PARMESHWARI DAYAL

Key Responsibilities:

• Oversee the day-to-day management of key client accounts, ensuring the highest level of service and satisfaction
• Serve as the primary point of contact for clients, addressing inquiries, concerns, and service requests in a timely manner
• Collaboration with internal teams (IT, account, creative etc) to tailor solutions that meet client expectations
• Develop and implement strategic client engagement plans, driving increased retention and growth in the client base
• Conduct regular client meetings, track progress, and present performance reports and recommendations
• Resolve complex client issues by identifying root causes and offering effective solutions
• Monitor and analyze client feedback, ensuring continuous improvement in service offerings
• New developments as per client requirements (App, Catalogue, New Schemes, and Portal)
• Manage and oversee all initiatives to ensure smooth execution and fulfilling of client requirements within the given timelines
• Coordinated client onboarding, including the development of personalized service plans and timelines
• Provided strategic advice and recommendations to clients, helping them achieve business goals
• Ensured that all deliverables were met according to contract terms, timelines, and quality standards

Key Responsibilities:

• Maintained positive working relationship with fellow staff and management.
• Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
• Offered training and support to keep team members motivated and working toward objectives.
• Managed conflict resolution within the team to maintain a positive work environment.
• Monitored daily workflow to ensure adherence to established policies and procedures.
• Resolved customer complaints in an effective manner while maintaining a high level of customer service.
• Created training materials and conducted group trainings on new processes or procedures.

Key Responsibilities:

• Handle escalated customer inquiries or complaints that require a higher level of attention or problem resolution, ensuring timely and effective solutions
• Provide guidance and support to junior call center agents, offering coaching, training, and feedback to improve performance and customer handling skills
• Monitor calls for quality and accuracy, ensuring adherence to company policies and service standards. Provide feedback to team members for continuous improvement
• Track and report on key performance metrics (e.g., call handling time, customer satisfaction, first-call resolution) and collaborate with managers to achieve departmental goals
• Identify recurring issues or inefficiencies in processes and recommend improvements or changes to enhance customer experience and operational efficiency
• Work with team members, managers, and cross-functional departments to ensure a seamless customer experience and resolve operational challenges
• Accurately document customer interactions, resolutions, and follow-ups. Generate and review reports related to performance, customer feedback, and issue trends
• Gather and analyze customer feedback to identify areas for improvement and implement corrective actions when necessary

Key Responsibilities:

• Respond to customer inquiries via phone, email, or chat in a professional and timely manner
• Identify and resolve customer issues, complaints, or concerns efficiently, ensuring high levels of customer satisfaction
• Maintain a deep understanding of company products/services to provide accurate information and resolve queries effectively
• Handle a high volume of inbound and outbound calls while ensuring quality service standards are met
• Accurately document customer interactions, issues, and resolutions in the company's CRM or ticketing system
• Identify opportunities to promote additional services or products that meet the customer’s needs, while ensuring customer satisfaction

Key Responsibilities:

• Respond to customer inquiries via phone, email, or chat in a professional and timely manner
• Identify and resolve customer issues, complaints, or concerns efficiently, ensuring high levels of customer satisfaction
• Maintain a deep understanding of company products/services to provide accurate information and resolve queries effectively
• Handle a high volume of inbound and outbound calls while ensuring quality service standards are met
• Accurately document customer interactions, issues, and resolutions in the company's CRM or ticketing system
• Identify opportunities to promote additional services or products that meet the customer’s needs, while ensuring customer satisfaction