Divya Kundra

• Taking Inbound Calls and making outbound calls along with emails to customers and product providers to follow up outstanding information to support timely remediation for each customer
• Identify and assess customers’ communication needs to achieve a desirable outcome
• Empathetically listen to the customer and act quickly to resolve any issue
• Provide high quality written responses to customer and stakeholder enquiries as required
• Identify, manage, resolve and escalate identified customer complaints in a timely and confidential manner
• Use multiple software systems to access needed information and to record all customer interactions
• Manage daily personal workload to ensure a high-quality deliverable is provided within SLAs
• Ensuring personal and team objectives are met and consistent service standards are achieved
• Engage with other stakeholders from time to time including the wider Remediation Delivery team

• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
• Resolved concerns with products or services to help with retention and drive sales.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Played a direct role in shaping our CX/PX/Operations ecosystem as part of the operation team.
• Play an important role to achieve a high CSAT and PSAT to achieve organization goals.
• Support partners to ensure a high NPS score is achieved, leading to high rate of partner success.

• Understand and promote our products including International money transfer, Foreign currency to customers
• Answer incoming phone calls and assist customers with their enquiries, process transactions and resolve complaints
• Adherence to compliance obligations and all company policies.
• Sending & receiving money from Western Union.
• Demonstrate knowledge of the foreign exchange market to provide market information to customers.

• · Taking inbound phone calls from customers needing help with American Express accounts, products, services, etc..
• · Consult with card members to address concerns and needs, promote benefits of American Express credit cards, update accounts, etc.
• · Answering calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• · Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• · Making sales or recommendations for products or services that may better suit client needs.

• · Working within a dynamic environment where our focus is on customer experience
• · Respond to inbound calls and emails dealing with a range of queries as well as carrying out customer feedback
• · As directed, initiate outbound calls to gain customer insight and experience and source appraisals for our Local Property Experts
• · Share the benefits of using the services of both Purplebricks and our strategic partners.
• · Work towards individual goals, team targets and business targets

• ·Quickly mastered all aspects of the food, wine and bar menus to guide each guest through their own unique dining experience based on individual taste preferences.
• · Responsible for all course and clubhouse food and beverage aspects.
• · Trained operational staff.
• · Built professional relationships with guests and provided exceptional customer service throughout the dining experience.
• · Worked in a fast-paced environment waiting tables and simultaneously tending bar.

• · Cash handling and preparation of foreign currency orders.
• · Processing Money transactions through Western Union.
• · Attending telephone enquiries, outbound calls as and when required.
• · Cash handling and preparation of currencies order, Ordering foreign currency stock
• · Achieving sales targets (Sales and Cross-Selling).

• Building long term relationships with direct clients and system integrator by meeting their IT consulting resource needs and contributing to their growth.
• Generating RFx and handling international clients, primarily in America.
• Developing and sustaining effective new business relationships with accounts/clients.
• Maintaining proactive, regular contact with accounts to maximize their success and usage, as well as additional revenue opportunities.

• Ensuring prompt and accurate service delivery by team members for the achievement of targets/SLA and KPI.

• Managing the team of around 30-50 people of Tele-sales Agent working towards pre-defined targets

• Preparing MIS and Reports for management regarding future forecast, Sales Achievement, Quality Improvising and other areas of scope.

• Ability to set targets and coach/motivate team towards achieving their sales targets.

• Ensured team achieve productivity and quality roster adherence.

• · Escalations. Achieving sales targets (Sales and Cross-Selling).
• · Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
• · Coached team members in customer service techniques, providing feedback and encouraging them to reach their highest sales potential.
• · Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

• · Taking care of the technical processes of US Shifts to deal with Computer Software's & Antivirus with printer Issues.
• · Generated sales leads and cold called potential customers.
• · Developed sales plans to increase market share, customer base and revenue.
• · Built relationships with customers to increase likelihood of repeat business.
• · Handled all customer relations issues in a gracious manner and in accordance with company policies

• Performing the various tasks of data mining and research from the Internet.

• Editing of data collected, preparing summarized reports from news articles.

• Preparing profiles on specified subjects/topics/people etc.

• Conduct fact-based research and analysis

• Assist with publication of research commentaries and papers

• Evaluate new and established research sources

• Prepare materials that summarize data and draw conclusions to support key business discussions