Shivani Chandra

Shivani Chandra- Contact - Highest Education – Intermediate Noida, Uttar Pradesh Summary - I'm a Sr Customer Care Specialist with a learning span of 3 years and counting. I have worked closely with HNI Customer's Account Management, after sales services with conclusive Escalation maneuvering to resolution. In my current position I got an exposure in debt management, identifying customers pain area leading to enhance the service for add on revenue generation alongside satisfactory CSAT. With Intermediate knowledge in MS Office and profound control on CRM tools above stated tasks become quite easy helping me with Time management and allowing me more time to help my peers to achieve desired team targets making me a better Team player. Experience - Concentrix Daksh PVT LTD – Customer Service Associate 14th January 2019 – 28th September 2019 – 10 mos Highlight – • Provided friendly and efficient customer service over the phone and in person • Handled customer inquiries and resolved complaints • Demonstrated strong written and verbal communication skills • Ensured customer satisfaction by providing a high level of service • Kept up to date on product knowledge and changes • Followed up with customers after Skill Sets Acquired – • Work under minimal supervision and under pressure. • Learn to initiate and execute business strategies. • Active listening • Adaptability • Proficient communication skills and organized professionalism • Effective communication • Emotional intelligence Volans Informatics Pvt Ltd – Sr. Customer Care Analyst 11th November 2020 – 3rd February 2023 · 2 yrs 3 mos Highlight – Worked in International process with shifts as UK , US, AU and NZ. Provided friendly and efficient customer service and ensured customer satisfaction by providing a high level of service and FCR. Also have worked in voice, chats as well as email processes and have handled customer retention as well. Skill Sets Acquired – • Data Analytics • Collaborative Skills • Data driven approach • Communication • Negotiation skills • Open-mindedness • Patience • Persuasion Accenture – Transaction processing Associate 6th February 2023 – 10th May 2023 – 4 mos Highlight • Work Flow Management and operations for international Customer Service processes. • Worked hand in hand with upper management to ensure proper execution of SOP’s and client SLA’s. Skill Sets Acquired – • WFM through data management and analytics. Analytical skills • Technologically handling business operations. • Time management • Guidance and Knowledge Transfer. • Enhanced Listening skills • Understanding body language • Writing skills Education – Intermediate Family Background – Father – Vikas Singh Profession – Businessman Mother – Anju Bharti Profession – Housewife