Neha Garg
Pune
Summary
Proven leader in customer experience management, enhancing service quality and satisfaction through data analysis and process improvement. Dedicated to mentoring teams and fostering cross-functional collaboration to drive impactful customer solutions.
Results-oriented Customer Experience Manager with expertise in data analysis and stakeholder communication. Skilled in developing training programs that elevate team performance and improve customer satisfaction metrics. Committed to implementing effective strategies that drive customer loyalty and retention.
Dynamic customer experience professional skilled in problem-solving and team leadership. Expertise in developing customer feedback processes and training initiatives. Focused on enhancing customer satisfaction and loyalty through strategic cross-departmental collaboration.
Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
12
12
years of professional experience
Work History
Customer Experience Manager (Customer Advocate)
Cohesity
Pune
01.2022 - 01.2026
- Developed customer feedback processes to enhance service quality.
- Trained team members on best practices for customer engagement.
- Analyzed customer interactions to identify improvement areas.
- Collaborated with cross-functional teams to design customer solutions.
- Implemented strategies to improve overall customer satisfaction scores.
- Managed communication channels to streamline customer inquiries and support.
- Conducted regular assessments of customer service performance metrics.
- Facilitated workshops to educate staff on effective communication skills.
- Analyzed customer feedback data to identify areas of improvement in the customer experience.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
- Worked closely with other departments such as sales, marketing, product development, and IT in order to ensure a seamless end-to-end experience for customers.
- Maintained accurate records of all interactions with customers including call logs, emails, online chats.
- Monitored customer service performance metrics and created reports for senior management review.
- Revised department schedules to maximize coverage during peak hours.
- Developed customer service policies and procedures to ensure a consistent and positive experience.
- Designed strategies for resolving common complaints from customers quickly and efficiently.
- Developed key performance indicators used to measure success in achieving high levels of customer satisfaction.
- Created strategies to improve customer satisfaction by focusing on product quality, delivery speed, and customer service responsiveness.
- Oversaw the development of training materials designed to educate team members on how best to provide excellent customer service.
- Established relationships with external vendors that are essential for providing superior levels of support during peak times.
- Implemented new technologies to streamline processes related to the customer experience journey.
- Collaborated with cross-functional teams to develop marketing campaigns that enhance the customer experience.
- Facilitated communication between various stakeholders throughout the organization when it comes to matters related to enhancing the customer experience.
- Conducted regular surveys to assess customers' opinions about their experiences with the company's products or services.
- Developed programs for recognizing employees who demonstrate exemplary levels of service excellence.
- Initiated loyalty programs to reward frequent customers and increase retention rates.
- Developed and implemented customer service policies and procedures to ensure a consistent and high-quality customer experience.
- Collaborated with cross-functional teams to enhance product features and services based on customer feedback.
- Oversaw the implementation of CRM systems to streamline customer interactions and data management.
- Led team meetings to discuss customer feedback and brainstorm strategies for enhancing the customer experience.
- Conducted regular performance evaluations of customer service staff and provided constructive feedback.
- Developed training materials and manuals for customer service staff to improve knowledge and skills.
- Collaborated with cross-functional teams to enhance product knowledge.
- Resolved customer inquiries using internal ticketing systems effectively.
- Provided exceptional customer support for data management solutions.
- Educated customers on product features and best practices through training sessions.
- Managed customer feedback to improve service and product offerings.
- Documented customer interactions in CRM systems for future reference.
- Assisted customers in troubleshooting software issues promptly and efficiently.
- Provided customer support through phone, email and chat channels.
- Escalated complex customer cases as necessary to appropriate teams and departments.
- Researched customer inquiries to ensure accurate resolution of their issues.
- Performed extensive research on all inquiries and concerns to achieve complete client satisfaction.
- Reached out to providers to help develop comprehensive solutions.
- Researched problems with benefits, accounts, and services with speed and accuracy.
- Assisted customers in navigating the company website for answers to commonly asked questions.
- Ensured compliance with applicable laws and regulations related to the handling of personal information.
- Collaborated with colleagues across multiple departments to resolve customer issues quickly and efficiently.
- Monitored incoming calls, emails, chats and other communication channels for customer inquiries.
- Tracked progress on open cases and updated customers regularly on status changes.
- Maintained a high level of professionalism while communicating with customers via all channels.
- Provided training sessions for new employees joining the Customer Advocate team.
- Actively sought out ways to improve current processes related to customer experience.
