Madhuri Prasad
Mumbai
Summary
Forward-thinking senior customer support executive with over 11 years of experience enhancing sales and client-relationship management. Talented at strategically pursuing new business opportunities and capitalizing on emerging market trends. Exceptional business acumen and history achieving remarkable channel growth with results-oriented approaches.
Overview
11
11
years of professional experience
Work History
Business Development Manager
Zipgrid Management Services Pvt. Ltd
Mumbai
08.2023 - Current
- Maintained a database of existing customers and prospective leads.
- Drafted proposals for prospects in response to their requests for information.
- Participated in weekly meetings with executive leadership team members to discuss progress toward goals.
- Make calls to client for service (Fresh).
- Schedule meeting for site visit.
- Prepared proposal and send it to client for review and approval.
- Prepared brief note and Master service agreement.
- CRM tagging
- Prepared reports and presentations detailing business development activities and outlining new initiatives
Senior Customer Support Executive
Zipgrid Management Services Pvt. Ltd
Mumbai
03.2018 - Current
- Provided guidance to junior level customer support staff on how best to handle difficult situations.
- Contributed ideas for developing new strategies for enhancing overall effectiveness of the team.
- Maintained records of all interactions with customers for future reference and analysis.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Mentored junior team members and managed employee relationships.
- Drove customer escalations to resolution by engaging directly with clients.
Senior Customer Support Representative
Intelenet
Mumbai
09.2012 - 12.2017
- Provided guidance and assistance to less experienced team members when needed.
- Provided high-level customer service to resolve escalated customer inquiries.
- Assisted customers with complex technical issues, troubleshooting and resolving them in a timely manner.
- Analyzed customer feedback data to identify areas of improvement in the customer service process.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained positive working relationship with fellow staff and management.
- Improved customer service wait times to mitigate complaints.
- Created reports on key performance indicators related to customer satisfaction levels.
- Answered 20 calls per shift to assist with customer questions and concerns.
- Identified needs of customers promptly and efficiently.
Education
Bachelor of Commerce - Graduate
05-2012
Skills
- Performance Evaluations
- Mergers and Acquisitions
- Lead Generation
- Customer Service
- CRM Platforms
- Pipeline Management
- Proposal Writing
Languages
English
First Language
Hindi
Upper Intermediate (B2)
B2
Timeline
Business Development Manager - Zipgrid Management Services Pvt. Ltd
08.2023 - Current
Senior Customer Support Executive - Zipgrid Management Services Pvt. Ltd
03.2018 - Current
Senior Customer Support Representative - Intelenet
09.2012 - 12.2017
Nirmala Memorial Foundation College Of Commerce - Bachelor of Commerce, Graduate