Music, Travel, Volunteering, sports etc
Anita Nair
Customer Support Manager
Palakkad
Summary
Driven as Customer Support Manager with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic.
Overview
12
12
years of professional experience
5
5
Languages
Work History
Customer Support Manager
Captivo Consultancy Pvt Ltd/ Smartwise Tech Pvt Ltd
08.2022 - Current
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Conducted performance assessments to address concerns and enhance client service.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
Customer Support Executive
Gadgeon
12.2020 - 11.2021
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
Processing Executive
Meridian Trade Link ( Recruitment Firm)
07.2019 - 03.2020
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Directed team on control points to maintain workplace safety and cleanliness.
- Implemented quality control measures that significantly reduced error rates within the department while also decreasing overall turnaround times.
- Collaborated with director on process improvement initiatives to attain goals.
Registration and Billing(Front Desk Work)
Rajah Charitable Trust( Rajah Hospital)
03.2018 - 12.2018
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
Reservation ( Front Desk Work)
Rajah Ayurveda
01.2017 - 02.2018
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Worked well in a team setting, providing support and guidance.
Accounts Manager
Mehandi The Wedding Mall
04.2014 - 06.2016
- Managed a diverse portfolio of accounts, demonstrating adaptability across various industries and client needs.
- Implemented efficient billing procedures to reduce outstanding receivables and improve cash flow.
- Collaborated with purchasing department to reconcile vendor invoices and facilitate payments.
- Strengthened relationships with key clients, leading to increased repeat business.
- Boosted client satisfaction by effectively managing accounts and addressing concerns promptly.
Advisor
Birla Sunlife Insurance Co. Ltd
01.2014 - 02.2016
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
- Developed strong relationships with clients through regular communication and excellent customer service.
- Facilitated workshops on financial planning for high-net-worth individuals, improving their understanding of wealth management.
Logistics Coordinator
Ilara Logistics
02.2013 - 03.2014
- Tracked orders and notified customers of status or potential delays.
- Coordinated with suppliers to ensure timely delivery of goods, minimizing stockouts.
- Developed relationships with key vendors, securing preferential treatment in pricing and terms negotiation.
- Collaborated with sales and customer service teams to address client concerns and expedite orders when necessary.
Education
Bachelor Of Arts, English - English Language
Indira Gandhi National Open University
Delhi, India06.2020
Skills
Customer relations
Team building
Empathy and patience
Social media monitoring
Account management
Deliverables coordination
Proficient in software
Training and coaching
Client relationship building
Escalation handling
Feedback collection
Call center management
Sales proficiency
Schedule management
CRM software expertise
Interests
Timeline
Customer Support Manager
Captivo Consultancy Pvt Ltd/ Smartwise Tech Pvt Ltd
08.2022 - Current
Customer Support Executive
Gadgeon
12.2020 - 11.2021
Processing Executive
Meridian Trade Link ( Recruitment Firm)
07.2019 - 03.2020
Registration and Billing(Front Desk Work)
Rajah Charitable Trust( Rajah Hospital)
03.2018 - 12.2018
Reservation ( Front Desk Work)
Rajah Ayurveda
01.2017 - 02.2018
Accounts Manager
Mehandi The Wedding Mall
04.2014 - 06.2016
Advisor
Birla Sunlife Insurance Co. Ltd
01.2014 - 02.2016
Logistics Coordinator
Ilara Logistics
02.2013 - 03.2014
Bachelor Of Arts, English - English Language
Indira Gandhi National Open University