Vaishnavi Chawla

Handled international customer queries via calls, chat, and emails across multiple support channels. Provided end-to-end support for orders, returns, refunds, and account related issues. Ensured high levels of customer satisfaction through empathetic, clear, and professional communication. Consistently achieved key performance metrics including CSAT, AHT, quality, and adherence. Escalated complex issues when required and maintained accurate case documentation in internal systems.

Part of the migration team for Citi Bank and Axis Bank project. Address customer calls related to credit card queries, complaints, and escalations. Promote credit cards and additional bank products to enhance customer offerings, like EMI, personal loan, home loan, credit limit enhancement, etc. Handle escalation calls and resolve customer complaints efficiently. Maintain a daily target of handling 50-60 calls while ensuring adherence to call quality and timing standards. Conduct outbound calls for escalated issues and feedback collection.

Assisting customers with their stock-related inquiries via email, providing them with comprehensive information and resolving any concerns they may have. Conducting thorough share audits to ensure accuracy and compliance, ensuring that all relevant information is shared promptly with the customers. Consistently meeting performance Key Performance Indicators (KPIs) set by the organization to qualify for incentives. Actively working on enhancing the quality of the process on a regular basis.

Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, and special requests. Well versed with the Opera Knowledge. Shift closing tallying all the folios and batch reports. Assigning room as per the preferences of the guest. Take feedback from guest on departure. Assisting other departments in busy operations. Also well versed with operators operations.

Maintaining records of guest profile, database, accounts and guest requests. Assist guest in queries pertaining to hotel services and facilities. Welcome guests with care and attention. Anticipate and handle any dissatisfaction to provide a solution rapidly. Being the contact point for all customers and contribute to customer satisfaction and loyalty. In charge of following-up and updating customer files.