Priyanka Jatav
New Westminster,BC
Summary
A highly skilled and customer-focused professional with 6+ years of experience as a Customer support executive Possessing excellent communication skills, Proficient in actively listening to customers, understanding their needs, and providing personalized solutions. With a client-centric approach, building strong relationships, demonstrating empathy, patience, and professionalism. Proficient in customer support tools and technologies, effectively utilize CRM systems, ticketing software, and live chat platforms. By prioritizing customer needs and maintaining attention to detail, I am committed to delivering outstanding support and fostering long-term customer loyalty.
Overview
7
7
years of professional experience
Work History
Senior Customer Support Executive
Panaesha Capital Pvt Ltd
03.2021 - 01.2023
- Managed over 60+ calls per day with excellent customer service by efficiently resolving issues and responding to inquiries.
- Providing Product/Service Information to have good understanding of the company's products or services and be able to provide accurate and helpful information to customers.
- Upselling additional products and services to customers, resulting in increased revenue
- Troubleshooting and diagnosing technical problems, providing troubleshooting steps, or coordinating with relevant departments to ensure timely resolution.
- Handling Escalations where customer issues cannot be resolved immediately.
- Documented customer interactions and case details in the CRM system, ensuring accurate and up-to-date records, Conducted customer satisfaction surveys to gather feedback and identify areas for improvement.
Chat Support Executive
Teleperformance
01.2019 - 02.2021
- Worked with company systems live support, managed chat flow with up to 3 consecutive chats in queue.
- Addressed customer service enquires in a timely and accurate fashion. Properly directed inbound chats queues to improve calls flow.
- Maintain a comprehensive understanding of the company's products or services to provide accurate information, guide customers effectively, and ensure customer satisfaction
- Exhibit excellent written communication skills, conveying information clearly and professionally in chat interactions with customers.
- Document customer interactions, inquiries, and resolutions accurately in the CRM system or chat software for future reference and analysis.
Client Service Associate
Hotel Hilton
07.2016 - 12.2018
- Handling guest hotel reservations over the phone and chat, addressing customer grievances, work with sales department in regards to occupancy, rates, reservation analysis, providing promotional offers and upgrades to guests.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Coordinated client meetings to offer expert, individualized service, driving sales and boosting brand loyalty.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Education
Bachelors in Hospitality Management - Resort And Hotel Management
APG University
India04.2016
Skills
- Proficient in customer relationship management (CRM) software
- Special Promotions
- Pivot Tables
- Active listening and empathy
- Multitasking and time management
- Teamwork and collaboration
- Knowledge of product/service offerings
- Conflict resolution
Timeline
Senior Customer Support Executive
Panaesha Capital Pvt Ltd
03.2021 - 01.2023
Chat Support Executive
Teleperformance
01.2019 - 02.2021
Client Service Associate
Hotel Hilton
07.2016 - 12.2018
Bachelors in Hospitality Management - Resort And Hotel Management
APG University
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