Ashwini Pandey
Brno
Summary
Highly motivated and detail-oriented professional with extensive experience in customer service. Seeking to leverage skills in problem-solving, communication, and customer relationship management in a dynamic customer service role. Adept at handling multiple tasks simultaneously while maintaining a high level of accuracy and efficiency.
Overview
6
6
years of professional experience
Work History
Teacher/Psychological Advisor
Viki Kids Club
06.2023 - Current
- Providing educational and emotional support to children
- Creating and executing engaging educational activities
- Offering support and guidance to children regarding emotional and behavioral concerns
- Working together with parents and staff to create a supportive environment
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Identified struggling students early on and provided additional support through tutoring sessions and modified lesson plans.
Customer Service Associate
Stepin Solutions
01.2021 - 03.2023
- Analyses user-generated trouble tickets to determine causes of problems and took appropriate action for resolution
- Created tickets on customer queries for the IT team
- Managed change processes in ServiceNow
- Generated reports to track performance and analyze trends
- Dispatched tickets efficiently
- Communicated with customers via email, phone calls, and live chat, maintaining detailed records of interactions and managing customer account details
- Streamlined repair processes and updated procedures for support action consistency.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Increased team productivity with effective communication and coordination of tasks.
Customer Service Associate
Innova Systems
07.2018 - 12.2020
- Provided high-quality customer service through phone, email, and live chat support
- Assisted customers with troubleshooting and resolving issues with their accounts
- Managed and updated customer information in CRM system
- Conducted customer satisfaction surveys and reported findings to management
- Trained new employees on customer service protocols and software tools.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Master of Arts -
Gujarat University
GUJARAT06.2018
Bachelor of Arts -
Gujarat University
GUJARAT06.2015
Skills
- Microsoft Office (Word, Excel, PowerPoint)
- Google Workspace (Docs, Sheets, Slides)
- CRM tools (Salesforce, Freshdesk, Microsoft Dynamics 365)
- Product and service solutions
- Project management
- CRM software
- Complaint escalation
- MS office proficiency
- Inbound and outbound calling
Languages
Timeline
Teacher/Psychological Advisor
Viki Kids Club
06.2023 - Current
Customer Service Associate
Stepin Solutions
01.2021 - 03.2023
Customer Service Associate
Innova Systems
07.2018 - 12.2020
Master of Arts -
Gujarat University
Bachelor of Arts -
Gujarat University
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