About
Highly experienced Process Specialist with a proven track record in optimizing customer inquiry management, social media escalations, and database maintenance. Expert in leveraging data analysis with Excel and Google Sheets, coupled with advanced CRM tools like Salesforce and Freshdesk, to drive significant improvements in resolution times and customer retention. Adept at leading teams, developing training programs, and fostering strong customer relationships to elevate satisfaction and operational efficiency.
Work
Apps For Bharat
|Associate Customer Support
Bangalore, India, India
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Summary
Manages customer interactions, resolves issues, and provides feedback to product teams to enhance service quality.
Highlights
Implemented CRM best practices to accurately document customer interactions, issues, and resolutions, ensuring comprehensive data for analysis and reporting.
Investigated and resolved complex customer complaints efficiently, maintaining high standards of customer satisfaction and timely issue resolution.
Collaborated cross-functionally with Product and Service teams to relay critical customer feedback, driving continuous improvement in product offerings and service quality.
Think and Learn Pvt. Ltd
|Senior Email Support Specialist Social Media Escalation
Bangalore, India, India
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Summary
Led comprehensive analysis and resolution of complex customer cases and escalations, leveraging advanced tools to improve efficiency and retention.
Highlights
Led comprehensive analysis of inbound email queries and communication channels, streamlining resolution processes to achieve a 30% reduction in resolution time and a 20% increase in customer retention rates.
Leveraged Salesforce and Freshdesk to optimize case management processes, facilitating seamless cross-functional collaboration and enhancing operational efficiency.
Consistently achieved First Time Response (FTR) targets and upheld stringent Service Level Agreements (SLAs), safeguarding customer satisfaction and loyalty.
Developed and implemented customized training plans for new team members, improving work quality by 25% and reducing customer escalations by 30%.
Think and Learn Pvt. Ltd
|Process Specialist
Bangalore, India, India
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Summary
Managed customer queries across various platforms, updated databases, and collaborated with cross-functional teams to improve processes and customer satisfaction.
Highlights
Responded to customer queries promptly and accurately across email and social media platforms, including Twitter, maintaining high satisfaction rates.
Maintained and updated internal databases with technical issue information and customer interactions, facilitating efficient order processing via social media channels.
Collaborated with Product, Sales, and Marketing teams to gather critical customer feedback, driving continuous improvement initiatives and recommending necessary actions for resolution.
NoBroker.com
|Senior Relationship Manager
India, India, India
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Summary
Managed social media escalations and led a sales team to achieve monthly targets.
Highlights
Successfully managed and resolved social media escalations, protecting brand reputation and ensuring high customer satisfaction.
Led and mentored a team of 5 sales representatives, consistently delivering monthly business targets through effective coaching and performance management.
NoBroker.com
|Relationship Manager
India, India, India
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Summary
Enhanced customer service, generated leads, and managed sales escalations for a real estate platform.
Highlights
Modified the customer service support system, resulting in a 10% reduction in customer complaints and improved service delivery.
Generated qualified leads and provided critical support in handling sales escalations, contributing to pipeline growth and maintaining client relationships.
ICICI Banfi
|Financial Service Consultant
India, India, India
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Summary
Tracked sales policies, prepared quotations, and managed outbound calls to facilitate sales processes for a private sector bank.
Highlights
Ensured timely tracking and adherence to sales policies, optimizing operational compliance and reporting accuracy.
Prepared accurate and timely sales quotations, directly supporting the field sales team in closing deals and achieving targets.
Conducted a significant volume of outbound calls to potential customers, contributing to lead nurturing and conversion efforts.
Education
DCSMAT Business School
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Master of Business Administration (MBA)
Business Administration
Nehru Arts and Science College
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Bachelor of Business Administration (BBA)
Business Administration
Languages
English
Hindi
Malayalam
Tamil
Skills
Customer Relationship Management & Operations
Customer Inquiry Management, Social Media Escalation Handling, Customer Retention, Service Level Agreements (SLAs), First Time Response (FTR), Customer Feedback Collection, Process Optimization, Issue Resolution, Backlog Mitigation, Customer Support.
Data Analysis & Reporting
Excel, Google Sheets, Data Analysis, Report Generation, Performance Metrics, CRM System Management.
CRM & Support Tools
Salesforce, Freshdesk, Intercom, Zendesk.
Team Leadership & Development
Team Management, Training & Development, Performance Coaching, Sales Team Leadership, Cross-functional Collaboration.
Sales & Business Development
Lead Generation, Sales Escalation Handling, Outbound Calling, Sales Policy Tracking, Quotation Preparation.