Smritikana Bose
FULSHEAR
Summary
Dedicated customer service professional with over 10 years of experience in inbound calls, email, and chat support. Proven track record in efficiently resolving customer inquiries while maintaining exceptional satisfaction rates. Strong communication and problem-solving skills consistently enhance the customer experience, driving loyalty and repeat business. Seeking a full-time opportunity to leverage expertise in a dynamic environment focused on delivering outstanding service.
Overview
8
8
years of professional experience
Work History
Customer service representative
Concentrix
Florida
05.2022 - 04.2023
- Achieved high customer satisfaction by effectively resolving issues related to Goldman Sachs Apple Card accounts. Enhanced service delivery for GM Motors credit card, resulting in improved client loyalty. Streamlined processes to elevate overall customer experience.
- Managed customer interactions to ensure a positive experience and foster long-term relationships.
- Utilized CRM software to document interactions and track customer feedback for continuous improvement.
- Collaborated with team members to streamline processes and enhance overall service delivery efficiency.
- Managed high call volumes while maintaining composure and professionalism in fast-paced environments.
- Analyzed customer data trends to identify areas for service enhancement and proactive outreach initiatives.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
- Exhibited strong multitasking skills on a daily basis by handling multiple phone lines without compromising the quality of service provided.
Customer service representative
Alorica
Oklahoma
03.2021 - 02.2022
- Provided excellent customer service by addressing inquiries and resolving issues promptly.
- Assisted customers with account management and transaction processing efficiently.
- Maintained accurate records of customer interactions and transactions using CRM systems.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Processed daily cash transactions accurately while adhering to security protocols, minimizing risk exposure for the bank and its customers.
- Streamlined account opening processes for new clients, resulting in a more efficient and user-friendly experience.
- Cross-trained and provided backup support for organizational leadership.
Environmental Executive Assistant
Exclusive Testing Labs Inc
White Plains, New York
05.2019 - 01.2020
- Managed executive schedules, ensuring efficient time allocation and prioritization of tasks.
- Developed and maintained filing systems to enhance document retrieval efficiency and organization.
- Prepared meeting agendas and minutes, providing clear documentation for follow-up actions.
- Assisted in project management by tracking timelines, deliverables, and stakeholder communication.
- Conducted research to support decision-making processes, delivering relevant information promptly.
- Liaised with internal departments to facilitate communication and resolve operational issues effectively.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Used advanced software to prepare documents, reports, and presentations.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Developed strong relationships with vendors leading to improved contract terms resulting in cost savings for the company.
- Handled payroll processing tasks accurately while maintaining strict adherence to deadlines for timely payments.
- Improved team communication and collaboration through coordination of weekly meetings and distribution of agendas.
Environmental Assistant Intern
J. C Broderick and Associates
Long Island, New York
06.2018 - 10.2018
- Coordinated data collection and analysis for air, water, and soil quality monitoring projects.
- Contributed to preparation of environmental impact statements and regulatory submissions.
- Streamlined documentation processes, improving accuracy of environmental records and reports.
- Prepared comprehensive reports detailing environmental findings for review by upper management and government agencies.
- Streamlined processes for obtaining necessary permits from regulatory agencies, reducing application timeframes and improving overall efficiency.
- Provided technical support during remediation projects designed to restore damaged ecosystems or mitigate potential pollution sources.
- Created customized databases to track key performance indicators related to environmental compliance efforts within the organization.
Senior Consultant
Capgemini Consulting India
India
02.2016 - 10.2017
- Collaborated with clients to design tailored solutions, driving sustainable growth and competitive advantage.
- Presented findings and recommendations to executive leadership, influencing key business strategies and initiatives.
- Evaluated clients' needs and created plan of action to provide solutions.
- Increased client satisfaction by providing tailored consulting services and effective problem-solving strategies.
- Troubleshot issues by understanding issue, diagnosing root cause and coming up with effective solutions.
- Facilitated workshops with clients to identify pain points, establish goals, and define actionable steps towards achieving desired outcomes.
- Built strong relationships with clients through consistent communication and proactive problem-solving efforts.
- Prioritized projects and project tasks depending upon key milestones and deadline dates.
- Collaborated with internal teams to develop customized solutions that addressed unique client needs.
- Assessed needs for projects and made proposals to senior executives.
- Streamlined project management processes, improving efficiency and reducing overall costs.
Consultant
Wipro Technologies Ltd India
India
05.2015 - 11.2016
- Collaborated with teams at British Telecom to streamline processes and improve customer interactions.
- Enhanced overall client satisfaction levels by consistently delivering high-impact results and maintaining a strong commitment to exceeding expectations.
- Compiled and presented detailed progress reports to clients, promoting transparency and cultivating trust in the consulting process.
Education
Master of Science - Healthcare Management
University of The Cumberlands
Williamsburg, KY05-2023
Master's - Environmental Science
Stevens Institute of Technology
Hoboken, New Jersey05-2019
Skills
- Client support
- Focused listening
- Problem-solving skills
- Detail-oriented data entry
- Customer relations
- Relationship building
- Complaint handling
- Microsoft Office Suite
- Customer relationship management (CRM)
- Live chat support
- Escalation management
- Quality assurance controls
- CRM software
- POS systems expert
- [Software] CRM system proficiency
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Promoted products and encouraged customers to upgrade their existing product plans.
- Monetary Transactions - Managed cash, check, credit, and automatic debit card transactions with flawless accuracy.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Achieved the highest ratings for customer satisfaction across the entire company.
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
ACTIVITIES AND HONORS
An active member of the Stevens Sustainability Association and Consulting Group, an active team collaborating with the Hoboken Green team on their brand-new composting initiative for local businesses., Associated with the Earth Week Planning (Stevens Institute of Technology) partnered with SAVE Activities, AAEES., Associated with the Earth Week Planning Stevens Institute of Technology., Participated in Zero Waste East, Newark, NJ – N.J.I.T Campus., Volunteered for community service over 40 hours at Long Island Alzheimer’s Association (LIAF)., Volunteered for community service over 30 hours at AHRC as an administrative assistant.
Languages
English
Native or Bilingual
Timeline
Customer service representative
Concentrix
05.2022 - 04.2023
Customer service representative
Alorica
03.2021 - 02.2022
Environmental Executive Assistant
Exclusive Testing Labs Inc
05.2019 - 01.2020
Environmental Assistant Intern
J. C Broderick and Associates
06.2018 - 10.2018
Senior Consultant
Capgemini Consulting India
02.2016 - 10.2017
Consultant
Wipro Technologies Ltd India
05.2015 - 11.2016
Master's - Environmental Science
Stevens Institute of Technology
Master of Science - Healthcare Management
University of The Cumberlands