Rohini Chavhan

Use critical thinking and problem solving, making claim decisions and process transactions based on the claimant's policy. Review and provide feedback to subordinates' work-cases. Take ownership and responsibility with follow-up items, call documentation, and general transactions to resolve the customer's request. Actively listened to customers' requests, confirming full understanding before addressing concerns. Led projects and analyzed data to identify opportunities for improvement. Worked with customers to understand needs and provide excellent service. Resolved conflicts and negotiated mutually beneficial agreements between parties.

Analysis of leadership and management skills gap for current and future managers in Lancashire region with the help of stakeholder analysis and risk management. Enhanced the operational program by analysing a strategic method and proposed a suggestion for Leading Lancashire programme for the SMEs to achieve their full potential and bring out best in their workforces. Created a plan for framework of operational programme to develop training plan enabling SME to develop effective leadership and management knowledge, skills and behaviour and for potential advancement in career.

The purpose of the role is to secure resolution of outstanding balances through direct contact with customers (telephone and email) and/or through direct contact with other AT&T internal functions. Also provide the Team Leader with support to achieve the team’s goals. Account Management. Direct/manage customer requests/instructions: copy invoices, SOA, BRH, service cancellation requests, billing disputes or questions, missing payment investigations, customer account changes (name, address, contact, VAT References, PO references), payment or credit allocations, refund eligibility. Engage and/or coordinate with other Client functions including: Sales, Service Management, Billing Operations, Customer Care, Service Delivery, Service Assurance, Finance, etc. (calls, emails, conference calls). Account reconciliations and investigations. Timely escalation management (internal & external). Manage customer interface, inbound/outbound telephone calls and emails. Obtain and track payment commitments.

Delivered timely, accurate and professional customer service to Amazon customers. Interacted with the customers primarily through phone to resolve their queries with an appropriate solution. Responsible for managing all the incoming queries regarding pre-sales and post-sales. Provided support to the customers via phone, email and chat.

Maintaining composure while interacting with customers primarily through chat and emails. Have assisted to the management in auditing the chats and provide feedback to the agents. Rewarded as the only person on the entire floor for clearing nesting program. Received recognition for excellent and consistent performance at Genpact.

Graduate MBA in Lancashire school of Business and Enterprise.

Completed the Bachelor’s in Engineering in Computer Science and Engineering.