Chandni Toshniwal
Kishangarh
Summary
Dynamic Customer Service Manager with a proven record in enhancing customer satisfaction and resolving complex issues. Skilled in analytical thinking and effective communication, driving process improvements through collaboration across departments. Known for excellent communication and problem-solving skills, successfully enhancing customer satisfaction through effective collaboration and timely resolution of inquiries.
Overview
6
6
years of professional experience
Work History
Customer Service Manager
Max Standard Stores
Delhi
07.2021 - 10.2023
- Managed customer inquiries through various channels, ensuring timely responses.
- Implemented feedback systems to improve service quality and customer satisfaction.
- Collaborated with departments to resolve complex customer issues effectively.
- Analyzed service metrics to identify trends and recommend process improvements.
- Facilitated regular meetings to discuss team progress and address challenges.
- Maintained knowledge of product offerings to provide accurate information to customers.
- Provided exceptional customer service to ensure customer satisfaction.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Monitored phone calls to provide feedback and coaching.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Conducted research and reviewed findings to solve customer issues.
Customer Care Executive
TELEPERFORMANCE
04.2020 - 08.2020
- Chat process;
- Managing customer relationships;
- Helping customers with their queries;
Project Manager
MORIAZ STUDIO
12.2019 - 04.2020
- Core expertise in managing the clients making sure they are getting better support with any and all of their projects;
- Generating and managing new sales for the business;
- Reviewing & running the sale & marketing campaign with the marketing team.
Order Management & Customer Relationship
OPTAMARK GRAPHICS
07.2019 - 12.2019
- Vendor Search;
- Pricing negotiations;
- Preparing Purchase orders and follow up with vendors;
- Handling shipping and delivery;
- Managing Customer Relations;
- Client Management;
Sales Evangelist
COGOPORT
09.2018 - 02.2019
- Meeting exporters and importers;
- Asking them to join our portal;
- Building customer relationships with them;
- Ask them to share their query with us;
- Preparing pricing quotations;
Intern
TATA INTERNATIONAL LIMITED
06.2018 - 08.2018
- Project: Solar Division and was working in the Operations Team and was handling SCM;
- To contact the vendors for the material supply;
- Releasing the Purchase orders;
- Comparing the Actual Production V/S Scheduled Production;
- Visiting the factory sites;
- Learnt how a Solar product is manufactured and installed at the site;
Business Development
OYO ROOMS
09.2017 - 11.2017
- Generating Sales through cold calling;
- Learnt how Digital Marketing works;
- How to reach out the customers;
- Sales pitch;
- How to convert query into the actual sales;
Education
Masters of Business Administration - Marketing & Finance
IILM
JaipurBachelor of Commerce -
University of Rajasthan
Jaipur, RajasthanSkills
- Hardworking
- Leadership Skills
- Quick Learner
- Dedication towards objective
- Interactive
- MS Word
- MS Excel
- PowerPoint
- Ability to communicate effectively
- Ability to handle pressure times and complete the work allotted within time
Extracurricular Activities
Got Certification of 1 year in Interior Designing from INIFD in 2015 Actively participated in debate, dance & other competitions conducted in school Represented School in Basket Ball tournament Active member of the Social Awareness Campaign of the college Reading books, listening music & watching movies
Languages
English
Advanced
C1
Hindi
Proficient
C2
Timeline
Customer Service Manager
Max Standard Stores
07.2021 - 10.2023
Customer Care Executive
TELEPERFORMANCE
04.2020 - 08.2020
Project Manager
MORIAZ STUDIO
12.2019 - 04.2020
Order Management & Customer Relationship
OPTAMARK GRAPHICS
07.2019 - 12.2019
Sales Evangelist
COGOPORT
09.2018 - 02.2019
Intern
TATA INTERNATIONAL LIMITED
06.2018 - 08.2018
Business Development
OYO ROOMS
09.2017 - 11.2017
Masters of Business Administration - Marketing & Finance
IILM
Bachelor of Commerce -
University of Rajasthan