Dynamic customer service professional with a proven track record at H&R Block, excelling in client retention and relationship building. Known for exceptional attention to detail and integrity, I effectively resolved inquiries and implemented strategies that enhanced customer satisfaction. Eager to leverage my sales acumen and problem-solving skills in a challenging new role. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Work History
IELTS Exams Lead Invigilator
ILSC Language School
09.2023 - Current
Managed end-to-end exam room operations with 65 candidates, ensuring adherence to IELTS standards, security protocols, and testing timelines.
Led and supervised a team of invigilators, delegating tasks, monitoring performance, and providing on-the-spot guidance to maintain efficiency.
Oversaw candidate registration, ID verification, and seating arrangements with precision and attention to detail, ensuring a seamless customer experience.
Delivered professional and empathetic client service by addressing inquiries, resolving on-the-day issues, and fostering a calm, supportive environment.
Customer Service Lead
H&r Block Tax Svc
01.2021 - 05.2025
Acted as lobby leader during peak tax season, triaging clients, managing service flow, and promoting digital self-service tools.
Delivered exceptional in-person, phone, and email service by resolving inquiries, scheduling appointments, and assisting with complaints in manager’s absence.
Increased customer retention and identified simple sales opportunities through personalized needs assessments, cold calling, and outreach to 100+ prospects.
Maintained accurate CRM records while ensuring compliance with branch policies, procedures, and regulations.
Customer Service Representative
H&r Block Tax Svc
01.2024 - 05.2024
Acted as lobby leader during peak tax season, triaging clients, managing service flow, and promoting digital self-service tools.
Delivered exceptional in-person, phone, and email service by resolving inquiries, scheduling appointments, and assisting with complaints in manager’s absence.
Increased customer retention and identified simple sales opportunities through personalized needs assessments, cold calling, and outreach to 100+ prospects.
Maintained accurate CRM records while ensuring compliance with branch policies, procedures, and regulations.
Account Specialist
JPMorgan Chase & Co.
09.2022 - 06.2023
Managed end-to-end financial transactions, including merchant disputes, chargebacks, and credit investigations and handling 35 clients in a day.
Ensured regulatory compliance while maintaining strong customer relationships.
Collaborated with fraud and compliance teams to minimize financial risk.
Delivered accurate, timely resolutions within SLA in a high-volume, target-based environment.
Retention Specialist
Tech Mahindra Business Services
09.2021 - 08.2022
Utilized knowledge of customer experience to create specialized plans for customer retention.
Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
Built constructive customer relationships to improve loyalty and recommendations.
Analyzed customer behavior and data to identify trends and develop customer retention strategies.
Managed approximately 120 calls and had 93% retaining the customers
Senior Customer Care Executive
Teleperformance India, Barclaycard
12.2019 - 08.2021
Delivered empathetic, solutions-focused service to credit card customers, specializing in retention and account recovery.
Negotiated payment solutions to prevent defaults, improving customer retention rates.
Managed billing disputes and complaints in alignment with compliance and data protection standards.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Corporate Sales Intern
Krishna Properties Pvt Ltd.
11.2016 - 11.2019
Conducted client prospecting via calls, walk-ins, and online leads.
Recommended solutions based on needs assessment and budget, supporting consistent sales growth.
Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
Worked closely with clients to facilitate appropriate loans, inspections, and credit reports.
Generated leads for sales and rental properties through cold calls and referrals.