Pooja Khatri

Seeking a position in a dynamic organisation to utilize my skills and abilities in the Management that offers professional growth while being resourceful, innovative and flexible.

Process associates at FIS Global Business Solutions India Pvt. Ltd. (2022-06 – 2023-07)

• Handled customer inquiries through various channels, including live chat, phone, and email, ensuring prompt and effective responses.
• Collaborated with team members to identify trends in customer issues and developed solutions to improve service quality.
• Utilized CRM software to document interactions and manage customer accounts, maintaining accurate and detailed records.
• Achieved a monthly customer satisfaction score of 90% by focusing on empathetic communication and proactive problem-solving.
• Provided real-time support to customers via chat, resolving inquiries and technical issues with a 98 % satisfaction rating.
• Developed and maintained knowledge base articles to enhance support efficiency, reducing average response time.
• Collaborated with team members to identify common customer issues and implemented solutions, improving overall service quality.
• Trained new hires on chat protocols and customer engagement strategies.

Process associates at Teleperformance (2023-07 – 2024-11)

MBA in HR – NMIMS

BBA – MDU

12th – HBSE

10th – HBSE