anuja srivastava

US Process

• Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
• Directed multiple client accounting system conversions into web-enabled financial platform
• Setup and updated customer accounts with interactions,payments and personal information.
• Performed prescribed scripts and utilized friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
• Followed up with customers to collect information and verify details

US PROCESS

• Advised clients on mortgage.
• Maintained friendly and professional customer interactions.
• Collecting documents for mortgage modification.

AUSTRALIA PROCESS

• Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
• Retaining customer
• Exhibited exceptional customer service at all times, including addressing customer inquiries and ensuring resolution.
• Modified and refined offerings and operational practices to meet changing customer requirements.
• Utilized basic sales strategy to engage customers and present solutions to suit individual needs.
• Exceeded service objectives by utilizing customer service and sales best practices.
• Informed customers about special promotions and provided detailed information for various products.

UK PROCESS

• Responded resourcefully to customer requests and concerns.
• Delivered exceptional customer service through Acknowledgement, communication and commitment to quality.
• Exceeded service objectives by utilizing customer service and sales best practices.

US PROCESS

• Received payment information from customers and implemented it carefully into the system to alleviate errors.
• Marketed additional products and services that would complement customers' current offerings and add value.
• Explained online self-help options to customers so that they could find answers to questions on their own and after-hours.
• Utilized proper telephone etiquette and asked in-depth questions to immediately find solutions to issues for customers.
• Resolved customer billing errors by researching issues in the system, asking open-­ended questions and determining causes for the problems.
• Maintained strong reputation of efficiency and accuracy, earning numerous recommendations from satisfied customers.

US PROCESS

• Built and provided basic end-user trouble shooting and desktop support on AT&T.
• Managed high levels of call flow and responded technical support needs of customers.
• Answered support calls within seconds to minimize delays and subsequent abandoned calls.
• Documented all transactions and support interactions in system for future reference and addition to knowledge base.
• Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.