Nivedita Agarwal
Southbank,Australia
Summary
Customer-focused professional with 14 years of experience in customer service and client relationship management. Specializes in enhancing client retention through effective communication and relationship building. Experienced in CRM systems and documentation management, delivering value in fast-paced environments. Proven ability to introduce products and implement pricing strategies that drive growth.
Overview
16
16
years of professional experience
Work History
Immigration Sales Consultant
Y-Axis Immigration Consultancy
Melbourne
04.2019 - Current
- Converted inquiries into sales by following up with potential customers
- Fostered strong client relationships to consistently achieve sales targets
- Addressed objections and provided tailored solutions to meet customer needs
- Delivered excellent customer experience and built long-term relationships
- Ensured high level of customer satisfaction and service quality
- Maintained positive communication with clients throughout the process
- Addressed customer inquiries and complaints promptly
- Provided professional phone and digital support to clients
- Processed customer requests and followed up effectively
- Worked closely with team to improve revenue and customer retention
- Managed office operations efficiently
- Prepared reports, updated files, and ensured accurate documentation
- Assisted in client consultation and explained services and products
Business Development Executive
Food Revolution
Pune
03.2017 - 12.2018
- Contacted potential clients and introduced company services, fostering strong business relationships
- Managed daily outbound calls and follow-ups to convert leads into customers
- Generated new business opportunities through social media platforms, phone calls, emails, and messaging channels
- Promoted services through social media marketing and online engagement, enhancing brand visibility and client outreach
- Built and maintained long-term relationships with new and existing customers
- Responded to client inquiries through email, WhatsApp, LinkedIn, and other digital platforms
- Worked towards achieving sales targets and business growth objectives
Customer Service Associate – Life Insurance Process
WNS Global Services
Pune
08.2013 - 05.2016
- Processed life insurance policies, claims, and documentation, ensuring timely and accurate back-office operations
- Maintained accurate customer records and updated databases to support efficient client interactions
- Coordinated with internal teams to resolve queries and discrepancies, enhancing overall customer satisfaction
- Managed email communications and documentation for clients
- Prepared reports and ensured compliance with company policies
Customer Service Associate – Insurance Process
EXL Services
Pune
07.2012 - 04.2013
- Coordinated with internal teams to expedite claim resolution
- Processed property insurance claim requests accurately and updated CRM records
- Verified and maintained customer documents for compliance and audit purposes
- Managed email and digital communication to enhance client and stakeholder engagement
- Maintained high standards of accuracy, productivity, and service quality
- Prepared detailed reports and documentation for management review to support decision-making
Senior Customer Service Associate / Trainer
Wipro BPO
Pune
04.2010 - 07.2012
- Conducted training sessions for new employees on customer service processes and company standards to enhance service delivery
- Guided team members in navigating complex customer interactions and internal processes to improve resolution outcomes
- Evaluated work for accuracy, process compliance, and quality standards to uphold service excellence
- Maintained documentation of training materials, process updates, and employee performance
Education
Bachelor of Arts - Sociology
PWC
India04-2006
PG Diploma - Mass Communication
Indira School of Communication
PuneSkills
- Consultative Sales Techniques
- Client Consultation
- Customer Care & Client Support
- Client retention
- Complaint resolution
- Customer journey
- Salesforce management
- Lead Tracking
- CRM software
- Data management
- Sales Documentation
- Digital communication
- Microsoft Office
Languages
English
Full Professional
Hindi
Native/ Bilingual
Timeline
Immigration Sales Consultant
Y-Axis Immigration Consultancy
04.2019 - Current
Business Development Executive
Food Revolution
03.2017 - 12.2018
Customer Service Associate – Life Insurance Process
WNS Global Services
08.2013 - 05.2016
Customer Service Associate – Insurance Process
EXL Services
07.2012 - 04.2013
Senior Customer Service Associate / Trainer
Wipro BPO
04.2010 - 07.2012
Bachelor of Arts - Sociology
PWC
PG Diploma - Mass Communication
Indira School of Communication