Akshata Maurya
Sr. customer executive
- Role
- Customer Service Specialist at Amazon Pay India
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Akshata Maurya
Name: Akshata mauryaExpertise: Chat Process Experience: 2+ years in customer service and chat process management Education Certified Customer Service Professional, Chat Process Specialist Skills:Excellent written communication skillsProficient in using chat platforms and softwareDeep understanding of customer service principles and best practicesAbility to multitask and manage multiple chat conversations simultaneouslyStrong problem-solving skills and ability to handle difficult customersExperience in handling sensitive and confidential information with professionalismProactive approach in identifying and resolving customer issuesAbility to work in a fast-paced environment and meet targetsKnowledge of product/service offerings and ability to provide accurate informationTeam player with a positive attitude and ability to work collaboratively with cross-functional teamsProficient in analyzing chat data and generating reports for process improvementFamiliarity with chat etiquette and adherence to company policies and proceduresAbility to adapt to different customer communication styles and provide personalized solutionsExcellent time management skills and ability to prioritize tasks effectivelyContinuous learning mindset to stay updated with industry trends and advancements Professional Accomplishments:Successfully managed and improved the chat process for a Fortune 500 company, resulting in increased customer satisfaction ratings by 20%Implemented chat escalation procedures that reduced customer escalations by 15%Trained and mentored junior chat representatives, resulting in improved team performance and reduced handling timeImplemented chat analytics tools to track and analyze chat data, resulting in process improvements and reduced customer wait timeReceived multiple customer service excellence awards for consistently meeting and exceeding performance targetsImplemented chat scripting and canned responses for faster response times and improved consistency in customer interactionsCollaborated with cross-functional teams to resolve complex customer issues and provided timely updates to customersConducted training sessions on chat etiquette, customer service skills, and product knowledge for new chat representativesActively participated in process improvement initiatives and provided suggestions for optimizing chat process Maintained a high level of customer satisfaction through effective communication, problem-solving, and follow-up skills
Experience
Customer Service Specialist
Jul 2024 — Present
Education
Sices
B. Com
2015 — 2019
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