customer support representative
winds pvt ltd
Total years of experience :1 years, 0 Months
As a Senior Customer Support Executive, I was responsible for overseeing and leading the customer support department within my organization. I am at the forefront of ensuring exceptional customer experiences and satisfaction. My role included were:
1. Team Leadership: I lead, mentor, and manage a team of customer support representatives, guiding them to deliver excellent service and resolve customer issues effectively.
2. Strategy Development: I work with senior management to develop customer support strategies and set goals for the team, aiming to improve customer satisfaction and retention.
4. Communication: I serve as a bridge between the customer support team and other departments, fostering collaboration and sharing valuable insights.
5.Reporting:Igenerate reportsonkeyperformance metrics, team performance, andcustomer feedback to present to senior management.
In this role, my leadership, strategic thinking, and dedication to customer satisfaction are essential in maintaining and enhanced the organization's reputation and customer loyalty.
ACADEMIC PROJECTS (3 Months Internship ) Fabindia - Jan 2020 - Mar 2020 From January 2020 to March 2020, I completed a three-month internship at Fabindia, where I gained valuable skills and experience in various aspects of marketing, management, talent management, interviewing, scheduling, reporting, and business writing. Throughout my internship, I was assigned to several projects which involved designing and executing telemarketing and email campaigns, conducting extensive research, creating presentations, shadowing experienced employees, and handling money regularly. Additionally, I worked closely with the department manager, attended meetings with regional leadership, and participated in training seminars. This experience at Fabindia was immensely helpful in my personal and professional growth.
Qualitative accomplishments Improved day-to-day operations and streamlined workflows. Assisted top executives in arranging trade fairs, talk shows, tele talks and visits from stakeholders. Received multiple letters of appreciation for the efforts. Participated in writing off soiled notes. Cleared five lakh soiled notes in record time. Received the best team award at an annual function on behalf of the entire team as well as the best team player award. As an administration executive, I examined, rearranged and wrote off outdated records. Received an award from internal inspection. Collated old records in a zipped format and constructed a new database to organise all account data. Implemented group policies for all computers in the department and streamlined operations from a remote server. Reconciled sales accounts with receipts to enable easy access for accountants. Handled receivable accounts by constantly pursuing receipts of bills and invoices. Developed a new shop-floor operating policy and layouts for lathe machines in the workshop to reduce fatigue and improve the throughput of raw materials. Volunteered to work as the team leader in the absence of managerial staff and kept the store in working condition. Represented the company at the International Committee of Manufacturers and restored good faith through eloquent communication techniques. Quantitative accomplishments Achieved the highest record of resolving 86 customer queries in a single working day. Raised more than four lakh rupees in annual fundraising activities for the charity. Influenced customer counts which led to the increase in annual turnover of 3 lakhs from 1 to 1.5 lakhs in the previous years. Increased sales by over 15% by extending active customer service and implementing organic publicity and recommendations. Organised a highly efficient open day at the local university and opened a record high of 73 student accounts in the bank. Increased fixed deposit amounts by over 12 lakh rupees as compared to the previous financial year. Reduced working hours by more than 30% through localisation of sales and indigenous promotions and campaigns.
