Himani Bansal
Summary
Customer Service Specialist equipped to deliver impactful support and foster client satisfaction. Skilled in problem-solving, conflict resolution, and effective communication. Strong focus on team collaboration and adaptability to changing needs. Reliable, results-driven professional with commitment to enhancing customer experiences.
Overview
9
9
years of professional experience
Work History
Sales and Customer Service Consultant (Reservation Specialist)
Scenic Cruises and Tours
04.2023 - Current
- Managing interactions in the form of Inbound Calls, Outbound calls, Emails, Web forms and System generated administrations.
- Accurately identifying customer requirements and assisting them with booking travel arrangements and providing excellent customer service.
- Accurately document all interactions and follow system process accurately with high quality.
- Managing high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developing rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributing to sales growth by upselling products based on individual customer requirements.
- Achieved sales target of $100,000 revenue per month.
- Assisted team in successfully finalising and documenting more than 1000 reservations in a week during peak season.
- Assisted accounts team in payment chasing from guests and agents when required.
Customer Service Representative
Sky TV
05.2020 - 03.2023
- Assisted customers with inquiries across multiple channels including voice, chat, email and social networks when required.
- Input service orders in the subscriber management system with a high-level of accuracy.
- Generate new business opportunities and operational savings by adding value and up selling targeted offers.
- Keep on top of the various updates of system and products on the market.
- Assisted other departments including accounts, credit and payroll as and when required.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Identified and resolved discrepancies and errors in customer accounts.
Duty Manager
Air New Zealand International Lounge (Compass Group)
11.2018 - 03.2020
- Maintained a welcoming and comfortable atmosphere by overseeing cleanliness and maintenance of the lounge area.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
- Ensured compliance with all relevant health, safety, and licensing regulations by conducting regular audits and maintaining accurate records.
- Collaborated with kitchen staff to ensure seamless food and beverage service during peak hours.
- Addressed customer complaints with professional demeanour and used communication and problem-solving skills to resolve issues.
Personal Banker
HDFC Bank
04.2016 - 09.2017
- Handled customers queries, answering and resolving issues on personal savings and lines of credit accounts.
- Met and exceeded very strong sales goals on a daily basis with referring additional bank products and services to customers.
- Solved complex problems with multiple software programs simultaneously in a timely manner.
- Demonstrated appropriate and professional phone skills, exhibited composure and patience at all times.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
Education
Post Graduate Diploma in Management -
Whitireia Polytechnic College
10.2019
Masters of Commerce -
MCM DAV College
07.2017
Skills
- Team Player
- Task prioritization
- Ability to Work under Pressure
- Communication Skills
- Active listening
- Creative problem solving
- Resilience
- Attention to Detail
- Escalation management
- Computer proficiency
- CRM software
- Documentation
Accomplishments
- Customer Relations - Earned highest customer sentiment score for customer satisfaction, company-wide.
- Sales - Exceeded sales target by 50% by generating revenue of over $100,00 from bookings in a month
Languages
English
Full Professional
Hindi
Native or Bilingual
Timeline
Sales and Customer Service Consultant (Reservation Specialist)
Scenic Cruises and Tours
04.2023 - Current
Customer Service Representative
Sky TV
05.2020 - 03.2023
Duty Manager
Air New Zealand International Lounge (Compass Group)
11.2018 - 03.2020
Personal Banker
HDFC Bank
04.2016 - 09.2017
Masters of Commerce -
MCM DAV College
Post Graduate Diploma in Management -
Whitireia Polytechnic College
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