Gitashree Das
Customer Relationship Manager
Bamankhali, West Bengal
Summary
Proven Customer Relationship Manager at Nibav India Private Limited, adept in account management and inter-department collaboration, enhanced customer satisfaction by efficiently managing over 300 installations. Skilled in effective communication and teamwork, consistently achieved top customer ratings by transforming service challenges into positive experiences.
Overview
6
6
years of professional experience
Work History
Customer Relationship Manager
Nibav India Private Limited
02.2023 - Current
- Welcomed newly onboarded customers post-sale, ensuring a seamless transition from purchase to installation.
- Coordinated and arranged technical visits based on customer site conditions to support final measurements, production, dispatch and installation.
- Followed up on payments as per the agreed terms in the customer quotation, ensuring timely collection.
- Monitored site readiness for production and installation, scheduling final measurements and lift installations accordingly.
- Managed the installation process for an average of 250 to 350 orders, serving as the single point of contact between the customer, technical, logistics, production, and installation teams.
- Collected Google reviews from customers by providing exceptional service and addressing their queries.
- Captured testimonial video feedback from satisfied customers and posted it on social media platforms such as YouTube, Facebook, and Instagram for Nibav Lifts.
- Handled customer escalations with prompt and effective resolution strategies.
- Maintained internal documents related to booking orders and lift specifications, ensuring accuracy and accessibility.
Customer Support Agent
Globiva
05.2022 - 02.2023
- Addressed customer issues promptly by understanding their concerns and identifying their needs.
- Resolved delivery or service-related problems to enhance customer satisfaction and drive sales.
- Managed a high volume of customer interactions, handling 300 to 350 calls daily with efficiency and professionalism.
- Maintained high customer satisfaction ratings by effectively managing customer relations.
- Provided personalized customer service by engaging customers through daily communication.
- Acted as the primary point of contact for customer support and delivery partner interactions.
- Expertly handled escalations and complaints, ensuring swift and effective resolution.
- Transformed customer experiences into 5-star ratings by delivering outstanding service.
Customer Support Agent
Tech Mahindra
07.2020 - 04.2022
- Listened to customer concerns and took proactive steps to resolve any issues, improving overall satisfaction.
- Collaborated with customers to understand their needs and deliver solutions that aligned with their expectations.
- Handled 200 to 220 calls per day, ensuring prompt and accurate responses to customer inquiries.
- Increased customer satisfaction through diligent follow-up and resolution of service-related issues.
- Managed all customer interactions, offering personalized support and addressing inquiries effectively.
- Served as the sole contact for customer queries, providing specialized assistance and resolving escalations.
- Coordinated with delivery partners to ensure smooth service delivery and address any logistical concerns.
- Consistently converted customer experiences into positive feedback and 5-star ratings.
Customer Support Agent
Kochar Tech
09.2018 - 12.2019
- Engaged with customers to identify and resolve issues, ensuring their needs were met efficiently.
- Handled a daily call volume of 250 to 300, maintaining a high standard of service in each interaction.
- Enhanced customer satisfaction by addressing concerns and providing solutions that aligned with their expectations.
- Fostered strong customer relationships through regular communication and exceptional service.
- Delivered personalized support by being the primary contact for all customer inquiries and complaints.
- Specialized in handling escalations and resolving issues swiftly, resulting in improved customer loyalty.
- Worked closely with delivery partners to ensure seamless service and prompt resolution of any issues.
- Consistently achieved 5-star customer satisfaction ratings through dedication to quality service.
Education
Bachelor of Arts - Bengali Hons.
University of Calcutta
Kolkata, India 05.2024 -
Skills
Customer Relations
Account Management
Inter-department collaboration
Time Management
Teamwork and Collaboration
Effective Communication
Positive Attitude
Schedule Management
Computer Skills
Organizational Skills
Additional Information
- Best On-Time Support Employee Award (2021) - Tech Mahindra: Recognized for consistently delivering timely and effective customer support, demonstrating exceptional commitment to service excellence.
- Best Employee in Collection Award (2023) - Nibav Lifts: Honored for outstanding performance in achieving collection targets, showcasing strong communication and negotiation skills.
- Most Star Holder Appreciation for Weekly Performance - Nibav Lifts: Earned the highest number of performance stars on a weekly basis, reflecting consistent dedication to high-quality work and customer satisfaction.
- Most Customer Google Review Holders (2023) - Nibav Lifts: Acknowledged for securing the highest number of positive Google reviews from customers, highlighting exceptional service delivery and customer engagement.
- Best Escalation Handling Appreciation Reward - Nibav Lifts: Awarded for effectively managing and resolving escalations, ensuring customer issues were addressed promptly and to their satisfaction.
Languages
English
Urdu
Hindi
Assami
Bengali
Timeline
Bachelor of Arts - Bengali Hons.
University of Calcutta
05.2024 -
Customer Relationship Manager
Nibav India Private Limited
02.2023 - Current
Customer Support Agent
Globiva
05.2022 - 02.2023
Customer Support Agent
Tech Mahindra
07.2020 - 04.2022
Customer Support Agent
Kochar Tech
09.2018 - 12.2019
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