- Utilized various software tools such as CRMs or ticketing systems for tracking purposes.
- Followed up with customers after resolution of their issue to ensure satisfaction was achieved.
- Identified trends in customer service inquiries and reported them to management team.
- Performed quality assurance checks on completed cases prior to closure.
- Engaged with customers and worked to resolve product and service issues.
- Represented perspective and interests of client's customers in meetings.
Escalation Manager (Customer Advocate)
Tracelink
Pune
01.2020 - 08.2021
- Led cross-functional teams to implement supply chain strategies and improve efficiencies.
- Developed training programs to enhance staff skills and operational knowledge.
- Facilitated communication between departments to streamline workflow and resolve issues.
- Oversaw compliance with industry regulations and quality assurance standards.
- Mentored junior staff in best practices for project management and leadership skills.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
- Provided leadership during times of organizational change or crisis situations.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Recruited and hired qualified candidates to fill open positions.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Established processes to ensure efficient workflow throughout the organization.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Created monthly reports for senior management summarizing operational performance metrics.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Coordinated cross-departmental projects to ensure timely and successful completion.
- Led a team of XX employees, ensuring high productivity and excellent customer service.
- Ensured compliance with industry regulations and company policies.
- Conducted performance reviews for team members.
- Streamlined communication channels, improving information flow and decision-making speed.
- Implemented process improvements, resultingin an increase in operational efficiency.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality, and conformance.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Produced thorough, accurate and timely reports of project activities.
- Proposed or approved modifications to project plans.
- Implemented quality control measures to uphold company standards.
- Advocated for customer needs in product development discussions.
- Resolved complex customer inquiries through effective communication and problem-solving.
- Collaborated with teams to enhance customer support processes and workflows.
- Provided training and support to new team members on systems and procedures.
- Analyzed customer feedback to identify trends and recommend improvements.
- Utilized CRM systems to track interactions and manage customer relationships effectively.
- Facilitated cross-departmental meetings to address customer service issues promptly.
- Developed informational resources for customers, improving knowledge and satisfaction.
- Recorded detailed notes in customer accounts for future reference and follow-up.
- Provided customer support through phone, email and chat channels.
- Escalated complex customer cases as necessary to appropriate teams and departments.
- Researched customer inquiries to ensure accurate resolution of their issues.
- Performed extensive research on all inquiries and concerns to achieve complete client satisfaction.
- Reached out to providers to help develop comprehensive solutions.
- Assisted customers in navigating the company website for answers to commonly asked questions.
- Researched problems with benefits, accounts, and services with speed and accuracy.
- Collaborated with colleagues across multiple departments to resolve customer issues quickly and efficiently.
- Ensured compliance with applicable laws and regulations related to the handling of personal information.
- Developed strong relationships with customers by providing timely responses and solutions.
- Conducted surveys to measure customer satisfaction and identify top issues.
- Maintained thorough and detailed documentation of customer interactions and outcomes.
- Monitored incoming calls, emails, chats and other communication channels for customer inquiries.
- Tracked progress on open cases and updated customers regularly on status changes.
- Actively sought out ways to improve current processes related to customer experience.
- Maintained a high level of professionalism while communicating with customers via all channels.
- Utilized various software tools such as CRMs or ticketing systems for tracking purposes.
- Provided training sessions for new employees joining the Customer Advocate team.
- Followed up with customers after resolution of their issue to ensure satisfaction was achieved.
- Identified trends in customer service inquiries and reported them to management team.
- Performed quality assurance checks on completed cases prior to closure.
- Represented perspective and interests of client's customers in meetings.
- Updated knowledge base articles regularly with relevant information about products or services offered.
- Responded to many daily requests for information.
- Identified opportunities to upsell additional products or services based on customer needs.
- Developed recommendations for changes in policy and offerings by analyzing consumer research.
- Leveraged key resources to develop strategies to reduce claims.
- Advised customers on product features, technical specifications, installation processes.
- Engaged with customers and worked to resolve product and service issues.
- Proactively recommended changes based on consumer needs and market trends to grow company.
Customer Support Executive
Credence resource management
Pune
12.2016 - 01.2020
- Assisted customers with inquiries and resolved issues effectively.
- Provided product information and guided customers through services offered.
- Managed customer accounts and updated information in company systems.
- Collaborated with team members to enhance service delivery processes.
- Handled incoming calls and emails, ensuring prompt responses to requests.
