Sona Banerjee

Positive and upbeat Customer Service Specialist bringing 8 years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty.

Personable and dedicated Customer Service Representative with extensive experience in BPO industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.

Specializing in quality, speed and process optimizations. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Senior Customer Service Executive - Lumisha India Private Limited - Kolkata

(2024-07 - 2026-02)

• Provided prompt and professional customer support via email and live chat using Zendesk, ensuring timely resolution of inquiries and complaints.
• Managed high-volume customer interactions while maintaining quality, accuracy, and empathy in responses.
• Investigated and resolved customer issues related to orders, billing, technical concerns, and account management.
• Utilized Zendesk ticketing system to track, prioritize, and follow up on customer cases to ensure complete resolution.
• Maintained detailed documentation of customer interactions and solutions in Zendesk for future reference and reporting.
• Achieved high customer satisfaction (CSAT) scores by delivering clear communication and efficient problem-solving.
• Identified recurring issues and suggested process improvements to enhance customer experience.

Process Associate - RB Diagnostic Private Limited - Kolkata

(2023-12 - 2024-07)

• Developed and maintained an internal database used to store and report on process performance metrics.
• Created and implemented a standardized process for on boarding new customers.
• Conducted root cause analysis to identify and resolve process-related issues, resulting in a 90% reduction in customer complaints.
• Developed and documented process standards, policies and procedures that improved quality and compliance.
• Handled process related Inbound and outbound call.

Client Service Associate - PTS Consulting Services PVT.LTD - Kolkata

(2022-03 - 2023-03)

• Worked as DLS (Disability & Leave Services) Case Manager in Amazon.com.
• Managed various paid & unpaid leaves for employees from USA.
• Provided attentive service by promptly responding to employee's enquiries and check their application and medical documents.
• Consult with their doctors if required.
• Took appropriate leave decision for employees.
• Informed them via email and also over the voice call.
• Attended regular training to enhance performance and expand knowledge.
• Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.

Service Manager - GK Rickshaw LTD - Hugli

(2020-11 - 2022-02)

• Managed and maintained service desk, including leading team members and evaluating department efficiency.
• Conducted general administration duties including managing and updating invoices, processing orders and tracking inventory.
• Handled customer complaints, in a calm, efficient and effective manner.
• Collaborated with customers to discuss service needs and offer available solutions.
• Kept department running efficiently and effectively by implementing enhanced policies and procedures when required.
• Coordinated meetings with staff to delegate tasks, communicate targets and determine individual priorities.
• Maintained excellent customer service by promptly following up on complaints and requests.
• Ensured customer received excellent service by going the extra mile to assist with needs, requirements and requests.
• Ensured customer service met high-quality standards by analysing staff performance and monitoring customer reviews.
• Managed customer interactions, such as answering queries, managing complaints and solving issues.
• Created various strategies, designed to improve customer service, enhance growth and increase sales.
• Controlled expenditure on supplies, equipment and services to meet budget targets.
• Selected and trained staff to build knowledgeable, well-performing team.

Senior Customer Service Executive - CAMS Ltd - Kolkata

(2018-01 - 2020-10)

• Managed high-volume customer calls, providing efficient service to continually meet timeframe targets.
• Monitored issue resolution timeframes, seeking continual improvements to avoid further customer complaints.
• Handled lifecycle customer complaints professionally, from the initial raising of issues through to positive resolution.
• Maximized customer retention using exceptional communication, persuasion and relationship building skills.
• Assessed unresolved and escalated phone and email complaints, delivering swift resolution for optimized customer satisfaction ratings.
• Kept clear, detailed records of customer interactions, enabling accurate complaints investigation.
• Dealt with complex complaints and angry customers professionally and politely, resolving issues with favourable solutions.
• Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service.
• Communicated with customers through phone calls, online chats and emails to assess customer needs and provide solutions.
• Kept strong knowledge of product range details to efficiently answer customer questions.
• Stayed current on policies, procedures and standards to offer optimal support.

Phone Banking Officer - HDFC BANK LTD - Kolkata

(2016-08 - 2017-12)

• Responded to inbound calls to answer and resolve customer queries, elevating customer satisfaction with immediate support.
• Promoted company products using approved techniques, increasing revenue and exceeding performance expectations.
• Kept detailed records of customer interactions for future reference.
• Listened to individual complaints with open mind and asked detailed questions to understand issues.
• Gave out information and advice about available options.
• Remained updated on company offerings through regular product research.
• Handled high-volume telephone calls to address and resolve customer queries.
• Processed refunds, exchanges and service requests for customers.
• Troubleshot problems and diagnosed system faults.

Bachelor in Science - Serampore College (2007-01)