Shikha Mishra

* Initiating outgoing calls to corporate clients / brokers. * Incorporating communication “scripts” when handling different topics. * Providing customers with information about our office spaces and services. * Understand customer requirements and respond in an effective and efficient manner. * Objection resolution and client retention. * Timely customers follow ups. * Lead management in CRM.

Connected with customers to understand and address their queries related to company products such as GPS devices, Fastag, and diesel sensors. Managed the IDFC Bank portal to check the activation status of Fastags, including verification of whether the Fastag was active, hotlisted, or pending activation. Provided timely resolutions by coordinating technician visits or Fastag/Device replacements within the estimated time frame with creating the tickets as per customer query. Escalated unresolved or critical cases to the senior department via email for further action. (Tools like - Ameyo, Metabase, Matrics 360, Zoho, Unicommerce, Wheelseye App, IDFC Portal, Excel, Easy fix, CRM tools)

Provided roadside assistance services to customers experiencing vehicle issues. Prioritized and managed high-sensitivity cases, including major accidents, senior citizens, and female customers, ensuring timely and efficient support. Coordinated with service providers to deliver assistance within the estimated time frame. Maintained clear communication with customers to ensure a smooth and supportive experience during emergencies. (Tools like - CRM Handling, Unity and Cisco)