Customer service cordinator
Better Homes LLC
Total years of experience :18 years, 2 Months
Attending to client queries by phone and emails.
Allocating leads generated to different real estate agents based on their area of specialisation.
Making regular follow up calls to the clients to ensure that their requirements are taken care of.
Making feedback calls to the clients to improve service and get ratings for the real estate agents.
Reporting any abnormalities or complaints from the clients to the respective managers, and if necessary high-lighting any service recovery issues.
Profile involves a lot of interaction with corporate clients of the bank.
Providing assistance with the online banking portal for corporates’.
Creating and maintaining track records for all of the TT requests, cancellations and salary transfers
Responding to client emails and calls.
Laisoning with other departments and branch managers and relationship managers of the bank to get timely and accurate responses for client queries
Providing assistance and educating walk in clients.
Making site visits to client offices as and when required.
Cross selling various other services available on the online portal and generating more business out of existing clients.
Retain clients who want to terminate the online banking services of the bank.
Preparing memos and drafts necessary for charges and reversal of charges, as per bank guidelines.
• Profile involved identifying new recruits with their ability of the spoken English Language.
• Providing basic understanding and usage of the English Grammar.
• Training new recruits, with their vocabulary skills in order to neutralise their accent and improvise their speech patterns.
• Providing regular feedback to the trainees, and evaluating them based on the competencies thought in the classroom.
• Evaluating agents on the operations floor and providing refresher courses, with regards to the English language used on calls.
• Preparing daily and weekly reports of the trainees’ and providing regular feedback to the line managers.
• Training new candidates to equip with soft skills training such as Active listening, Customer service, Telephone etiquette, etc.
Attended the workshop conducted by The British Council (India), to change the content of the training module and style of training to neutralise the Indian accent.
• IBM Daksh is one of the aggressive BPO’s in India, listed No.3 by the black book of outsourcing.
• To solve ever growing number of clients needs and provide innovative technical assistance to internal clients.
• Customer Care Associate(United Airlines) June’05-May’05
• As an reservations agent, the profile involved making domestic reservations within America, on one of America’s Premier Airline, united Airlines.
Knowledge of the following procedures.
• IATA Regulations.
• America’s Geography & Travel Culture.
• Working on Apollo Reservation System.
• Enrolling/Knowledge of the loyalty Programme.
Quality scores & rankings above 85% on every monitoring after certification from client.
Moved to International Reservations (United Airlines) June’06.
Profile involved making International Reservations on United Airlines/Star Alliance Network using passenger’s loyalty points.