Lalita Mamgain
Deerfield,IL
Summary
Confident Customer Service Executive experienced in working in busy customer-centric environments. Pursuing a customer-centric role to expand relationships and draw in new business through excellent interaction, problem resolution and efficient research. Dedicated professional offering attention to detail and a career driven by client engagement. Looking to help boost a company's success while building long-term relationships in the position of Customer Service Executive.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Customer Service Executive
IBM Daksh
01.2006 - 05.2011
- Achieved high levels of first-contact resolution by empowering team members with the necessary knowledge base to address diverse client concerns effectively.
- Informed customers of sales promotions and services, warranties or terms of sale and refunds or exchanges.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Streamlined the service process for increased efficiency by implementing new strategies and tools aimed at reducing response times.
- Providing timely and informed communication to Policy holders about filing, processing and disbursement of their claims under specialized guidelines.
- Managed escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes.
- Served as a liaison between the Customer Service team and other departments, fostering collaboration and open communication to best serve our customers.
- Built strong relationships with field operations team to support business development opportunities and improve service.
Customer Service Associate
Spanco Telesystems & Solutions
07.2004 - 12.2005
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
Education
MBA - Business Management
National Institute of Business Management
Delhi, INDIA07.2011
Bachelor of Arts - English, Hindi, Physical Education, Sanskrit
University of Delhi
Delhi, INDIA08.2004
High School Diploma -
CBSE
INDIA05.2001
Skills
- Customer Service
- Product and service knowledge
- Team Training
- Sales Strategies
- Sales Support
- Process Improvement
- Quote Preparation
- Quality Control Analysis
Accomplishments
Awarded from the Company for meeting and Exceeding client matrix(in terms of quality and productivity)
Certification
Awarded one year Diploma in Computer Applications and Programming.
Timeline
Senior Customer Service Executive
IBM Daksh
01.2006 - 05.2011
Customer Service Associate
Spanco Telesystems & Solutions
07.2004 - 12.2005
MBA - Business Management
National Institute of Business Management
Bachelor of Arts - English, Hindi, Physical Education, Sanskrit
University of Delhi
High School Diploma -
CBSE
Awarded one year Diploma in Computer Applications and Programming.
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