Aditi Mishra
Delhi
Summary
Qualified Customer Service Manager with over 6 years in fast-paced customer service environment. Excel at building cross-functional partnerships, leading teams to success, and driving operational improvements through data-driven decision-making .Skilled in leveraging effective communication and problem-solving abilities to streamline processes and enhance overall service delivery. Proven track record of exceeding performance targets and building strong client relationships. Seeking to leverage my extensive experience and expertise to contribute effectively to a dynamic team environment.
Overview
6
6
years of professional experience
Work History
Manager
Urbancompany
06.2022 - 05.2023
- Worked to minimize the escalations (reduced the contact rate by ~5%) of service providers and increased partner centricity.
- Researched market conditions to identify potential customer base before launch of beauty services/products.
- Led monthly staff meetings for team to communicate updates, process improvements and shifting business priorities.
- Increased Partners resolution rate from 60% to ~80% for beauty categories.
- Build up Team of ~60 members from scratch to handle the escalations at the time of outsourcing.
- Took care of hiring, training, and quality of the new staff.
- Worked with cross functional teams to ensure the process is running smooth.
SME
Urban company
06.2021 - 05.2022
- Improved process gaps and SOPs
- Handled team of 25 agents, working as a Team leader
- Tracked their day-to-day performance and worked towards improving them.
- Trained and mentored employees to maximise team performance.
Associate
Urban company
03.2019 - 05.2021
- Handled partner's concerns and issues related to their bookings
- Handled payment and tech related issues
- Resolved average of 50 tickets per day, providing resolution to the partners.
Tech Support Representative
Sony India Pvt Ltd
07.2017 - 12.2018
- Assisted customers with technical issues and enquiries related to their TV, Laptops, Home theatres & PSPs
- Helped customers with troubleshooting via call, addressing customer inquiries, solving problems & providing new product information.
- Arranged technician visits for any repair related concerns
- Followed up from service centers for timely repair and delivering of products at customer's place.
Education
Bachelor of Arts (Hons) - Sociology
Indira Gandhi National Open University
01.2023
Diploma In Electronics & Communication Engineering -
Meera bai Institute of Technology
01.2017
Skills
- Escalation support
- Cross-functional team management
- Customer Relationship Management (CRM)
- Business Development
- Performance Evaluations
- Verbal and written communication
- Team Leadership
- Process Improvement
- Customer Service
- Hiring and Training
- Operations Management
- Performance Management
- Staff recruitment
- Quality assurance and control
Timeline
Manager
Urbancompany
06.2022 - 05.2023
SME
Urban company
06.2021 - 05.2022
Associate
Urban company
03.2019 - 05.2021
Tech Support Representative
Sony India Pvt Ltd
07.2017 - 12.2018
Bachelor of Arts (Hons) - Sociology
Indira Gandhi National Open University
Diploma In Electronics & Communication Engineering -
Meera bai Institute of Technology
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