RAHUL PB

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.

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%.

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.

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.

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.

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.