Labonie Das
Customer Support Manager/ GMO Coordinator
New Delhi
Summary
Proven leader in customer support and sales, adept at elevating customer satisfaction and boosting revenue at M Square Media Private Limited. Excelled in team building and sales proficiency, enhancing student success and surpassing sales quotas. Skilled in relationship management and customer relations, achieving significant improvements in customer loyalty and business outcomes.
Overview
4
4
years of professional experience
4
4
Languages
Work History
Customer Support Manager
M Square Media Private Limited
06.2022 - Current
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Monitored employee performance to identify areas for improvement and additional training needs.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Created customer support strategies to increase customer retention.
- Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Worked closely with sales teams to provide pre-sales support, contributing to higher conversion rates and increased revenue streams.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Collaborated with accounting department to review, update and improve financial processes to achieve revenue goals.
- Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
Academic Counselor/ Inside Sales Executive
Entri Software Private Limited
02.2021 - 06.2022
- Enhanced student success by providing personalized academic guidance and support.
- Conducted comprehensive evaluations of students'' academic needs, recommending appropriate resources and services.
- Utilized strong organizational skills to maintain accurate records of all student interactions and interventions.
- Facilitated communication between students, parents, and school staff to ensure a supportive learning environment.
- Assisted in the development of academic plans, setting achievable goals for students'' educational progress.
- Organized workshops and presentations on topics such as time management, study skills, and career planning.
- Tracked student progress through regular check-ins, adjusting academic plans as necessary based on performance feedback.
- Maintained confidentiality while managing sensitive information related to students'' personal and academic histories.
- Helped students develop organizational, time management and study skills.
- Advised students on educational, career and social opportunities.
- Provided resources to support students in achieving career goals.
- Empowered students through counseling and skill-building exercises.
- Worked with individuals to help understand and overcome personal, social or behavioral problems affecting educational or vocational situations.
- Delivered supportive and knowledgeable counseling to students with academic or personal concerns.
- Increased sales revenue by consistently meeting and exceeding monthly quotas in a fast-paced inside sales environment.
- Developed persuasive sales techniques to convert inquiries into closed deals, boosting company profits.
- Worked closely with other departments to promote products and marketing campaigns.
- Monitored and amplified sales pipeline to maintain flow of potential leads and prospects.
Education
Company Secretary - Commerce
Institute of Company Secretaries of India
Nariman Point, Mumbai12.2019
Class 12th - Commerce
Carmel Convent
Rourkela, Odisha05.2015
Class 10th - Science
St Joseph Convent School
Rourkela Odisha05.2013
Skills
Background in Area
Research and due diligence
Sales proficiency
Schedule Management
Team Building
Training and mentoring
Customer Relations
Cold Calling
B2B sales
Fluent in Language
Product and service sales
Relationship building and management
Customer Relationship Management
Timeline
Customer Support Manager
M Square Media Private Limited
06.2022 - Current
Academic Counselor/ Inside Sales Executive
Entri Software Private Limited
02.2021 - 06.2022
Company Secretary - Commerce
Institute of Company Secretaries of India
Class 12th - Commerce
Carmel Convent
Class 10th - Science
St Joseph Convent School