Kavita Gopinathan
Manama
Summary
Customer Service Associate with over 7 years of experience in providing exceptional customer support through various channels. Proven track record in handling high-volume interactions, resolving customer complaints, and driving customer satisfaction. Skilled in CRM systems, active listening, and coordinating with cross-functional teams
Overview
11
11
years of professional experience
Work History
Front Office Executive
Dreamotel
03.2023 - 02.2024
- Welcomed guests and clients in friendly, positive manner.
- Captured and processed client information, entering data into online systems for wider company use.
- Directed clerical tasks, including copying, faxing and file management.
- Delivered polite, professional customer service to enhance business reputation through positive first impressions.
- Met incoming customers with professional approach and provided friendly, knowledgeable assistance.
- Offered outstanding hospitality throughout client visits, aiding positive customer experiences and loyalty.
- Maintained clean and orderly reception area to impress and welcome visitors.
- Booked conference rooms and meeting spaces, coordinating supplies and catering for company events.
- Processed credit card orders and reconciled receipts against credit card statements to support month-end closing
- Reduced wait times for guests by efficiently managing room availability and reservation changes.
- Assisted in training new front office team members, leading to increased productivity and efficiency.
- Coordinated with housekeeping staff to ensure timely room turnovers, resulting in improved guest experience.
Senior Process Executive
Tech Mahindra
01.2022 - 12.2022
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Senior Customer Service Representative
Infosys BPM
12.2012 - 01.2019
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Reduced call wait times by implementing effective time management techniques within the team.
- Escalated issues to proper supervisors when standard processes were not effective.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained staff on operating procedures and company services.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Education
Master of Science - Information Technology
Sikkim Manipal University
Delhi, India09.2012
Bachelor of Computer Applications - Computer And Information Sciences
Sikkim Manipal University
Delhi, India06.2011
Skills
- Strategic Planning
- Microsoft Office
- Clerical Support
- Resourceful
- Flexible
- Reception duties
- Relationship Building
- Typing Speed
- Customer and client relations
- Employee Communications
- Multitasking and Time Management
- Fast Learner
Visaexpiry
06/11/2024
Birthdate
08/03/1984
Personal Information
- Nationality: Indian
- Marital Status: Single
- Religion: Hindu
- Passport Number: Y7594375
- Passport Expiry date: 21/08/2033
- Place of Issue: Kochi, India
Timeline
Front Office Executive
Dreamotel
03.2023 - 02.2024
Senior Process Executive
Tech Mahindra
01.2022 - 12.2022
Senior Customer Service Representative
Infosys BPM
12.2012 - 01.2019
Master of Science - Information Technology
Sikkim Manipal University
Bachelor of Computer Applications - Computer And Information Sciences
Sikkim Manipal University
Similar Profiles
SARAH ULHAQSARAH ULHAQ
Regional Marketing Manager at American Express Middle EastRegional Marketing Manager at American Express Middle East
VISHNU B CHANDRANVISHNU B CHANDRAN
Salesman at ROAD CARRIER FOOD DELIVERY SERVICES WLLSalesman at ROAD CARRIER FOOD DELIVERY SERVICES WLL
Emad AlfonsEmad Alfons
Senior Digital Forensic Examiner at Ministry Of InteriorSenior Digital Forensic Examiner at Ministry Of Interior