PALLAVI K
Bangalore
Summary
Seasoned customer service professional competent in organizing deliveries, dispatching drivers and resolving customer concerns. Detail-oriented, responsive and adaptable to changing conditions. Proficient in regulations and procedures.
Overview
6
6
years of professional experience
Work History
Subject Matter Expert/Team Lead
Samasth Living Pvt Ltd (Settl)
05.2023 - Current
- Understand the nuances of managing shared facilities, handling tenant concerns, and ensuring a smooth living experience
- Assisting in drafting and reviewing legal agreements, contracts, and policies related to co-living operations
- Possessed in-depth knowledge about specific subject areas
- Used to assist the new bees in handling queries, communication path and helping them handle queries of tenants
- Had exposed training area to new joiners on the team, process and escalation metrics
- Provided training and guidance to customer support representatives, helping them develop the skills and knowledge needed to assist customers effectively.
Customer Success Manager
Samasth Living Pvt Ltd (Settl)
05.2023 - Current
- Managed and lead a team of customer support representatives
- This includes recruitment, training, performance evaluations
- Developed and implement customer support strategies and plans that align with the company's goals and objectives
- Monitored key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores to assess the team's performance
- Analysed customer support data to identify trends, recurring issues, and opportunities for improvement
- Had outsourced customer support, managed relationships with third-party vendors, ensuring they meet service level agreements and uphold the company's standards.
Business- Member Experience
Samasth Living Pvt Ltd (Settl)
10.2022 - Current
- Acted as the first point of contact for residents, responding to their inquiries, feedback, and complaints promptly and professionally
- Gathered feedback from residents to understand their needs and preferences
- Worked closely with other teams, such as maintenance, housekeeping, and management, to ensure seamless operations and resident satisfaction
- Maintained accurate and up-to-date records of resident interactions, issues, and resolutions
- Used ticketing systems for efficient tracking and communication
- Handled social Media escalation in a timely manner and converted negative feedbacks to positive one.
Social Media Specialist
Growth Pond Technology Private Limited
07.2021 - 05.2022
- Attending to all Customer queries, concerns and comments posted to the company’s Social Media Platforms
- Reviewing all Social Media posts/comments for accuracy and ensuring inappropriate content is removed
- Working with the marketing team to develop comprehensive social media strategies
- Attending social media- related meetings as required to represent the company
- Worked on variety of social Media Platforms such as Facebook, Twitter, Instagram, LinkedIn, YouTube Comments, Plays tore reviews
- Working knowledge of social media tools such as Google Analytics, Mail Chimp and other related plugins.
L2 Escalation
Growth Pond Technology Private Limited
07.2021 - 05.2022
- Providing the End user communication for critical issues like service delays/disruption with ETA’s
- Provide the solution within the specified SLA’s
- Discuss with users and prioritize the issue (Ticket’s) and resolve it within the time TAT provided
- Trained new employees and explained protocols clearly and efficiently
- Referred difficult issues to upper management while maintaining positive rapport with customer.
Customer Experience for Email Process
Growth Pond Technology Private Limited
05.2021 - 05.2022
- Handling Customers Enquires Through Email
- Assist Customers in Making Purchases Decisions
- Build Relationships with Customers
- Identify Opportunities to Enhance Customer Experience and Turn Dissatisfied Customers into Happy Customers
- Ability To Explain Complex Issues in An Easy and Understandable Manner
- Handling Grievance Emails
- Providing Information about new and existing products and services
- Tracking and processing new orders and refunds
- Performing administrative tasks as assigned by the Supervisor.
Client Service Co-ordinator
Avalon Solutions
11.2019 - 03.2021
- Provide client support services in timely and accurate manner
- Answer client calls and address their queries and concerns within the assigned timelines
- Handle client escalations and provide corrective actions
- Identify prospective clients through networks
- Cracking the direct deal with clients for the man-power supply
- Having Face to Face call in order to explain the services and tie up the deal with the clients
- Working on numerical figures and the revenue generate portion.
Business Development Co-ordinator
Avalon Solutions
07.2018 - 11.2019
- Coordinating and arranging client events, meetings, appointments, and conferences
- Assisting with the preparation of presentations and pitches for prospective clients
- Writing and distributing agendas, proposals, cost estimates, and briefing documents for internal and external meetings
- Creating and maintaining client databases and mail lists
- Tracking submitted proposals and providing feedback to management.
Education
Bachelor of Computer Applications [BCA] -
Bangalore University
01.2021
Intermediate at Seshadri Puram Composite Pre-University College -
State Board of Karnataka
01.2018
S.S.L.C at St. Lourdes High School -
State Board of Karnataka
01.2016
Skills
- Very good communication skills and a problem solver
- Ability to absorb new information quickly to keep up with changes
- Ability to work under pressure
- Ability to use positive language
- Effective Listening
- Willingness to Improve
- Good chat, including the clear response, the ability to understand people unusual accents, and excellent manners
- Hubspot
- Jira Atlassian
- One Direct
- Fresh Desk
- Mail Modo
- Lead Squared
- Exotel
- Slack
- Strong Interpersonal Skills
- Sales Support
- Customer Account Management
- Client Relations
Medium Of Instruction
English
Activities
MS-office, CRM tools, Managing Worksheets, Formatting Cells, Excel Functions (Basic), Pivot Table, Report analysis, Pie Chat Presentation
Marital Status
Single
Disclaimer
I hereby declare that the above details mentioned are true to the best of my knowledge and I’ll do my best for the growth of the Organization.
Languages
- English
- Kannada
- Hindi
Accomplishments
1) Client Coordinator Award - 07/2019 Issued by (Avalon Solutions)
The recognition is a testament to my communication skills and achievement in closing a live deal, making me the best contributor in terms of revenue.
2) CS champion. (Dukaan)
Received commendation for achieving Customer Satisfaction (CSAT) scores & marking the first instance of such recognition in the Cs department.
3) Customer retention Award (Settl)
Received commendation for effectively managing customer escalations, skillfully turning negative interactions into positive outcomes in customer support.
Languages
Kannada
First Language
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Timeline
Subject Matter Expert/Team Lead
Samasth Living Pvt Ltd (Settl)
05.2023 - Current
Customer Success Manager
Samasth Living Pvt Ltd (Settl)
05.2023 - Current
Business- Member Experience
Samasth Living Pvt Ltd (Settl)
10.2022 - Current
Social Media Specialist
Growth Pond Technology Private Limited
07.2021 - 05.2022
L2 Escalation
Growth Pond Technology Private Limited
07.2021 - 05.2022
Customer Experience for Email Process
Growth Pond Technology Private Limited
05.2021 - 05.2022
Client Service Co-ordinator
Avalon Solutions
11.2019 - 03.2021
Business Development Co-ordinator
Avalon Solutions
07.2018 - 11.2019
Bachelor of Computer Applications [BCA] -
Bangalore University
Intermediate at Seshadri Puram Composite Pre-University College -
State Board of Karnataka
S.S.L.C at St. Lourdes High School -
State Board of Karnataka
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