Kainaz Mistry

Work History

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Mumbai

Evaluate implementation/delivery of Brand lines/Scripts/Talking lines for the company.
Regular Quality checks on Brand lines/Scripts/Talking lines of agent calls for the company.
Sharing consolidated agent feedback based on audits/observation on usage of Brand scripting/Talking line on calls emails and chats.
Conducting and Assessing training/refresher training effectiveness and implementation of feedback shared.
Evaluating and sharing feedback on brand line effectiveness for the program.
Conducting Soft Skills training.
Worked on Emails and Chats too as per process requirement.

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Mumbai

Provide excellent customer experience with great attention to detail. Language, tone of the text.
Reply to queries and comments posted on the company’s social media pages.
Resolve customer inquiries efficiently and quickly via social media within the scope of work.
Review media posts to ensure that all inappropriate content is removed and all queries are answered.
Knowing company products and services to effectively communicate with customers and provide them with the correct resolution.
Staying informed on all the current and latest social media trends, innovations, and changes as per the brand requirement.
Responding to App reviews (iOS and Android).
Curating content for the channel.
Diligently focus on offering first contact resolution.

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Mumbai

Answer inquiries by clarifying desired information, researching, locating, and providing information.
Resolving problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, escalating unresolved problems.
Handling calls from customers.
Resolving customer queries.
Enhance organizations reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.
Hearing the plight of the customers with utmost attention and care.
Utilize soft skills to ensure the customer feels heard and understood.
Priorities my customers and win their trust in the brand by offering exceptional service.

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Mumbai

01.2019 - Current

Resolved customer service issues using company processes and policies and provided updates to customers.
Coached new team members on service techniques and provided scoring through quality assurance program.
Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
Handled day-to-day customer contact via Chats, phones, Social media, and emails.
Prepared [Type] reports by collecting and analyzing customer information.
Used [Software] to keep records of customer interactions, customer accounts, and file documents.
Ensuring the process meets the KRA’s and being resolution focused.
Work on weekly reviews offering the management a view of our achievements and the scopes of improvements.
Handle escalations from all channels.
Roster management.

Artisan Grown Organics

Mumbai

01.2018 - 01.2019

Reporting directly to the CEO.
Completed a broad variety of tasks including: managing an extremely active calendar of
appointments for the CEO, completing vendor reports, composing and preparing correspondence.
Gathering information on new potential vendors, their products and price margins.
Created spreadsheets and presentations for the corporate executive/vendors.
Create and execute business and sales strategy.
Organized, managed and maintain executive’s meetings and appointments.
To research, prioritize, and follow up on incoming and sale of products-produce.
Dealt with concerns addressed to the organization, including those of a sensitive or confidential nature.
To determine appropriate course of action, referral, or response.
Act as the point of contact for internal and external clients.
Maintain high end Customer/client relationship and handle all escalations.
Make sure all orders are noted and updated on the systems for smooth operations and billing.
To overview the whole packing, billing, delivery process, while maintaining and updating inventory.