Varsha Singh

Work History

Canadian Appliance Source

06.2020 - 02.2024

Serve as a first point of contact via phone/chat process with the defined procedures and tools to deliver exemplary service
Act on assigned projects
(Booking deliveries for the ready or partially ready orders)
Handle high volume of medium to high complex customer service requests and incidents
Getting back to the customers regarding their disagreements if they have any.
Managed approximately 100 incoming calls, and emails per day from customers.
Primarily provide high first contact resolution to queries related to their orders
Advise and consult customers as per the requirements
Log cases and assure correct and comprehensive data to allow for report analysis
Resolving day to day assigned tickets
Selling extended warranty plans to the customers

VODAFONE CELLULAR INDIA

06.2016 - 10.2019

Putting customers First & Market VODAFONE service and products to existing and potential clients via outbound and inbound calls
Effectively implement specialized campaigns designed to create loyalty of existing clients and regaining previous clients
Identify client requirements, initiate and or update systems to ensure successful order completion and service delivery
Analyze client needs, usage and requirements for cost effectiveness; create loyalty and retention of clients
Understand competitive market and offer/ negotiate current offers to retain clients
Provide feedback to Marketing and Sales regarding problems, public opinions, policy matters and /or competitive challenges
Resolve client concerns, issues and resolve conflict
PGU (Post Graduate Training), Assist new trainees that have graduated from class room with any questions, concerns or assistance they may require
CHURN Buster, promoted to this specialized team to prevent clients from leaving VODAFONE
MYTH Buster, appointed as a team leader to gather information from peers and present them in a focus group to upper management

GD GOENKA PUBLIC SCHOOL

01.2014 - 06.2016

Prepare and implement unique and personally developed lessons to classrooms averaging 18 students between 3-5 years of age
Develop basic math and literacy curriculum and testing methods for students
Frequently in contact with families and work with them to discuss their child's development and behavior
Maintaining records and open communication about student's physical and mental health
Helped to establish arts and craft programs that helped kids explore their creative minds and which later became kids' favorite everyday task
Developed and coordinated field trips for students to museums and other historical sites which later on received great feedback from kids and their families
Appreciated by families for employing activities that developed student self-reliance and independent thinking
Collaborated with colleagues to share resources, brainstorm ideas, and problem-solve challenges faced in the classroom environment.
Enhanced classroom management by establishing clear expectations, rules, and routines.
Built positive relationships with students and families for safe, trusted learning support.

HCL TECHNOLOGIES

12.2012 - 12.2013

Worked with British Telecom order management desk
Delivered excellent customer service, and helped customers choose the right product or service based on their requirements
Provided technical help to colleagues when needed
Worked with team to ensure process efficiency and contribute towards reaching team goals
Listening to customers and showing empathy toward their concerns in every interaction
In a situation where a dispute arises or a situation where a customer is upset, making sure they are heard and finding the right solution for the customer
Used proven techniques to increase sales and promote company products
Helped many customers daily with a positive attitude and focus on customer satisfaction.
Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
Took ownership of customers' issues to follow problems through to resolution.