Manjari Dutta
Hamilton,Canada
Summary
Have more than 5 years of working experience in Customer Service and Client handling. Worked on resolving client account / service-related queries in a fast-paced environment. Always tried to put myself in client’s shoes while handling client concerns and once resolved proactively suggest feedback and offer to resolve any other concerns to have a better and memorable client experience. Took ownership of resolving and preventing any client account related concerns and issues. Adhere to workplace protocol, process, and security to protect client account related risk. I do possess strong technical skills and promote self-serving technical options to the customer/client. Exceptional knowledge of all MS office tools, Outlook and handling all service- related software. I am looking forward to obtaining a Customer Experience Associate position that fully utilizes my experience and abilities.
Overview
8
8
years of professional experience
Work History
Banking Advisor
RBC(Teksystem)
Missisauga
01.2024 - Current
- Working as a Banking Advisor in contractual role with RBC
- Proactively engage with RBC clients through various communication channels to deliver an outstanding customer service experience, making every client interaction an exceptional one
- Focus on helping clients, by responding empathetically to a variety of questions, assisting with a myriad of banking solutions and resolving client concerns at first point of contact while explaining complicated concepts simply
- Deal with Client NSF (non-sufficient fund) and also give solution how they can prevent themselves from getting non-sufficient fund fees
- Give information regarding cheque hold and when it’s going to be release and educate how they can deposit the cheque digitally
- Help them to know the information regarding the preauthorized payment
- Also help client to know their balance and if they are not sure about any transaction give all information they need
- Handling day-to-day inquiries: everyday banking questions, transaction, account openings, help with changing passwords, charge inquiries on credit cards etc
- Contribute to team results by supporting all colleagues to be successful in meeting client needs
- Share my knowledge by introducing clients to our mobile banking applications and assisting them to better manage their banking needs Contribute to team results by supporting all colleagues to be successful in meeting client needs
- Using empathy and hospitality-like skills, we engage clients proactively
- Assist clients to fulfill their immediate everyday banking needs using RBC's best in class digital platforms, while respecting client preferences
- Provide client-centric advice as we open accounts, assist clients to fulfill on pre-approved credit solutions and authorized non-registered term investments
- Contribute to a culture of collective team success by uncovering opportunities to introduce RBC Partners to fulfill on more complex client needs
- Engage in discovery conversations to understand client needs, fulfilling on the appropriate simple advice, solutions, and service
- Manage risks by adhering to compliance routines, processes, and controls to protect client
- Educate and assist clients with using RBC digital capabilities.
Customer Service Representative
Concentrix
Hamilton, Canada
01.2022 - 01.2023
- Worked as a Customer Service Representative and processed any technical issue for customers
- Understood and determined customer needs to recommend solutions specific to those needs while exercising discretion in confidential matters
- Took inbound and outbound calls, or through the Internet depending upon client requirements
- Customer service support and resolution of routine problems regarding client's product and account
- Managed technical issues of client accounts and helped them to understand the same for better management of their accounts
- Always tried to put myself in client’s situation to better understand their concern and took accountability for the issues they are facing
- Helped build a positive, diverse and equitable work environment by promoting team effectiveness as well as participating in personal performance development
- Always tried to assist in a professional, friendly, and efficient manner while maintaining compliance.
Assistant
Bdb Exports Pvt Ltd
Kolkata, India
01.2016 - 01.2019
- Maintained all client related order processing details and related communication in proper documented form
- Handled all client communication over phone and email
- Took ownership of the tasks assigned and always wanted to go extra mile to provide better resolution for client
- Managed the order management process by providing recommendations and or facilitating the right information on the first
- Process orders with proper supporting documentation from order to cash and reverse logistics
- Empathized and resolved customer concerns in a timely manner.
Customer Service Representative
TTEC
Montreal, Canada
01.2023
- Handled all account billing and payment related financial transaction queries and concerns from customers
- Made meaningful interaction with clients to understand the need and provide resolution accordingly or connect them to the proper team while exercising discretion in confidential matters
- Conduct research to provide answers to customers and resolving their issues using standard procedures and escalating non-standard activities, as necessary
- Understood customers’ needs and provided alternative solutions including upselling products or services and complete business processes in a timely and accurate manner
- Build a strong customer relationship and deliver excellent customer service
- Helped build a positive, diverse and equitable work environment by promoting team effectiveness as well as participating in personal performance development
- Always tried to assist in a professional, friendly, and efficient manner while staying dedicated, and keeping everyone up to date on the status of routine activities.
Academy Counselor
INTERNATIONAL PROFESSIONAL FINANCIAL CAREERS ACADEMY PVT. LTD
Kolkata, India
01.2015
- Handled all Administrative and customer facing activities
- Handled all admission and course related queries
- Eager to learn and challenge myself to push harder for growth which helps the company to grow as well
- Make customers understand in detail the importance of each course and the payment
- Structure and handling any course operation related issues and resolve that with empathy
- Always take feedback from the employees about the operation and the satisfaction of the resolution provided.
Education Counselor
Larn Edutech
Kolkata, India
01.2015
- Handling all customer related communications and taking up the queries
- Resolved customer issue by questioning specific cases to gain understanding about the actual cause
- Provide mutually agreeable resolution to have a quick and proper solution of the problem
- Always ask for customer satisfaction and feedback after resolution and ask for points of improvement.
Patient service
AMRI Hospital
Kolkata, India
01.2011
- Handling all customer related queries regarding the admission and billing and data entry of the billing information
- Resolving any kind of customer grievance regarding the hospital service by listening to their problems and trying to provide a proper resolution
- Escalate grievance to proper channel whenever necessary.
Education
MBA in Human Resource and Health & Hospital Management -
IIBM Institute of Business Management
01.2013
Bachelor Of Hospital Management -
West Bengal University of Technology
01.2011
Skills
- Working knowledge in MAC and Windows machine
- Proficient in Microsoft Office products (Word Excel Access and Outlook) and alphanumeric typing
- Good email writing skill
- Proficient knowledge in Microsoft excel and handling excel operations
- In-depth knowledge of entering data fields into computers in Windows
- Strong telephonic communication and administrative skills
- Ability to process high volume of data on-line accurately
- Profound ability to work independently
- Goal Oriented
- Love to learn
- Customer Care
- Customer Service/ Client Service
- Customer Support
Languages
- English
- Hindi
- Bengali
Timeline
Banking Advisor
RBC(Teksystem)
01.2024 - Current
Customer Service Representative
TTEC
01.2023
Customer Service Representative
Concentrix
01.2022 - 01.2023
Assistant
Bdb Exports Pvt Ltd
01.2016 - 01.2019
Academy Counselor
INTERNATIONAL PROFESSIONAL FINANCIAL CAREERS ACADEMY PVT. LTD
01.2015
Education Counselor
Larn Edutech
01.2015
Patient service
AMRI Hospital
01.2011
MBA in Human Resource and Health & Hospital Management -
IIBM Institute of Business Management
Bachelor Of Hospital Management -
West Bengal University of Technology
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