Nirmala R
Bangalore
Summary
Adept at elevating customer experiences, I leveraged my expertise in CRM software and conflict resolution at PVH India Private Limited to consistently surpass customer satisfaction targets. My collaborative efforts led to process enhancements, significantly improving service efficiency and achieving an impressive 90%+ satisfaction score.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
PVH Services India Private Limited
Bangalore
10.2020 - Current
- Delivered exceptional customer support through email and chat, successfully handling product order concerns, returns, and account management inquiries.
- Enhanced customer experience through effective problem-solving and resolution.
- Maintained a customer satisfaction score above 90% on average, regularly exceeding goals set by the department.
- Configured ERP systems for inventory control, achieving precise order processing.
- Utilized order management tool to maintain precise tracking and resolution of order issues.
- Assist with the onboarding process of team members to foster effective integration.
- Exhibited adept time management and organizational capabilities in overseeing more than 100 daily inquiries.
Customer Service Agent
Groupon Shared Services Private Limited
Bangalore
07.2018 - 03.2020
- Delivered effective customer support for a diverse customer base, responding to inquiries and resolving issues in a timely and professional manner
- Handled escalated customer complaints, ensuring prompt and satisfactory resolutions, leading to an improvement in retention rates
- Collaborated with cross-functional teams to implement process improvements based on customer feedback, increasing service efficiency
Education
B E - Information Science
Sai Vidya Institute of Technology
Bangalore06.2015
Skills
- Customer Support and Service
- Conflict Resolution
- Communication (Written and Verbal)
- Active listening
- CRM software (eg, Zendesk, Salesforce)
- Time management
- Product knowledge
- Multitasking
- Team Collaboration
- Credit adjustments
- Order Management
- Refund management
- Real-Time Chat Assistance
Accomplishments
- Awarded as a star performer multiple times for productivity and commitment.
- Appreciated several times for the timely delivery of results from the support team.
Applications Used
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- CRM Software: Zendesk, Salesforce, MAO
- Chat & Email Support Tools: LiveChat, Knowledge Management System
Languages
English
First Language
English
Proficient (C2)
C2
Timeline
Customer Service Representative
PVH Services India Private Limited
10.2020 - Current
Customer Service Agent
Groupon Shared Services Private Limited
07.2018 - 03.2020
B E - Information Science
Sai Vidya Institute of Technology
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