Lovely Singh
Gurgaon
Summary
Results-driven customer service and business development professional with extensive experience in logistics, real estate, and banking sectors. Expertise in managing customer inquiries, resolving shipment and service challenges, and ensuring adherence to service level agreements through seamless collaboration with cross-functional teams. A strong track record in CRM, upselling, cross-selling, and client relationship management has led to consistent achievement of sales targets while enhancing customer satisfaction. Proficient in process improvement and communication, fostering long-term customer trust to drive retention and stimulate business growth.
Overview
3
3
years of professional experience
Work History
Associate - Business Development
Delhivery Limited
08.2025 - 09.2025
- Handle customer queries, complaints, and requests across phone, email, and chat.
- Track and resolve shipment-related issues (delays, returns, wrong delivery, damages, etc.).
- Coordinate with internal teams like operations, logistics, and warehouse to provide quick solutions.
- Maintain detailed records of customer interactions in CRM systems.
- Provide proactive updates to customers about their shipments and escalations.
- Ensure customer satisfaction by addressing issues with empathy, patience, and clarity.
- Identify repeated problems and escalate them for process improvement.
- Support client accounts by ensuring SLA (Service Level Agreement) adherence.
- Contribute to customer retention by building trust and offering smooth service experiences.
- Work under deadlines while prioritizing urgent cases effectively.
CRM Executive
Squareyards Consulting Pvt Ltd
04.2024 - 07.2025
- Delivered exceptional customer service by addressing inquiries and resolving issues across voice and digital channels.
- Managed high volumes of inbound customer interactions with a courteous, solution-focused approach.
- Educated customers on product features, benefits, and value propositions through in-depth knowledge.
- Achieved sales targets by identifying customer needs and offering tailored solutions to increase conversions.
- Contributed to upselling and cross-selling efforts, consistently meeting monthly and quarterly sales goals.
- Reduced average call handling time using efficient resolution techniques while ensuring customer satisfaction.
- Received positive feedback from customers, enhancing overall satisfaction scores and repeat business.
- Maintained detailed records of customer interactions to support data-driven improvements in service strategy.
Assistant Manager
Kotak Mahindra Bank Ltd
09.2022 - 02.2024
- Managed corporate salary accounts for partner organizations, ensuring efficient onboarding and servicing.
- Conducted presentations and personalized interactions to promote banking products for salaried professionals.
- Achieved monthly targets for new account openings and cross-selling through strategic communication.
Education
BBA - Marketing & Automobile Management
Galgotias University
07-2023
Senior Secondary School -
Rajendra Lohiya Vidya Mandir
06-2019
Higher Secondary School -
RBS Public School
06-2017
Skills
- Client relationship management
- Lead generation and conversion
- Sales and upselling
- Communication and presentation
- Multi-channel support
- Conflict resolution
- Empathy and active listening
- Product knowledge
- Problem solving
- Client retention
- Cross-selling strategies
- Service quality improvement
- Time management
- Relationship building
Timeline
Associate - Business Development
Delhivery Limited
08.2025 - 09.2025
CRM Executive
Squareyards Consulting Pvt Ltd
04.2024 - 07.2025
Assistant Manager
Kotak Mahindra Bank Ltd
09.2022 - 02.2024
Senior Secondary School -
Rajendra Lohiya Vidya Mandir
Higher Secondary School -
RBS Public School
BBA - Marketing & Automobile Management
Galgotias University