Summary
Overview
Work History
Education
Skills
Languages
Affiliations
Timeline
Generic
Salman Meman

Salman Meman

Shrirampur

Summary

Customer Support Executive with 2+ years of experience in handling customer queries, complaint resolution, and refund/exchange processing within fast-paced environments. Skilled in escalation management, CRM tools, and documentation with a proven record of improving customer satisfaction (CSAT) and first call resolution (FCR). Strong communicator with expertise in empathy, problem-solving, and relationship management to ensure seamless customer experiences.

Overview

2
2
years of professional experience

Work History

Customer Support Executive

Gem Web Techno
Pune
03.2023 - 05.2025
  • Delivered high-quality customer service by handling inquiries via calls, chats, and emails with empathy and professionalism.
  • Resolved customer concerns related to wrong or damaged products, refund delays, and exchange requests, ensuring a smooth service experience.
  • Processed refund and exchange transactions while maintaining 100% accuracy and compliance with company policies.
  • Effectively handled escalations by listening to customer grievances, providing timely solutions, and improving satisfaction scores.
  • Maintained detailed records of customer interactions to track recurring issues and support process improvements.
  • Collaborated with internal te ams (logistics, billing, and quality) to ensure a quick turnaround on customer issues.
  • Consistently achieved performance metrics, including customer satisfaction (CSAT), average handling time (AHT), and first call resolution (FCR).

Education

D.Pharmacy - Pharmacy

Pratibhatai Pawer College of Pharmacy, Wadala
Shrirampur
05-2020

Skills

Customer Service Skills

  • Customer Service & Support
  • Complaint Handling & Resolution
  • Refunds & Exchange Processing
  • Escalation Management
  • Relationship Management
  • Empathy & Active Listening
  • Problem-Solving & Decision Making
  • Patience & Emotional Intelligence

Communication & Soft Skills

  • Communication & Interpersonal Skills
  • Conflict Resolution
  • Multitasking & Time Management
  • Adaptability & Flexibility

Technical & Process Skills

  • CRM Tools & Ticketing Systems
  • Call/Chat/Email Handling
  • Performance Metrics (CSAT, AHT, FCR)

Languages

Hindi
First Language
English
Advanced (C1)
C1
Marathi
Advanced (C1)
C1

Affiliations

  • Actively engaged in political and current affairs discussions, enhancing awareness of social and economic issues.
  • Played [Football/Cricket/Badminton] at [school/college/community level] to build teamwork and leadership skills.
  • Maintain strong interest in reading newspapers, watching sports analysis, and tracking political developments for continuous learning.

Timeline

Customer Support Executive

Gem Web Techno
03.2023 - 05.2025

D.Pharmacy - Pharmacy

Pratibhatai Pawer College of Pharmacy, Wadala

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Salman Meman