Prachi Kumari
Customer Support Associate
Warsaw
Summary
Result-oriented sales & customer support associate with 2+ years of experience in providing exceptional customer service via calls, chat & email. Skilled in meeting sales targets, resolving customer inquiries, complaints, and issues in a professional and efficient manner. Strong communication and problem-solving skills, with a proven track record of maintaining high customer satisfaction levels. Seeking a challenging position to utilize my expertise and contribute to the success of a customer-focused organization.
Overview
4
4
years of professional experience
2
2
Certifications
Work History
Associate, Educator Support
Unacademy
Bangalore
01.2022 - 11.2022
- Troubleshooting & Fixing Technical issues for End Users (Learners) & Service Providers (Educators)
- Escalation Management by co-ordinating with different Stakeholders
- Tracking & Reporting Key Performance Indicator
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Resolved problems, improved operations and provided exceptional service.
- Used ticketing systems (Freshdesk) to manage and process support actions and requests.
- Developed customer surveys to measure customer satisfaction and identify areas of improvement.
Customer Support Associate
Accenture
Bangalore
12.2020 - 08.2021
- Handling UK based customers and help resolve their queries in regards to technical as well as nontechnical issues
- Customer Engagement and Escalation Management via multiple communication channels (Voice & Email)
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Answered constant flow of customer calls with minimal wait times.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Senior Sales Associate
NoBroker Technologies
Bangalore
04.2020 - 11.2020
- Converting Leads into Sales for both NoBroker Owner & Tenant plans
- Understand customer's queries / issues over call/chat and loop in the right team to get them addressed at earliest
- Lead Generation and conversion of leads to opportunities for NoBrokerHOOD
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Negotiated between buyers and sellers of properties with efficiency and transparency to maximize profits and maintain satisfaction of clients.
- Originated and cultivated strong relationships with prospective clients by strategizing aggressive outbound calling campaigns.
Global Immigration Consultant
Visas & Permits.com
Bangalore
01.2020 - 04.2020
- Lead Management through Salesforce and counsel clients by guiding through VISA & PR products
- Resolving Customer Queries over Email, Call and Chat channels
- Strategic Management of Sales KPI by aligning product catalogues with Customer Needs
- Initiated contact with prospects and conducted follow-up calls to garner information and qualify leads.
- Entered data into Salesforce, ensuring accuracy and uniformity, also built prospect lists of potential new customers through research and identification of business opportunities.
- Helped qualified immigrants, giving advice on correct visa for experience, skills and country of origin.
Relationship Executive
AXIS Bank
Bangalore
08.2018 - 08.2019
- Managing Customer Base of 2500 by assisting with personal banking requirements and queries over Email, Call, and Chat channels
- Provide customized investment plans suitable to customer's financial requirement and ambition
- Cross and Up selling of AXIS & Max Life Products.
- Developed, updated and maintained database of existing and potential customers in Genesys.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Generated new business leads through direct customer engagement, deploying inbound and outbound marketing tactics and developing and optimizing informative content.
Education
MBA - Marketing & Finance
Jyoti Nivas College
Bangalore 04.2016 - 04.2018
Bachelor of Commerce - Accounts
Ramadevi Women's College
Bhubaneswar 05.2013 - 05.2016
Skills
Business Development/ Cross Functional Co-ordinationAccount Management/Financial Services/BankingCustomer/Service Provider Support
Microsoft Office
Technical & Non-Technical Support via Voice, Chat & EmailStakeholder Engagement & KPI ReportingCustomer Relationship Management/SalesforcePatient evaluation
Live chat support
Salesforce knowledge
Critical Thinking
Certification
AML, KYC & Compliance from Udemy.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
AML, KYC & Compliance from Udemy.
05-2023
Associate, Educator Support
Unacademy
01.2022 - 11.2022
Customer Support Associate
Accenture
12.2020 - 08.2021
Senior Sales Associate
NoBroker Technologies
04.2020 - 11.2020
Global Immigration Consultant
Visas & Permits.com
01.2020 - 04.2020
Relationship Executive
AXIS Bank
08.2018 - 08.2019
Digital Marketing from NIDM Bangalore.
04-2018
MBA - Marketing & Finance
Jyoti Nivas College
04.2016 - 04.2018
Bachelor of Commerce - Accounts
Ramadevi Women's College
05.2013 - 05.2016