Customer Support Associate - KARVY DIGIKONNECT PVT. LTD.
(2019-04 - 2020-01)
Process:- Sales Process(Coca Cola Brand)
- Handled outbound calls with retailers, distributors, and business customers.
- Promoted and explained Coca-Cola products, offers, schemes, and sales promotions.
- Generated sales leads and converted potential customers into regular buyers.
- Took product and order requirements from retailers/customers and updated them in the system.
- Followed up with customers regarding pending orders, deliveries, and product availability.
- Maintained strong relationships with retailers and customers to encourage repeat orders.
Customer Support Associate - TELEPERFORMANCE GLOBAL BUSINESS PVT.LTD.
(2021-07 - 2023-06)
Process:- Kotak Credit Card
- Handled outbound calls for Kotak credit card sales and customer acquisition.
- Explained credit card features, benefits, eligibility criteria, fees, rewards, and applicable offers to customers.
- Generated leads and converted prospective customers into credit card applications.
- Conducted customer need analysis to recommend suitable credit card products.
- Verified basic customer information and ensured accurate collection of application details.
- Assisted customers throughout the credit card application and onboarding process.
- Explained important terms and conditions, charges, billing cycles, and repayment-related information clearly.
- Handled customer objections related to annual fees, interest rates, eligibility, documentation, and card benefits.
Operations Customer Expert II - TELEPERFORMANCE GLOBAL BUSINESS PVT. LTD.
(2023-07 - 2026-08)
Process:- State Bank Of India- SPA (Voice and Non Voice)
- Handled inbound customer calls and email queries related to SBI banking products and services.
- Assisted customers with account enquiries, fund transfers, debit/credit card services, internet banking, mobile banking, UPI, and transaction-related issues.
- Verified customer identity using authentication procedures before sharing account information.
- Resolved customer complaints and service requests while ensuring First Call Resolution (FCR) wherever possible.
- Responded to customer emails professionally within the defined turnaround time (TAT), ensuring accurate and complete resolutions.
- Guided customers on digital banking services and promoted self-service channels for faster assistance.
- Registered and tracked service requests, complaints, and escalations through the CRM/ticketing system.
- Maintained complete confidentiality of customer information and complied with RBI guidelines, bank policies, and data security standards.
- Coordinated with internal departments for faster resolution of complex customer issues.
- Achieved key performance indicators (KPIs) such as Quality Score, Customer Satisfaction (CSAT), Average Handle Time (AHT), Productivity, Adherence, and Service Level.
