Prerna Thakur
Client Service Professional
Schwenksville,PA
Summary
Experienced Front Desk Receptionist with 1 years of proven success in managing high-volume environments. Skilled in implementing new systems and processes to improve efficiency and increase customer satisfaction. Total 13 years of Industry experience in customer service and quality control.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
CSP (Client Service Professional)
H&R Block Collegville
1 2024 - 4 2024
- Managed front desk of busy Tax consultant , greeting and checking in average of 40 clients per day with 95% satisfaction rating.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Answered multi line phone system to respond to inquiries and transfer calls to correct department and personnel.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Assisting Clients with their query using intranet AI technique of HR block.
- Guiding clients who need help with scanning, fax, downloading and uploading of documents for tax filing.
- Resolved customer issues quickly and notified supervisor immediately when problem escalated.
- Perform cash out closure at end of day.
Bakery staff
Henning’s in Harleysville
04.2022 - 01.2023
- Greets customers.
- Performs scheduling tasks including: calendar coordination.
- Working on given task sheet for next day schedules.
- Refilling of bakery products, checking expiry dates on process.
- Creates label for bakery stuff, packaging and refilling of shelf in timely manner.
- Helping customers with their queries and in search of items in grocery stores.
Billing Representative
British Telecommunication
08.2016 - 07.2019
- Aligned to large-market (40,000+ employees) Telecommunication client.
- Handling customer billing queries over email, chat, and phone.
- Working on company’s SOP and providing One-time Resolution to customer.
- Processing refunds, correction in bills, issuing checks.
- Updating customers on demands channels and creating bills for new additions in package with accuracy.
- Responsible for preparing excel sheet for daily transaction updating it to Manager.
- Problem-solving time-sensitive systematic issues.
- Trained and led onboarding of 5 new colleagues.
- Promoted to Quality Analyst for observing onshore billing calls after 14 months of employment.
Education
Bachelor of Arts - Arts And Entertainment Management
Delhi University
New Delhi 06.2002 - 07.2005
Skills
Mathematical skills: Accurate and efficient handling if cash, counting money quickly and accurately and basic arithmetic’s skills
Customer Service: Good communication skills to interact with customers in friendly and professional manner, Patience and the ability to handle the customer’s complaints
Computer Proficiency: I’m familiar of working with the software, have expertise in MS Office and have ability to use computer for data entry and transaction processing
Typing skills: 40wpm with 100% accuracy
Timeline
Bakery staff
Henning’s in Harleysville
04.2022 - 01.2023
Billing Representative
British Telecommunication
08.2016 - 07.2019
Bachelor of Arts - Arts And Entertainment Management
Delhi University
06.2002 - 07.2005
CSP (Client Service Professional)
H&R Block Collegville
1 2024 - 4 2024