Amal Sonowal

Experienced [Senior CSA] with proven track record driving high customer satisfaction and creating positive customer experiences. Proficient

Message

Intro

Guwahati, India

SENIOR CUSTOMER SERVICE ASSOCIATE at VODAFONE INDIA SERVICE PVT.LTD

Studied SOCIOLOGY at UNIVERSITY OF PUNE

Information Technology & Services

linkedin.com/in/amal-sonowal

Joined May 19, 2023

Skills

About

I am loyal, hardworking, professional and conscientious and having studied the job description for this role, I feel the attributes I possess are a strong match.While at work, I am someone who takes great pride in delivering each task to high standard and I achieve that by working closely with other people within the team. I am looking forward to learning the role quickly and getting to know as much about the product and service so I can start contributing and making a positive impact. I am confident I will prove an asset to your company and respectfully submit my application for your review. I’ve worked for ten years in customer service, and I always go above and beyond what’s expected of me. As a CSR at Vodafone, I helped design a new sales strategy to seamlessly upsell customers and consistently deliver value. Within 14 months of implementing this strategy, our company saw a 20 percent increase in customer satisfaction.I was responsible for leading service agent training and gained a reputation for being a positive and enthusiastic team player. As a training specialist, I taught agents how to be careful and patient listeners. I also ensured they had extensive knowledge of our products as well as the tools we use, including Excel. I would like to request a meeting to discuss how I can help meet your goals. I am available at your convenience and hope to hear from you soon.

Experience

VODAFONE INDIA SERVICE PVT.LTD

Sep 2016 – Present

PUNE

SENIOR CUSTOMER SERVICE ASSOCIATE

Managed high levels of call and chat flow and responded to technical support needs. •Collaborated with supervisors to escalate and address customer inquiries or technical issues. •Used ticketing systems to manage and process support actions and requests. •Assisted customers in identifying issues and explained solutions to restore service and functionality. •Explained security measures in simple terminology to help users understand malware and phishing threats. •Researched product and issue resolution tactics to address customer concerns. •Identified potential sales and cross-selling opportunities and informed supervisor.

Education

UNIVERSITY OF PUNE

Jan 2003 – Jan 2008

POST GRADUATE, SOCIOLOGY