Madhana Priya
Senior Associate in customer service
Bengaluru
Summary
Detail-oriented and empathetic Customer Support Specialist with over 6+ years of experience in providing exceptional service and resolving customer issues. Proficient in using CRM software and equipped with strong communication and problem solving skills. Committed to improving customer satisfaction and fostering positive client relationship.
Managed multiple tasks simultaneously while maintaining composure during high-volume periods or challenging calls.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Senior Customer Support Associate
Laundryheap
Bengaluru
01.2021 - 12.2023
- Resolved customer complaints via emails and live chats, achieving 95% customer satisfaction rate.
- Assisted average of 80 customers daily with inquires related to service, billing and complaints.
- Utilized Zendesk to track and manage support tickets , ensuring timely resolution and follow-up.
- Conducted training sessions for new team members on best practices and company policies and process.
- Collaborated with teams to identify and resolve recurring issues
Senior Purchase Executive
The Chief Traders
Bangalore
10.2018 - 11.2019
- Reduced procurement costs by effectively negotiating contracts with key suppliers.
- Effectively managed complex projects within tight deadlines while maintaining high-quality standards.
- Developed strong relationships with vendors, resulting in improved pricing, terms, and service levels.
- Resolved disputes with vendors swiftly and professionally, ensuring continued positive business relationships.
- Contacted location managers and department supervisors to assess requirements.
- Optimized inventory levels by implementing data-driven demand forecasting methods.
Assistant Manager-Marketing and Sales.
Glitterati Concepts
Bengaluru
03.2018 - 09.2018
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Monitored sales trends to adjust pricing strategies for optimal profitability.
- Collaborated with management team to develop strategic plans for business growth and improvement.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Promoted teamwork within workplace by encouraging collaboration among staff members on various projects and tasks.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering positive work environment.
- Generated repeat business through exceptional customer service.
- Developed strategy to increase sales and drive profits.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Senior Support Associate
HiPower Support Center Pvt Ltd
Bengaluru
03.2016 - 09.2017
- Increased support quality with thorough troubleshooting and problem-solving techniques.
- Consistently met or exceeded performance metrics, showcasing dedication to providing exceptional support services.
- Played an active role in continuous improvement initiatives aimed at refining departmental processes and increasing overall support effectiveness.
- Enhanced team efficiency by organizing and streamlining documentation processes.
- Efficiently managed high-volume workload without sacrificing quality or attention to detail, demonstrating strong time management skills.
- Delivered prompt resolutions to complex issues through effective escalation management and collaboration with specialized departments.
- Maintained a high level of professionalism while interacting with diverse clientele, fostering strong relationships.
- Reduced response times for client issues through effective prioritization and task management.
Education
No Degree - Business Management
Nirmala Higher Secondary School
Bengaluru, India 04.2001 -
Skills
Excellent Communication (Written and Verbal)
Problem Solving abilities
Conflict Resolution
CRM Software proficiency (Zendesk)
Time management
Multitasking
Technical Support
Patience and Empathy
Active Listening
Team Collaboration
Timeline
Senior Customer Support Associate
Laundryheap
01.2021 - 12.2023
Senior Purchase Executive
The Chief Traders
10.2018 - 11.2019
Assistant Manager-Marketing and Sales.
Glitterati Concepts
03.2018 - 09.2018
Senior Support Associate
HiPower Support Center Pvt Ltd
03.2016 - 09.2017
No Degree - Business Management
Nirmala Higher Secondary School
04.2001 -
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