- Documented customer interactions and maintained accurate records consistently.
- Trained new staff on customer service protocols and best practices.
- Developed solutions for common customer concerns to improve satisfaction levels.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Identified opportunities for upselling additional products or services based on customer needs.
Customer Support Executive
Tech Mahindra
Pune
10.2015 - 06.2016
- Managed customer accounts and updated information in company systems.
- Collaborated with team members to enhance service delivery processes.
- Assisted customers with inquiries and resolved issues effectively.
- Provided product information and guided customers through services offered.
- Documented customer interactions and maintained accurate records consistently.
- Handled incoming calls and emails, ensuring prompt responses to requests.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed positive relationships with customers through friendly interactions.
- Resolved customer complaints promptly and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
- Identified opportunities for upselling additional products or services based on customer needs.
- Implemented innovative methods for streamlining the customer service process.
- Conducted regular follow-up calls with customers after resolving their issues.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Updated databases with new and modified customer data.
- Promoted available products and services to customers during service, account management and order calls.
- Supported sales team members to drive growth and development.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Customer Relation Associate
Convergys
Pune
01.2014 - 01.2015
- Provided exceptional customer service to ensure customer satisfaction.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Analyzed customer trends using data collected from surveys, questionnaires.
- Advised customers on product features and benefits based on their individual needs.
- Provided assistance in training new staff members on proper customer service techniques.
- Maintained accurate records of all interactions with customers for future reference.
- Monitored customer feedback to identify areas for improvement in products or services.
- Identified opportunities for process improvement and cost savings initiatives.
- Collaborated with colleagues to ensure exceptional levels of customer satisfaction.
- Managed multiple tasks simultaneously within tight deadlines.
- Developed strong relationships with customers through courteous, professional communication.
- Conducted research on customers' needs and preferences to customize services.
- Generated weekly and monthly performance metrics reports for senior management review.
- Generated leads from existing clients to increase sales opportunities.
- Created detailed documentation outlining common problems experienced by customers.
- Ensured compliance with applicable laws and regulations related to customer relations.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Supported sales team members to drive growth and development.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Participated in team meetings to stay abreast of changes in company policies or procedures.
- Processed orders accurately and efficiently while meeting customer deadlines.
- Monitored service metrics to ensure compliance with company standards.
- Provided feedback to improve operational processes and customer experience.
- Assisted in developing training materials for customer service practices.
- Trained new associates on company policies and procedures.
- Collaborated with team members to enhance service quality.
- Documented interactions in customer relationship management systems.
- Resolved customer complaints efficiently and professionally.
- Managed customer inquiries through various communication channels.
Education
Bachelor of Science - Computer Science
St. Aloysius College
Jabalpur04-2011
High School Diploma -
Johnsons English Medium School
Jabalpur04-2008
High School Diploma -
St. Josephs Convent Girls Senior Secondary School
Jabalpur04-2007
Skills
- Customer experience
- Data analysis
- CRM software
- Process improvement
- Performance metrics
- Customer retention
- Stakeholder communication
- Cross-functional collaboration
- Team leadership
- Conflict resolution
- Problem solving
- Effective training
- Customer loyalty programs
- Service excellence
- CRM software proficiency
- Customer acquisition
- Retention management
- Voice of customer analysis
- Customer feedback management
- Training programs
- Account management
- Customer journey mapping
- Customer empathy
- Customer segmentation
- Corporate communication
- Adaptability and flexibility
- Interpersonal communication
- Corporate communications
- Staff monitoring
- Reliability
- Detail-oriented
- Goal setting
- Critical thinking
- Time management abilities
- MS office suite
- Adobe creative suite
- Performance evaluations
- Client relationship management
- Professionalism
- Customer retention strategies
- Cross-departmental alignment
- Interpersonal skills
- Attention to detail
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Timeline
Customer Experience Manager (Customer Advocate)
Cohesity
01.2022 - 01.2026
Escalation Manager (Customer Advocate)
Tracelink
01.2020 - 08.2021
Customer Support Executive
Credence resource management
12.2016 - 01.2020
Customer Support Executive
Tech Mahindra
10.2015 - 06.2016
Customer Relation Associate
Convergys
01.2014 - 01.2015
Bachelor of Science - Computer Science
St. Aloysius College
High School Diploma -
Johnsons English Medium School
High School Diploma -
St. Josephs Convent Girls Senior Secondary School