Kiran Singh
Escalation Specialist
Bengaluru
Summary
A highly motivated and customer-centric customer service officer who has a great deal of experience in providing exceptional service to clients across a wide range of industries. Ability to resolve complex customer issues efficiently and effectively, exceeding expectations and building solid relationships with customers. Adapt to handling high-volume inquiries via email while maintaining a positive and professional demeanor.
Overview
16
16
years of professional experience
10033
10033
years of post-secondary education
Work History
Escalation Specialist
SIMPL (One Sigma Technologies Pvt Ltd)
12.2021 - Current
- Assist customers with their complaints and concerns by analyzing them to determine their root causes.
- Collaborate with internal teams to investigate and resolve any issues that may arise with customers.
- Act as a point of contact between the customer and different departments within the company in order to resolve any issues.
- Ensure that accurate records are kept of all customer interactions and case resolutions.
- Analyze and improve the processes that are used to provide customer service.
- Maintain a high level of customer satisfaction, and address all issues escalated by customers.
Customer Service and Marketing Executive
Aditya Birla Retail
09.2012 - 10.2013
- Manage customer complaints and issues related to loyalty memberships, store services, and customer relations through email and face-to-face interactions.
- Maintaining an up-to-date database of customers.
- Managing loyalty programs and analyzing loyalty reports to understand buying behavior.
- Planning and executing BTL activities and marketing campaigns.
Assistant Merchandiser
GNB Brothers Pvt Ltd
05.2011 - 09.2012
- Meet with various buying agencies for the approval of new orders, as well as the sampling of the products.
- Coordinate with the sampling department and the production unit in order to achieve the best results.
- Engage with vendors regularly, and develop partnerships with vendors at competitive prices through regular contact.
- Oversee and guide the sampling department in alignment with current trends and market demands.
Customer Relationship Executive
Mahindra Retail Pvt Ltd (mom&me)
02.2009 - 01.2011
- Responsible for providing primary customer support and resolving customer complaints.
- Provided feedback to management by compiling customer feedback, and making recommendations.
- Management of stocks and smooth reporting of the stock flow.
- Managing the execution of BTL activities to generate new sales and customers for the company.
Education
Post Graduate Diploma - Marketing Management
Symbiosis Centre For Distance Learning
01-2012
Post Graduate Diploma - Retail Management
Indian Retail School
01-2009
Bachelor's - Fashion Designing
Ranchi Women's College
01-2006
Intermediate -
Bihar Intermediate Education Council (B.I.E.C)
Patna, India01-2003
Matriculation -
Bihar School Examination Board (B.S.E.B)
Patna, India01-2001
Skills
- Data analysis
- Customer support
- Complaint handling
- Customer Relationship Management (CRM)
- Technical proficiency
- Communication
- Problem-solving
- Time management
Timeline
Escalation Specialist
SIMPL (One Sigma Technologies Pvt Ltd)
12.2021 - Current
Customer Service and Marketing Executive
Aditya Birla Retail
09.2012 - 10.2013
Assistant Merchandiser
GNB Brothers Pvt Ltd
05.2011 - 09.2012
Customer Relationship Executive
Mahindra Retail Pvt Ltd (mom&me)
02.2009 - 01.2011
Post Graduate Diploma - Marketing Management
Symbiosis Centre For Distance Learning
Post Graduate Diploma - Retail Management
Indian Retail School
Bachelor's - Fashion Designing
Ranchi Women's College
Intermediate -
Bihar Intermediate Education Council (B.I.E.C)
Matriculation -
Bihar School Examination Board (B.S.E.B)
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