Kajol Pagare

• Created survey forms to measure customer satisfaction levels with services provided and improving Customer Satisfaction Score from 60% to 90%
• Monitored employee attendance records, timekeeping, and payroll information
• Conducted regular performance reviews and audits with team members to ensure quality standards are met
• Identified training needs to improve customer service quality and escalation handling
• Analyzed data to identify opportunities for improvement - Customer Satisfaction.

• Working with Man Matters, Be Body wise and Little Joy in chats and calls process
• Handling 15 customers over chats at one time and assisting with the order information
• Assisting with the refund and products information and providing the tracking details
• Assisting the Customer for booking and rescheduling consultations
• Closing the shift with completing the chats in the bucket as assigned over lime chat
• Maintaining FRT and Resolution time of a chat, high Customer satisfaction percentage
• Have been a performer of the month and promoted as a Subject Matter Expert
• Handling Supervisor call and ensuring fast resolution
• Monitoring Status of High Value Orders.

• Handling 05 Live customers over chats at one time and assisting with the order information
• Assisting with the refund and products information and providing the tracking details
• Assisting the Customer for booking and rescheduling consultations
• Closing the shift with completing the chats in the bucket as assigned over lime chat
• Maintaining FRT and Resolution time of a chat, high Customer satisfaction percentage
• Have been a performer of the month and promoted as a Subject Matter Expert
• Handling Supervisor call and ensuring fast resolution
• Monitoring Status of High Value Orders
• Coordinating with the logistics team to resolve the capture tickets raised for all the customer queries, e.g., delayed order, cashback not received, address change, etc
• Monitor Refund done or not, RTO marked but Refund Not processed, Refund requested but order delivered cases
• Handling social media escalations
• Assistance on the floor with queries and resolution in absence of a Team Leader.

> Handling the Customer Care department , via emails , Social Media and Calls.