Rohini Vishwe

Senior Customer Service Associate @Capita India

Pune, IN

In my role as a senior executive customer management at Capita, I have excelled in providing outstanding customer support for all parcel-related queries. Handling inbound and outbound calls, chats, and emails, I have developed strong communication and problem-solving skills. Additionally, I have been responsible for monitoring customer account aging, identifying and addressing non-payments, delayed payments, and other irregularities. I have also undergone training in various lines of business, including imports, exports, and investigation.\\\\nWorked as QA -In my role, I had key QA responsibilities, which included monitoring and auditing cases to ensure compliance with quality standards. I conducted thorough evaluations of customer interactions, providing valuable feedback and conducting live audits to identify areas for improvement. By closely monitoring performance metrics and analyzing customer interactions, I ensured that agents maintained high-quality service delivery. I managed escalations related to refund, credits, and investigations, resolving complex issues promptly and effectively. Additionally, I maintained detailed reports and documentation, documenting key metrics and performance indicators. Through regular quality sessions, huddles, and process updates, I facilitated continuous improvement and ensured that the team consistently met or exceeded quality targets.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n

Mahatma Gandhi Missions

A Grad in all subjects