BHARATH ASHOK

Customer Relationship Executive at CRE

• Lebanon
• January 2016 to December 2016

Worked for FURLENCO ( www.furlenco.com), Bangalore.
India's first leading Furniture Leasing & E-Commerce company

Customer Success Executive

• October 2014 to December 2015

• to

Hands-on experience in upselling products and services
● Demonstrated ability to provide relevant information to customers regarding current packages
and possible up-gradations
● Worked as mentor and lead virtual teams that develop winning social media messages across
diverse social platforms.
● Highly skilled in assisting both Clients and Customers over the phone and in-person.
● Have built and executed social media strategy through competitive and audience research
● Setting up and optimizing company pages within each social media platform
● Profound ability to handle irate customers and resolve problems effectively
● Able to work with a diverse and multicultural customers
● Make requested policy and account changes.
● Respond to questions and concerns about service, and escalate calls appropriately.
● Consult with customers to evaluate needs and determine best options.
● Counsel customers on options for service and coverage.
● Upgrade service and offer additional service packages or options.
● Consistently improve customer satisfaction through expert resolution of conflicts, issues, and
concerns.
● Investigate customer problems and provide speedy resolutions
● Generate tickets in order to resolve customer issues not resolved over the phone
● Reply to email queries through Freshdesk.
Key Responsibilities
➢ Resolving query and complaint emails sent by the customer within the TAT.
➢ Handling Social Media Team- Responding to customer’s queries in Social Media platforms such as
Facebook and Twitter.
➢ Providing an on time high quality resolution
➢ Having high-level view of social media and was often responsible for setting the strategy and
planning for the team
➢ Handling escalation emails, escalated the Tier 1 agents.
➢ Collaborate with VP, Director of Marketing and Communications, and Web Producer of each
organization to develop and manage a successful interdepartmental social media team
➢ Successfully spearhead campaigns on social media platforms including Facebook, Twitter, and
YouTube.
➢ Monitor online presence of company’s brand and engaged with users, strengthening customer
relationships
➢ Manage social media planning for execution of marketing strategies and community management
➢ Handling inbound and Outbound calls and giving an on time resolutions to the customers.
➢ Promptly responded to general inquiries from Customers and Clients via telephone and e-mail.
➢ Preparing and updating process documentation.
➢ Conducting team meeting and allocation of work to the team in absence of Team Leader.
➢ Floor Support and Customer D-Sat (Customer Dissatisfaction) analysis.
➢ Conducted training for New Joiners and Freelancers.
➢ Taking care of Cash back Audit for Customer success team, freelancers and outsourced team.