Harshita Manocha
Brisbane
Summary
Highly cooperative and patient individual with strong ability to connect and empathize with children and parents. Offers generous and collaborative approach, ensuring supportive and engaging environments for all involved. Brings deep commitment to fostering positive relationships and teamwork in childcare settings.
Overview
11
11
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE REPRESENTATIVE
Probe Group Of Companies
05.2021 - 10.2021
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Assisted with training and mentoring new team members.
CALL QUALITY ANALYST
Convergys
03.2013 - 10.2017
- Provided feedback on agent's performance related to customer service goals and objectives.
- Conducted detailed analysis of calls using established best practices for Quality Assurance.
- Performed coaching sessions with agents to improve their performance in accordance with company standards.
- Monitored customer service representatives' phone conversations in order to identify potential problems or opportunities for improvement.
- Reviewed customer comments, complaints, and inquiries regarding product or services issues.
CHAT SUPPORT REPRESENTATIVE
Fidelity National Information Services (FIS)
08.2010 - 02.2013
- Monitored live chat sessions to ensure that all inquiries were answered promptly and professionally.
- Established positive relationships with customers through friendly conversation.
- Managed multiple simultaneous conversations in an organized fashion.
- Provided exceptional customer service by resolving customer inquiries in a timely and accurate manner.
- Created detailed reports outlining customer interactions and resolutions.
Education
Certificate III - Early Childhood in Childhood Care
Apex Training Institute
Post Graduation Diploma - Computer Applications
DOEACC
07.2007
Bachelor of Arts (B.A.) - Arts
University of Delhi
06.2005
Skills
- Health and safety
- Interpersonal and written communication
- Patience and empathy
- Strong work ethic
- Student engagement
- Excel proficiency
- Hygiene practices
- Active listener
Certification
Blue Card
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Probe Group Of Companies
05.2021 - 10.2021
CALL QUALITY ANALYST
Convergys
03.2013 - 10.2017
CHAT SUPPORT REPRESENTATIVE
Fidelity National Information Services (FIS)
08.2010 - 02.2013
Certificate III - Early Childhood in Childhood Care
Apex Training Institute
Post Graduation Diploma - Computer Applications
DOEACC
Bachelor of Arts (B.A.) - Arts
University of Delhi
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