Paromita Sen
Kolkata
Summary
Astute Customer Relations Manager adept at proactively addressing escalated complaints to restore satisfaction. Supports team members with consistent communication and clear policies for managing common issues.
Overview
3
3
Languages
13
13
years of professional experience
Work History
Customer Relationship Manager
Shah Distributors (Autodivision) Royal Enfield
Kolkata
04.2018 - 01.2021
- Provided exemplary level of service to customers to extend relationships for future business opportunities.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Drove customer escalations to resolution by engaging directly with clients.
- Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
- Supervised team of 4 customer service and front-line personnel, meeting needs of more than 10 customers per day.
- Consulted with customers to resolve service and billing issues.
- Followed and reinforced procedures and regulations to keep branch in compliance with standards.
- Performed data entry tasks when required.
- Verified accuracy of data entry into system.
- Generated reports summarizing key findings from data analysis activities.
- Performed data analysis, validation, and interpretation of results.
Customer Service Officer, Operations Department
ICICI Bank
Kolkata
04.2010 - 11.2011
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered phone with positive attitude and asked questions to better understand customer needs.
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets.
- Communicated information to customers about product quality, value and style.
- Processed payments and updated balances and customer totals.
- Processed customer account changes with proprietary software.
- Tracked down sources of special products and services to meet customers' special needs.
- Identified and pursued cross-selling opportunities to bring in high volume of new revenue per month.
- Reviewed account and service histories to identify trends and resolve issues.
- Managed scheduling, training and inventory control.
- Developed strong customer relationships to encourage repeat business.
- Addressed customer concerns with suitable solutions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Built strong operational teams to meet process and production demands.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Set up and activated customer accounts.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Performed data validation checks between different databases and systems according to business needs.
- Conducted regular data validation and accuracy checks to ensure high-quality reporting.
Team Leader
Future Group (Big Bazaar)
Kolkata
10.2007 - 05.2009
- Trained and supported team members to enhance motivation and alignment with objectives.
- Delegated daily tasks to team members to optimize group productivity.
- Reviewed completed work to verify consistency, quality and conformance.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Completed daily quality assurance duties to provide feedback for improvements.
- Cultivated positive working relationships with staff and management to foster collaboration.
- Maintained clean and organized work areas to ensure safety and efficiency.
- Maintained daily inventory to facilitate successful material distribution.
- Identified needs of customers promptly and efficiently.
Education
MBA - Marketing Operations
West Bengal University of Technology (now MAKAUT)
Kolkata06.2007
Skills
- Issue and conflict resolution
- Problem resolution
- Proficient in Excel
- Basic math
- Reliable & trustworthy
- Work ethic
Languages
English
Intermediate (B1)
B1
Hindi
Proficient
C2
Bengali
Upper Intermediate
B2
Timeline
Customer Relationship Manager
Shah Distributors (Autodivision) Royal Enfield
04.2018 - 01.2021
Customer Service Officer, Operations Department
ICICI Bank
04.2010 - 11.2011
Team Leader
Future Group (Big Bazaar)
10.2007 - 05.2009
MBA - Marketing Operations
West Bengal University of Technology (now MAKAUT)