Neha Pandey
Mumbai
Summary
Customer Experience Manager/Key Account Manager
Customer-focused and results-oriented professional with a proven track record in delivering exceptional customer experiences and driving business growth. Possessing a strong foundation in customer service, problem-solving, and conflict resolution. I have successfully managed and exceeded performance metrics while building lasting customer relationships. Proven ability to thrive in fast-paced environments, analyze complex issues, and implement effective solutions. Currently leveraging my expertise in account management to foster strong partnerships with key clients and achieve business objectives.
Overview
7
7
years of professional experience
Work History
Key Account Manager
TTEC India Pvt Ltd
Mumbai
02.2024 - Current
- Handholding sellers and ensuring a smooth business on the eBay platform.
- Managing relationships with assigned key accounts, acting as the primary point of contact for their needs and inquiries.
- Proactively identifying and resolving any issues faced by key accounts.
- Conducting regular business reviews with key accounts to understand their goals, challenges, and recommending solutions to optimize their performance on eBay.
- Growth Strategy: Analyzing key account data to identify growth opportunities and recommend strategies to increase sales volume, profitability, and overall satisfaction.
Keeping key accounts informed about upcoming eBay promotions, policy changes, and new features that can benefit their business. - Seller Education and Support: Providing ongoing education and training to key account sellers on eBay policies, best practices, and tools to optimize their listings, pricing, and marketing strategies.
Identifying opportunities to improve key account sellers' product listings, including quality of content, images, and pricing strategies.
Staying up-to-date on eBay trends and best practices to effectively advise and support key account sellers. - Performance Tracking and Reporting: Regularly monitoring key account performance metrics (sales volume, feedback rating, conversion rates) and reporting on progress towards agreed-upon goals.
Senior Sales Associate
Personiv Contact Centres Ltd
Gurugram
09.2022 - 12.2023
- Provided exceptional customer service by responding promptly to inquiries and resolving issues quickly.
- Attended industry seminars and workshops to stay up-to-date with changes in the marketplace.
- Collaborated with other departments to ensure smooth functioning of business operations.
- Kept customers engaged with positive, sales-minded attitude demonstrating pride in products.
- Built and maintained new and established client relationships with exceptional communication, personalized interactions and friendly attentive service.
- Entered and updated customer information in system using customer relationship management tools to keep information current.
- Demonstrated new products to customers by allowing customers to visually see how products work and by sampling.
Customer Support Specialist
Capita India Pvt Ltd
Mumbai
04.2019 - 01.2021
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Researched customer inquiries using available resources such as FAQs and online forums.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Investigated customer complaints regarding product quality or service rendered.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Consulted with customers regarding needs and addressed concerns.
- Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
Customer Service Manager
Convergys India Pvt Ltd
Mumbai
12.2017 - 04.2019
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Maintained a high FCR for the customers spoken, which led to expansion of my customer base to handle.
- Provided exceptional customer service to ensure customer satisfaction, which led to a drastic decrease in the number of customers who called again for the same issue thereby improving my Customer expansion percentage.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Complaints handling: Within a span of 6 months got promoted to investigate sensitive customer service complaints and delivered prompt resolution to customer satisfaction and saved company from paying having fines to the TIO(TELECOMMUNICATION OMBUDSMAN) thereby also retaining Customers with service excellence.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
Education
Bachelor of Arts - Information Technology
Kalinga University
Raipur, Chattisgarh06-2017
HSC -
Parag Junior College
Mumbai, Maharashtra03-2013
SSC -
National Education Society's High School
Mumbai, Maharashtra03-2011
Skills
- Data-driven decision-making
- Business Development
- Revenue Generation
- Client Relationship Building
- Key Account Management
- Market Research Analysis
- Strategic Planning and Alignment
- Campaign Performance Tracking
- Product Promotion
- Active Listening
- Effective Communication
- Marketing campaigns
- Retention management
- Customer Relationship Management
- Problem-solving abilities
DOB
24th July, 1995
Timeline
Key Account Manager
TTEC India Pvt Ltd
02.2024 - Current
Senior Sales Associate
Personiv Contact Centres Ltd
09.2022 - 12.2023
Customer Support Specialist
Capita India Pvt Ltd
04.2019 - 01.2021
Customer Service Manager
Convergys India Pvt Ltd
12.2017 - 04.2019
Bachelor of Arts - Information Technology
Kalinga University
HSC -
Parag Junior College
SSC -
National Education Society's High School
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