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Sapna Shrivastava

Virtual Customer Assistant

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Intro
India
Studied Accountancy, Economics, Business Studies, English Literature, Travel and Tourism at Bhopal School Of social Sciences
Executive Office
Joined June 7, 2023

Skills

Languages

Hindi
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Native or Bilingual
Malayalam
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Native or Bilingual
English
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Fluent
About
As a seasoned customer service expert, I have a plethora of industry knowledge and am dedicated to providing exceptional service to all clients. I work effectively with colleagues, utilizing my cheerful and optimistic demeanor to develop connections with customers. My key motivation is to achieve customer happiness and contribute to the general development of the organization. I specialize in optimizing procedures, streamlining workflows, and improving service quality to surpass expectations. With a strong emphasis on objection handling, consultative sales, and relationship development, I am well-equipped to provide outstanding customer experiences. My articulate and energetic approach enables me to form and cultivate connections, expand enterprises, and establish long-term relationships. Overall, I am committed to providing exceptional customer service that leaves a lasting impression
Experience
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COGNIZANT TECHNOLOGY SOLUTIONS INDIA PRIVATE LIMITED
Nov 2022 – Jan 2023
Bangalore
Member Safety & Recovery Consultant At LinkedIn
Research and resolve customer queries about trust-related, privacy-related, and security incidents in line with LinkedIn’s Privacy Policy and User Agreement. • Communicate effectively through multiple channels to restore loyalty with members and employees. • Demonstrate accountability by consistently performing at or above key performance indicators and quality benchmarks. • Exhibit strong critical thinking skills to solve complex issues, and implement appropriate solutions. • Manage time effectively to support the demands of our queues, provide rapid support, own career development, and invest in team culture. • Recognize problems effectively and limit damage to trust by performing relevant research, analyzing data, and using appropriate tools, resources, and subject matter experts.
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Vodafone
Jan 2022 – Apr 2022
Ahmedabad
Senior customer service consultant
Handled 100+ customer queries per day related to airtime plans, spend managers, age restrictions, and more. • Answered multi-line phones and used active listening skills to assess client issues and challenges, resulting in a 95% customer satisfaction rating. • Maintained the customer account information database by canceling and updating 100+ customer accounts per month. • Followed up with customers about resolved issues to maintain a 98% customer retention rate. • Met customer call guidelines for service levels, handling time, and productivity, with an average handling time of 10 minutes and a productivity rate of 95%. • Educated customers about billing, payment processing, and support policies and procedures, resulting in a 90% customer understanding rate
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NoBroker.com
Jan 2021 – Sep 2021
Bangalore
Movement Manager
• Responsively and accurately responded to customer queries via chat, calls, and email, resolving 95% of issues within 24 hours. • Monitored customer complaints on social media and reached out to provide assistance, resolving 80% of complaints within 24 hours. • Identified issues, analyzed information, and provided solutions to problems, saving the company $10,000 in customer support costs. • Clarified customer issues and determined the root cause of problems to resolve product or service complaints, resulting in a 90% customer satisfaction rating. • Used the company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions, reducing the average time to resolve technical issues by 50%. • Answered customer telephone calls promptly to avoid on-hold wait times, resulting in a 95% customer satisfaction rating.
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Concos Bpo Private Limited
Jan 2018 – Dec 2020
Bangalore
Customer Service Representative
• Responsively and accurately responded to customer queries via chat, calls, and email, resolving 95% of issues within 24 hours. • Identified customer needs and assisted them in using specific features, increasing customer satisfaction by 10%. • Monitored customer complaints on social media and reached out to provide assistance, resolving 80% of complaints within 24 hours. • Answered product and service questions and suggested other offerings to attract potential customers, increasing sales by 5%. • Clarified customer issues and determined the root cause of problems to resolve product or service complaints, resulting in a 90% customer satisfaction rating. • Used the company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions, reducing the average time to resolve technical issues by 50%.
Education
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Bhopal School Of social Sciences
Jan 2016 – Jul 2018
Bachelor of commerce, Accountancy, Economics, Business Studies, English Literature, Travel and Tourism