APOORVA GOLE
Mumbai
Summary
Driven 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.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Client Relationship Executive
Manorama Industries
2024.05 - Current
- Planned and executed client appreciation events to foster stronger connections between the company and its customers.
- Conducted quarterly business reviews with key accounts for performance evaluation, goal setting, and relationship building purposes.
- Utilized CRM software to track interactions, effectively manage client relationships, and identify areas for growth
- Resolved discrepancies in daily sales reports by cross-checking receipts against recorded transactions.
- Implemented innovative sales strategies to penetrate competitive markets and increase market share.
Deputy Manager
Yes Bank
2023.03 - 2023.12
- Handling UHNI Clients PAN India as well as overseas.
- Implemented new systems for tracking key performance indicators, resulting in improved decision-making capabilities.( Vision Pulse Software also known as black screen)
- Improved team efficiency by streamlining processes and implementing innovative management strategies.
- Developed strong relationships with stakeholders to facilitate smooth communication and project completion.
- Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
- Excellent communication skills, both verbal and written.
- Cross-trained existing employees to maximize team agility and performance.
Sr Customer Service Representative
American Express
2022.05 - 2022.12
- Handling Corporate Credit Cards for established organization.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maintained up-to-date knowledge of credit card products, services, and policies to provide accurate information to customers.
- Improved customer loyalty with exceptional service, leading to an increase in account retention rates.
- Consistently met or exceeded performance metrics for call quality, resolution time, and customer satisfaction ratings.
Education
Bachelors Program in Business Management - Tourism And Travel Management
Mangalam School of Management
06.2023
HSC - Arts
Guru Nanak Khalsa College
02.2016
SSC -
R.M Bhatt High School
03.2014
Skills
- Computer/Technical skills
- Communication skills
- Problem-solving abilities
- Positive attitude
- Self-management
- Abilities to take responsibility/challenges
- Project Management
- Leadership Abilities
- Project Management
- Leadership Abilities
- Inbound call handling
- Excellent telephone manner
- Complaint resolution
Languages
English
First Language
English
Proficient
C2
Certification
- Certified Underwriter in US Residential Mortgage .
Accomplishments
- Have been a part of an famous Reality show.
Timeline
Client Relationship Executive
Manorama Industries
2024.05 - Current
Deputy Manager
Yes Bank
2023.03 - 2023.12
Sr Customer Service Representative
American Express
2022.05 - 2022.12
Bachelors Program in Business Management - Tourism And Travel Management
Mangalam School of Management
HSC - Arts
Guru Nanak Khalsa College
SSC -
R.M Bhatt High School
- Certified Underwriter in US Residential Mortgage .
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