Lata Rawat
Severn,USA
Summary
Professional contact center expert prepared to excel in customer support roles. Skilled in managing high-volume inquiries, resolving complex issues, and enhancing customer satisfaction. Strong focus on team collaboration, adaptability, and achieving consistent results. Known for communication skills, problem-solving abilities, and professional demeanor under pressure.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Contact Center Specialist
Ameriprise Financial
08.2023 - 09.2024
- Helping Advisors/ Clients/ Paraplanner with their clients financial accounts via Inbound phone calls.
- Majorly taking care of the queue for the Life Events (Beneficary Change, Chnage of ownership, Divorce & Estate settlements).
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Managed high-volume inquiries, ensuring timely and accurate resolution of issues.
- Collaborated with cross-functional teams to streamline processes and improve operational efficiency.
- Mentored junior staff, fostering a collaborative environment and enhancing team performance.
- Utilized CRM systems to track interactions and maintain detailed customer records for follow-up actions.
Tier 2 Customer Service Representative
FIS Global Solutions
03.2019 - 06.2023
- Resolved complex customer inquiries and issues, enhancing overall satisfaction ratings.
- Collaborated with cross-functional teams to identify and implement service improvements.
- Managed escalated cases, ensuring resolution aligned with company policies and standards.
- Utilized problem-solving skills to address customer complaints.
- Improved customer satisfaction by actively listening to concerns and providing prompt resolutions.
- Handled sensitive information securely and discreetly, ensuring compliance with data protection regulations at all times.
- Reduced call wait times for better customer experience by efficiently handling inquiries and escalating issues when necessary.
- Served as an escalation point for challenging cases, taking ownership of complex problems until satisfactory resolutions were achieved.
Customer Service Representative
Amazon Development Center
06.2015 - 03.2019
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Trained and mentored new team members on best practices and customer service protocols.
- Utilized CRM software to track customer interactions and maintain accurate records for future reference.
- Led weekly team meetings to discuss performance metrics, share success stories, and address challenges collaboratively.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
Education
BBA - Business Administration
National Institute of Business Studies
India01.2011
Skills
- Enthusiastic, energetic and hard working with the thirst to learn
- Self-motivated and proactive leader
- Live Chat
- Customer relationship management
- Conflict resolution
- Process improvement
- Escalation management
- Call center operations
- Performance metrics analysis
- Cross-functional collaboration
- Service quality assurance
- CRM software proficiency
- Financial account management
- Complex problem resolution
- Compliance with regulations
- High-volume call handling
- Performance metrics tracking
- Customer satisfaction enhancement
- Data protection compliance
- Financial services
- Financial information systems
Certification
- Securities Industry Essentials
Languages
English - Fluent
Hindi - Fluent
Timeline
Contact Center Specialist
Ameriprise Financial
08.2023 - 09.2024
Tier 2 Customer Service Representative
FIS Global Solutions
03.2019 - 06.2023
Customer Service Representative
Amazon Development Center
06.2015 - 03.2019
BBA - Business Administration
National Institute of Business Studies