Lekha Darbha
Sydney,NS
Summary
Dedicated professional offering attention to detail and a career driven by client engagement. Looking to help boost a company's success while building long-term relationships in the position of Customer Service Executive.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Sr. customer service executive
Gurugram
01.2023 - 12.2023
- Proficient in managing front-line customer service operations and back-office tasks, primarily via email communication
- Experienced in overseeing OB survey LOBs encompassing multiple campaigns, alongside handling inbound premium inquiries
- Demonstrated ability to maintain routine tasks efficiently, ensuring adherence to defined service level agreements (SLAs)
- Addressed customer complaints and inquiries promptly and effectively through email correspondence, ensuring timely responses within defined SLAs
- Managed end-to-end resolution of customer issues, collaborating with relevant stakeholders and facilitating closure loops to ensure customer satisfaction
- Compiled SLA (TAT) reports and presented comprehensive analyses to management, highlighting performance metrics and areas for improvement
- Provided exemplary customer support for the Maruti Suzuki Rewards program, offering personalized assistance, resolving account-related issues, and managing inquiries
- Leveraged in-depth knowledge of program offerings and policies to deliver tailored solutions, fostering positive customer experiences
- Worked collaboratively with internal teams to streamline processes, resolve escalated issues, and optimize customer service delivery
- Recognized for delivering exceptional service and exceeding customer expectations, resulting in positive feedback and satisfaction.
Sr Representative, Human Resources
Concentrix
12.2022 - 01.2023
- Managed employee issues and grievances effectively via email and phone communication, ensuring timely resolution and closure
- Addressed concerns and inquiries from Pan India Concentrix employees, including payroll and full & final settlement matters, with diligence and professionalism
- Compiled daily productivity reports and conducted regular review sessions with supervisors to evaluate performance and identify areas for improvement
- Provided comprehensive support in handling general employee concerns, utilizing strong communication and problem-solving skills to ensure satisfaction and compliance with company policies
- Successfully resolved employee grievances, contributing to a positive work environment and employee satisfaction
- Maintained accurate and timely reporting, facilitating informed decision-making and efficient workflow management within the HR department.
Customer Service Executive
Startek Maruti Suzuki India Limited
09.2021 - 11.2022
- Managed customer service operations and conducted outbound surveys to gauge customer satisfaction with their car purchasing and service experiences
- Handled email correspondence as part of the Email Back Office team, addressing customer concerns promptly and providing resolutions while maintaining professional standards
- Coordinated with field officers and stakeholders to ensure effective follow-up on customer issues and grievances, facilitating timely resolution and closure
- Prepared SLA (TAT) reports and communicated performance metrics to both clients and internal management, ensuring transparency and accountability
- Received multiple expressions of appreciation from clients and customers for consistently meeting and exceeding their expectations while upholding professional standards
- Recognized with rewards on two occasions during official Rewards & Recognition ceremonies for outstanding performance and contributions to customer satisfaction and operational excellence.
Education
Bachelor's in Arts -
Maharishi Dayanand University
Rohtak, Haryana07.2021
Skills
- Operations customer service management
- Employee Relationship Management Well versed in:-
- MS-Word, MS-Excel (Basic Excel)
- Conversant with Software's like, MSCRM, , Sales Force and care CRM
- Well versed with Cisco dialer and Consilium
- Salesforce
- Purchasing
- French
- Human Resources
- Recruiting
- Payroll
- Event Planning
- Marketing
- Pricing
Languages
English
Native or Bilingual
French
Elementary
Certification
Certificate Language Course In French, Present, Present, Completed intensive 6-month French certificate course focusing on language proficiency and cultural immersions. Developed strong oral and written communication skills through daily practice, coursework, and interactive lessons. Acquired proficiency in French grammar, vocabulary, and pronunciation. Demonstrated dedication and commitment to mastering a new language.
Personal Information
- Total Experience: 3
- Highest Education Level: Bachelor's Degree
- Willing To Relocate: Anywhere
Timeline
Sr. customer service executive
Gurugram
01.2023 - 12.2023
Sr Representative, Human Resources
Concentrix
12.2022 - 01.2023
Customer Service Executive
Startek Maruti Suzuki India Limited
09.2021 - 11.2022
Bachelor's in Arts -
Maharishi Dayanand University
Certificate Language Course In French, Present, Present, Completed intensive 6-month French certificate course focusing on language proficiency and cultural immersions. Developed strong oral and written communication skills through daily practice, coursework, and interactive lessons. Acquired proficiency in French grammar, vocabulary, and pronunciation. Demonstrated dedication and commitment to mastering a new language.
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