Harshita Kushwah
Summary
Seeking a position in organization where my professional experience and education will allow me to make an immediate contribution as an integral part of your firm and assist the company in the accomplishment of its goal.
Overview
4
4
years of professional experience
Work History
Customer Service Representative Team Lead
Wipro Technologies
Greater Noida, Uttar Pradesh
06.2022 - 12.2022
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Improved overall call center performance with effective coaching and feedback to team members.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Investigated and resolved customer inquiries and complaints quickly.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Responded proactively and positively to rapid change.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Supervised large teams with guidance, support and direction for high-quality customer care.
Customer Support Specialist / Sr. Executive
iEnergizer
Noida Uttar Pradesh
02.2021 - 04.2022
- Responding to customer queries in a timely and accurate way, via phone, email or chat
- Assist in training junior Customer Support Representatives.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Responded to customer calls and emails to answer questions about products and services.
Customer Support Executive
Autumn House West
Mumbai, Maharashtra
01.2019 - 01.2021
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Achieved consistently high customer satisfaction ratings through personalized assistance and empathy in interactions.
- Contributed positively to the organization''s online reputation by promptly addressing negative reviews or comments from dissatisfied customers.
- Managed high call volumes while maintaining composure and professionalism under pressure.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Maintained comprehensive knowledge of product offerings, enabling effective troubleshooting and problem-solving capabilities.
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Listened to customers' questions and concerns to provide answers or responses.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Developed strong relationships with key clientele, leading to increased repeat business and referrals.
Education
Masters of computer application -
P.K University
Shivpuri, MP06.2021
Bachelor of Science - Computer Science
Jiwaji University
Gwalior, MP06.2016
Skills
- Problem Solving
- Team Management
- Planning
- Reporting & Documentation
- Research Skills
- Leadership
- Multitasking
- Time Management
- Adaptability
- CRM software knowledge
- Administrative and Office Support
- Teamwork and Collaboration
Personal Information
Title: Sr. Customer Support Executive
Timeline
Customer Service Representative Team Lead
Wipro Technologies
06.2022 - 12.2022
Customer Support Specialist / Sr. Executive
iEnergizer
02.2021 - 04.2022
Customer Support Executive
Autumn House West
01.2019 - 01.2021
Masters of computer application -
P.K University
Bachelor of Science - Computer Science
Jiwaji University