LAXMI METRIGONDA
Customer Relationship Associate
Navi Mumbai
Summary
To contribute to a growth-oriented organization in a Backend Operations role, leveraging my experience in customer service, administrative coordination, and backend support to enhance operational efficiency and service quality.
-5+ years of experience in backend operations, data handling, and customer support across the retail, finance, and real estate sectors -Skilled in administrative documentation, internal coordination, tele-calling, and follow-ups -Strong communication, reporting, and organizational skills with attention to detail -Comfortable working in fast-paced, team-oriented environments
Overview
14
14
years of professional experience
3
3
Languages
Work History
Customer Relationship Associate
IKEA India Pvt. Ltd.
06.2020 - 12.2025
- Resolution Specialist-
- Managed and efficiently resolved SAC cases from the Customer Service Centre
- Addressed and resolved high-priority customer escalations.
- Collaborated with multiple stakeholders in strategic meetings to optimize customer experience.
- Responded promptly to customer inquiries via emails and calls, ensuring quick resolution.
- Produced detailed reports, ensuring streamlined processes, and proactively identifying potential glitches.
- Proficient in multiple systems, including SAMS, ISELL, MHS, CENTRO, SPARTACUS, PAYNIMO, IVR, ON-DEMAND, RDC, COGNOS, E-INVOICE, and more.
- Mentored and coached new team members, ensuring rapid onboarding and proficiency.
- Well versed with exchange & refund transactions.
- Shopping Experience-
- Welcome and advise clients on how to shop along with store opening duties.
- Coordinating the restocking of all shopping implements
- Show up at the Smaland (kids play area) Registration desk & smaland
- In charge of overseeing all communications within the store and making announcements
- Worked together with a variety of partners to ensure efficient store operations.
- Gather feedback from customers to identify areas for improvement and contribute to enhancing the overall customer experience.
- MPU (Merchandise Pickup Unit)-
- Ensure a seamless order transfer to the customer.
- Ensure that there are no oversold orders as well as handling the Click & Collect point.
- Coordinate with other stakeholder groups, such as third-party vendors, logistics, and TSP.
- Well versed with sales order creation and order fulfilment journey.
- Work with managers and peers to identify solutions to customer issues and ensure that the IKEA product range and services are actively working to offer alternative solutions that meet the needs of individual customers.
- Follow up with relevant function managers and customers regarding any complaints, appreciations, or suggestions.
- Ensure that the department/work area is effective for customers and cost-efficient for the store.
- Handle and resolve sad flows, escalations and claims efficiently and with empathy and process payments in an efficient, accurate and friendly manner.
- Handle all the home delivery orders till it reaches to customers doorstep.
- Well versed with E invoice, E-way and Delivery challan creations.
- Support proactively with customer insights to generate business and functional improvements.
- Ikea India pvt ltd is a subsidiary of the global furniture retails giant. With a mission to create a better everyday life for many people. Established in 1943, IKEA is committed to providing sustainable solutions for home and living spaces.
Customer Support & Backend Coordinator
Agrim Properties, Navi Mumbai
01.2018 - 12.2019
- Maintained accurate backend records of property listings and client information, ensuring up-to-date data for sales and marketing use.
- Utilized CRM tools to schedule client meetings, track communications, and conduct timely follow-ups, improving client engagement.
- Prepared and submitted detailed daily activity reports to management, contributing to performance tracking and strategic planning.
- Provided backend support for sales meetings and client appointments, coordinating schedules and ensuring seamless execution.
Customer Service Associate
Minacs (Customer Service BPO)
08.2016 - 01.2017
- Provided backend support for resolving customer service issues, ensuring timely follow-up and resolution in coordination with relevant teams.
- Documented customer interactions accurately and maintained up-to-date records in CRM systems to support service continuity and reporting.
- Acted as a liaison between clients and internal departments to facilitate clear communication and effective problem-solving.
Teacher (with Admin Support)
Wunderbar Kids, Kharghar
08.2015 - 04.2016
- Lesson planning & curriculum development
- Classroom management
- Student assessment & evaluation
- Differentiated instruction
- Parent-teacher communication
- Conflict resolution & behavior management
- Team collaboration
- Time management
- Adaptability and empathy
Phone Banking Officer
ADFC (Sister Concern of HDFC Bank)
10.2011 - 03.2014
- Handled high-volume inbound and outbound customer calls to address banking queries, transactions, and service requests.
- Provided accurate and timely information regarding account balances, transactions, loans, credit cards, and digital banking services.
- Verified customer identity and ensured secure handling of sensitive financial information in compliance with banking regulations (e.g., KYC, RBI guidelines).
- Resolved customer complaints efficiently while maintaining high levels of professionalism and service quality.
- Processed requests such as fund transfers, account statements, cheque book issuance, and card blocking/reactivation over the phone.
- Educated customers on digital banking platforms and self-service options to enhance their banking experience.
- Escalated unresolved or complex cases to the appropriate department while ensuring proper documentation and follow-up.
- Met or exceeded performance targets related to call quality, average handling time (AHT), and customer satisfaction scores (CSAT).
- Maintained detailed and accurate call logs and customer interaction records in CRM and core banking systems.
- Adhered to data protection policies and internal control procedures to ensure customer confidentiality and compliance.
Education
Commerce -
SK Somaiya College
Mumbai 04.2001 -
Skills
Backend Process Management
Customer Service Support
Data Entry & Documentation
MS Office & CRM Tools
Client Coordination
Report Generation
Tele calling & Lead Management
Timeline
Customer Relationship Associate
IKEA India Pvt. Ltd.
06.2020 - 12.2025
Customer Support & Backend Coordinator
Agrim Properties, Navi Mumbai
01.2018 - 12.2019
Customer Service Associate
Minacs (Customer Service BPO)
08.2016 - 01.2017
Teacher (with Admin Support)
Wunderbar Kids, Kharghar
08.2015 - 04.2016
Phone Banking Officer
ADFC (Sister Concern of HDFC Bank)
10.2011 - 03.2014
Commerce -
SK Somaiya College
04.2001 -