Sonali Mohapatra

• Contributed to product development efforts by providing valuable user feedback from calibration calls.
• Tracked KPIs and created continuous improvement plans.
• Analyzed and published Complaint Capture Accuracy
• Supported in improvement of Automation performance
• Experienced with Complaint Identification and Taxonomy .
• Knowledge of NICE and Nexidia recording systems, Pega, Sawgrass, Olympus and Eclipse systems
• Mentored team members, fostering professional growth and enhanced problem-solving abilities.
  

●Promptly handled an average of 100+ customer chats per day and addressed concerns about opening disputes, bill payment issues, processing payments, account maintenance, and account closure requests with a 95% customer satisfaction rate.

● Effectively handled irate customers and complaints with a sense of calm and good work ethic. Provide accurate and appropriate information in response to customer concerns.

● Promoted sales by proactively engaging and educating customers of the evolving product offers.

● Analyzed financial statements and transaction history of the customer to better understand and advice on resolving account-based discrepancies.