Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations. Motivated and focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee and company objectives. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hi, I’m
Deepali SINGHAI
RAIPUR
Summary
Overview
29
years of professional experience
Work History
Avinash Developers Private Limited, RAIPUR
Customer Care Manager
2021.08 - Current (3 years & 1 month)
Job overview
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- 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.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Led team engagement to assist cross-functional departments and achieve goals.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Service to Customers at all the touch points and creating excellence and finesse in all customer dealings.
- Conducting root cause analysis of all complaints for end to end resolution.
Oriflame India Private Limited, Raipur
Service Point Owner
2008.08 - 2021.08 (13 years)
Job overview
- Promoted business on social media platforms to maximize brand identity and generate revenue.
- Resolved issues quickly through meticulous research and quick decision-making.
- Established favorable relationships with vendors and contractors, facilitating contract negotiation and development of marketing and sales strategies.
- Conferred with customers to understand needs and finalize purchase orders.
- Developed business from ground up and prepared records and operations for smooth handover to new owners.
- Mentored and trained new hires on sales techniques and customer service procedures.
- Established a network of Clients and trained them on selling and promoting their own networks.
- Sales of Beauty Products through a network and direct clients.
Max Life Insurance Company Limited, RAIPUR
Elite Insurance Manager-Insurance Advisor
2020.04 - 2021.08 (1 year & 4 months)
Job overview
- Communicated with clients to understand needs and identify best policies for each case.
- Sold life insurance policies via telephone and assisted other agents with underwriting.
- Upsold products to policyholders and potential new clients.
- Interviewed prospective clients to gather information on financial needs and discuss existing coverage.
- Pursued continued professional development through insurance workshops, course and webinars.
- Obtained underwriting approval by completing application for coverage.
- Provided death benefits by delivering policy proceeds and reassessing client needs.
- Developed prospects from current commercial customers, referral leads or sales or trade meetings.
- Contacted prospective customers to present information and explain available services.
- Provided leadership and training for new agents regarding industry best practices and company policies.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Monitored clients' insurance coverages to ensure changing needs were met.
Reliance Telecommunications, RAIPUR
Reliance Telecommunications Franchisee
2003.12 - 2008.08 (4 years & 8 months)
Job overview
- Evaluated and tested systems and equipment for compliance with company standards and quality controls.
- Provided support for end users.
- Documented client network details in preparation for implementing communication systems and associated applications.
- Ordered equipment and services for voice, data and cabling.
- Verified work order information and receipt of all necessary equipment.
- Drove revenue by initiating effective sales techniques.
- Reduced process gaps, managing and training, outside sales representatives while coordinating payroll to ensure optimal productivity.
- Automated contact management system to maintain 100% client organization and goal alignment.
- Increased sales, expanding customer base through social media marketing.
- Streamlined operational efficiencies, executing hands-on automotive repair, tool usage and both mechanical and construction equipment operation.
AIRTEL, JABALPUR
Senior Customer Care Manager
1999.01 - 2003.12 (4 years & 11 months)
Job overview
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Implemented customer service process improvements to limit wait times.
- Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
- Reduced process lags and trained employees on product knowledge and sales techniques while managing staff to ensure optimal productivity.
- Created comprehensive and reliable customer loyalty programs.
- Revised department schedules to maximize coverage during peak hours.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Directed enterprise customer support team members and leveraged data analytics to identify areas of improvement and accountability.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
Pearl Polymers Limited, NEW DELHI
Management Trainee
1995.01 - 1999.01 (4 years)
Job overview
- Designed, implemented and maintained corporate governance framework for company.
- Dealt with THE SECURITIES AND EXCHANGE BOARD OF INDIA for designing of Prospectus for the public issue of the company.
- Making the Prospectus of The Company to be handed over to the Whole Time Director and assisting in all work related to Public Issue of the Company.
- Dealing with The Government Authorities responsible for the Public Issue.
Education
NAGPUR UNIVERSITY NAGPUR
MBA from MARKETING AND FINANACE
06.1994
University Overview
BHOPAL SCHOOL OF SOCIAL SCIENCES BHOPAL
BBA from MANAGEMENT
06.1992
University Overview
St. Joseph's Convent Bhopal
HIGH SCHOOL from SCIENCE
05.1990
University Overview
Skills
- Work Planning and Prioritization
- Team Building
- Teamwork and Collaboration
- Cost Control
- Problem Resolution
- Recruitment and Hiring
- Staff Training
- Goal Setting
- Training and Development
- Team Leadership
- Scheduling and Coordinating
- Employee Development
- Performance Evaluations
- Verbal and Written Communication
- Managing Operations and Efficiency
- Documentation and Reporting
- Complex Problem Solving
- Employee Coaching and Motivation
- Administration and Reporting
- Performance Tracking and Evaluation
- Onboarding and Orientation
- Training Programs
- Inter-Department Collaboration
- Customer Relationship Management
- Decision Making
- Good Judgment
- Interpersonal Relations
- Professional and Courteous
Languages
English
First Language
Hindi
Proficient
C2
Accomplishments
Accomplishments
- Won ECONOMIC TIMES AWARD for Excellence in Customer Service in EAST INDIA from ET Realty Awards.
- Started the Operations of entire CUSTOMER CARE DEPARTMENT at AVINASH DEVELOPERS PVT LTD.
Timeline
Customer Care Manager
Avinash Developers Private Limited
2021.08 - Current (3 years & 1 month)
Elite Insurance Manager-Insurance Advisor
Max Life Insurance Company Limited
2020.04 - 2021.08 (1 year & 4 months)
Service Point Owner
Oriflame India Private Limited
2008.08 - 2021.08 (13 years)
Reliance Telecommunications Franchisee
Reliance Telecommunications
2003.12 - 2008.08 (4 years & 8 months)
Senior Customer Care Manager
AIRTEL
1999.01 - 2003.12 (4 years & 11 months)
Management Trainee
Pearl Polymers Limited
1995.01 - 1999.01 (4 years)
NAGPUR UNIVERSITY
MBA from MARKETING AND FINANACE
BHOPAL SCHOOL OF SOCIAL SCIENCES
BBA from MANAGEMENT
St. Joseph's Convent
HIGH SCHOOL from SCIENCE
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