Rima Adhikary
Kolkata
Summary
Senior customer service representative specializing in inquiry management and team collaboration. Demonstrated success in improving customer satisfaction through effective problem-solving and relationship building. Skilled in addressing customer needs and fostering positive interactions.
Overview
14
14
years of professional experience
Work History
Senior Process Associate
Capgemini
Kolkata
07.2022 - Current
- Utilized ETQ Reliance, a Quality Management System, for managing documentation, approvals, and compliance workflows.
- Used ETQ QMS tools to track quality records, update SOPs and Performed quality checks and ensured SOP compliance.
- Managed documents and records within an Enterprise Document Repository (EDR) using SharePoint Online.
- Consulted with customers to identify needs and resolve concerns effectively.
- Managed challenging situations with tact and professionalism to ensure customer satisfaction.
- Conducted customer service training for new hires.
- Responded promptly to inquiries from customers about products or services.
- Provided accurate answers to customer inquiries, addressing concerns and delivering timely account information.
- Resolved customer inquiries Teams call and email efficiently.
- Participated in training sessions to enhance product knowledge and skills.
Customer Service Representative
Indigo Airlines
Kolkata
12.2015 - 07.2022
- Assisted customers with flight bookings and itinerary changes.
- Resolved passenger inquiries and complaints effectively.
- Coordinated baggage handling and lost luggage claims.
- Provided information on flight schedules and airport services.
- Collaborated with team members to identify and implement solutions that enhanced customer satisfaction.
- Managed check-in processes efficiently during peak hours.
- Answered customer inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer issues with knowledgeable and friendly service, promoting high satisfaction levels.
- Performed international check-in, visa and document screening, and coordinated with immigration authorities to ensure operational compliance.
Customer Service Representative
Air India SATS Airport Services Private Limited
Delhi
08.2014 - 12.2015
- Informed travelers about flight schedules and airport services to enhance their travel experience.
- Delivered high quality customer service for international travelers, ensuring smooth check-in, accurate visa and document validation, and efficient boarding procedure.
- Streamlined check-in process during peak hours to minimize wait times for travelers.
- Developed strong relationships with customers by providing personalized assistance and support.
- Executed administrative tasks, including filing paperwork, updating databases, and generating reports, to support operational efficiency.
Ticketing Agent
Sunview Travel Plus Private Limited
Kolkata
01.2013 - 11.2013
- Processed customer ticket requests for various travel services and destinations.
- Assisted clients with itinerary changes and special requests efficiently.
- Handled customer inquiries regarding travel policies and procedures effectively.
- Maintained accurate records of ticket transactions in booking systems.
- Processed payments for tickets using a variety of payment methods such as cash, credit cards, and checks.
- Compiled reports on daily sales activity for management review.
Client Relations Representative
Release My Ad
kolkata
04.2012 - 12.2012
- Cultivated client relationships through proactive communication and follow-ups, resulting in increased client satisfaction.
- Nurtured Diamond clients to enhance portfolio performance and drive client engagement.
- Reactivated dormant accounts by renewing business relations, contributing to revenue growth.
- Provided end-to-end support for online advertisement booking and guided clients on the payment workflow.
PR and Communication Intern
Salmoli Mukerji Associates
Kolkata
01.2012 - 03.2012
- Coordinated logistics for high-profile events, enhancing execution and promotion effectiveness.
- Supported planning and execution of public relations campaigns to enhance brand visibility.
- Managed logistics for events such as Magic Lamp Charity Event and Jewelry Exhibition by Queenie Dhody, contributing to successful event outcomes.
- Oversaw Durbar Collection showcase by Umang Hutheesing and launch of first Bandhej store in Kolkata.
- Coordination work related to FICCI activities.
- Developed promotional initiatives for organic poultry production in Kolkata, increasing community awareness.
Education
Bachelor of Arts - B.A General
Seth Anandaram Jaipuria College
Kolkata04-2011
Indian School Certificate - Arts
Julien Day School
Kolkata04-2007
Indian Certificate Of Secondary Education -
Julien Day School
Kolkata04-2005
Some College (No Degree) - PGDM in Public Relations And Event Management
EMDI
KolkataSkills
- Customer service and support
- Customer relationship management
- Inquiry management
- Complaint resolution
- Quality assurance
- Documentation review
- SOP writing
- ETQ Reliance (QMS Software)
- Record keeping
- Team collaboration
- Staff training
- Effective communication
- Active listening
- Problem solving
- Time management
- Stress management
- Professionalism under pressure
- Relationship building
Languages
English
Professional
Hindi
Professional
Bengali
Professional
Affiliations
Listening to Music for relaxation
Accomplishments
Awarded best performer for team ANA in the second quarter of 2015
Timeline
Senior Process Associate
Capgemini
07.2022 - Current
Customer Service Representative
Indigo Airlines
12.2015 - 07.2022
Customer Service Representative
Air India SATS Airport Services Private Limited
08.2014 - 12.2015
Ticketing Agent
Sunview Travel Plus Private Limited
01.2013 - 11.2013
Client Relations Representative
Release My Ad
04.2012 - 12.2012
PR and Communication Intern
Salmoli Mukerji Associates
01.2012 - 03.2012
Bachelor of Arts - B.A General
Seth Anandaram Jaipuria College
Indian School Certificate - Arts
Julien Day School
Indian Certificate Of Secondary Education -
Julien Day School
Some College (No Degree) - PGDM in Public Relations And Event Management
EMDI