Kirti Shirke profile photo 1 on Tal

Kirti Shirke

Customer Service expert

Mumbai

14+ years of work experience

Cureskin
Jun 20215 yrs 1 moPresent

India

working with cureskin as as customer expert. delivering end to end resolution to the customers, also currently working as a team leader of 8 team members. handling their queries and maintaining daily performance.
CureSkin (Cure & Care pvt ltd)
Jun 20215 yrs 1 moPresent

Lead and managed a team of up to 25 members, ensuring smooth daily operations and performance excellence. Provide regular, constructive feedback to enhance individual and overall team productivity. Conduct call audits to ensure quality standards and customer satisfaction. Monitored and tracked daily team metrics, including call count, Average Handling Time (AHT), CSAT, NPS, and other key performance indicators (KPIs). Present daily performance reports directly to the Co-Founder, offering insights and actionable takeaways. Identify operational hurdles and proactively propose innovative solutions to streamline processes and improve outcomes. Take incoming/outcalls and chats periodically to stay connected with frontline challenges and better understand customer pain points.
BookMyShow
Sep 20146 yrs 10 mosJun 2021

BookMyShow
Sep 20146 yrs 10 mosJun 2021

Handled inbound calls, chats, and emails to address customer inquiries and concerns. Resolved customer queries efficiently to ensure a positive experience and quick resolution. Maintained accurate and up-to-date customer records and interaction details. Tracked and reported customer satisfaction metrics to support continuous improvement. Monitored and maintained First Call Resolution (FCR) rates to drive quality service. Ensured service level agreements (SLAs) were consistently met or exceeded.
Consultant in T&M Service India Pvt. Ltd.
May 20145 mosSep 2014

Responsible for processing internal audit of employee. Coordinate between HR Relationship Managers for smooth and timely work of audit. Maintain MIS of monthly audit report. Prepare all reimbursement audits. Ensure all exist employee audit made. Check and generate incentive in oracle with HRMS Excel. Update pay roll audit& salary. Generate CIBIL. Talent Pool updating.
Kotak Mahindra Bank
Apr 20112 yrs 5 mosAug 2013

Mumbai, Maharashtra, India

Responsible for processing internal audit of employee. Coordinate between HR Relationship Managers for smooth and timely work of audit. Maintain MIS of monthly audit report. Prepare all reimbursement audits. Ensure all exist employee audit made. Check and generate incentive in oracle with HRMS Excel. Update pay roll audit& salary. Generate CIBIL. Talent Pool updating.

Education

University of Mumbai

Bachelor of Commerce - BCom

University of Mumbai

20104 yrs2014
University of Mumbai

University of Mumbai

20086 yrs2014

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Headline

Customer Service expert

About

Quick learner, and very enthusiastic to learn new things.

Location

Mumbai

Work experience

Customer Service Specialist at Cureskin, Jun 2021 - Present · 5 yrs 1 mo, India, working with cureskin as as customer expert. delivering end to end resolution to the customers, also currently working as a team leader of 8 team members. handling their queries and maintaining daily performance.

Team Lead at CureSkin (Cure & Care pvt ltd), Jun 2021 - Present · 5 yrs 1 mo, Lead and managed a team of up to 25 members, ensuring smooth daily operations and performance excellence. Provide regular, constructive feedback to enhance individual and overall team productivity. Conduct call audits to ensure quality standards and customer satisfaction. Monitored and tracked daily team metrics, including call count, Average Handling Time (AHT), CSAT, NPS, and other key performance indicators (KPIs). Present daily performance reports directly to the Co-Founder, offering insights and actionable takeaways. Identify operational hurdles and proactively propose innovative solutions to streamline processes and improve outcomes. Take incoming/outcalls and chats periodically to stay connected with frontline challenges and better understand customer pain points.

Customer Service Representative at BookMyShow, Sep 2014 - Jun 2021 · 6 yrs 10 mos

Customer Service Executive at BookMyShow, Sep 2014 - Jun 2021 · 6 yrs 10 mos, Handled inbound calls, chats, and emails to address customer inquiries and concerns. Resolved customer queries efficiently to ensure a positive experience and quick resolution. Maintained accurate and up-to-date customer records and interaction details. Tracked and reported customer satisfaction metrics to support continuous improvement. Monitored and maintained First Call Resolution (FCR) rates to drive quality service. Ensured service level agreements (SLAs) were consistently met or exceeded.

Back Office Executive at Consultant in T&M Service India Pvt. Ltd., May 2014 - Sep 2014 · 5 mos, Responsible for processing internal audit of employee. Coordinate between HR Relationship Managers for smooth and timely work of audit. Maintain MIS of monthly audit report. Prepare all reimbursement audits. Ensure all exist employee audit made. Check and generate incentive in oracle with HRMS Excel. Update pay roll audit& salary. Generate CIBIL. Talent Pool updating.

Back Office Executive at Kotak Mahindra Bank, Apr 2011 - Aug 2013 · 2 yrs 5 mos, Mumbai, Maharashtra, India, Responsible for processing internal audit of employee. Coordinate between HR Relationship Managers for smooth and timely work of audit. Maintain MIS of monthly audit report. Prepare all reimbursement audits. Ensure all exist employee audit made. Check and generate incentive in oracle with HRMS Excel. Update pay roll audit& salary. Generate CIBIL. Talent Pool updating.

Education

Bachelor of Commerce - BCom, University of Mumbai

University of Mumbai