Mumbai, Maharashtra, India
Built and maintained strong client relationships, driving satisfaction, retention, and loyalty across a high-value portfolio. Identified and executed cross-sell and up-sell opportunities for financial products, contributing directly to revenue growth. Managed complex client escalations by coordinating across departments for prompt, satisfactory resolution. Conducted market research to identify emerging trends; provided strategic insights to management. Prepared and presented performance reports to senior leadership, highlighting key KPIs and improvement areas.
Delivered high-quality customer support for Sky TV subscribers across multiple channels, handling inquiries, complaints, and technical issues. Managed escalations efficiently, coordinating with cross-functional teams for timely and effective resolution. Consistently exceeded KPIs including customer satisfaction scores, resolution rates, and call-handling time. Contributed to process improvement initiatives, enhancing service delivery and team efficiency. Assisted in training new team members, promoting best practices and a collaborative culture.
Handled high-volume inbound and outbound calls, resolving customer issues with focus on first-call resolution. Maintained accurate CRM documentation of all customer interactions and transactions. Exceeded performance metrics across call handling, satisfaction scores, and resolution rates in a dynamic BPO environment.
Managed and maintained comprehensive customer and financial data, ensuring accuracy and completeness. Generated regular and ad-hoc management reports providing key insights to support decision-making. Streamlined backend processes to improve efficiency and accuracy in data handling and reporting. Ensured compliance with company policies and regulatory requirements across all backend operations.