Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages Known
Key Areas of Expertise
Timeline
Generic

Payal Dodwani

Summary

Experienced Customer-focused CRM Associate in managing client relationships, query resolution, and customer satisfaction across multiple channels including email, phone, chat, and social media. Proficient in tools like Freshdesk, Zendesk, and Exotel. Skilled in data-driven decision-making, issue escalation, and CRM process optimization. Consistently recognized for professionalism, problem-solving, and strong communication.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Associate, Customer Relationship Management

CashKaro
11.2022 - 07.2025
  • Managed and resolved customer queries via email and phone, maintaining high satisfaction scores and meeting FRT targets.
  • Analyzed user data to identify recurring issues, optimize engagement, and suggest product/process improvements.
  • Delivered real-time support using CRM systems, contributing to loyalty and user retention.
  • Escalated system-level issues and coordinated with internal teams for resolution.
  • Mentored new team members and contributed to continuous improvement.
  • Consistently appreciated by customers for clarity, professionalism, and empathy in communication.
  • Ensured efficient handling of CRM workflows, maintaining tracking systems and reporting for key metrics.

Relationship Manager, Customer Support

Camp K12
03.2022 - 08.2022
  • Handled domestic and international client queries via email and calls.
  • Maintained a 48-hour turnaround time (TAT) for ticket resolution.
  • Collaborated with internal teams to ensure timely updates and resolutions.
  • Acted as the communication bridge between customers and instructors.

Sales Executive

LA CERAMICA
04.2021 - 12.2021
  • Assisted clients with product selection and quotations.
  • Maintained client relationships and tracked walk-in customer data.
  • Exceeded targeted sales goals by 20% on regular basis.

Sales & Marketing Executive

EASH.SHOP
07.2020 - 04.2021
  • Generated leads through cold calling, networking, IndiaMART, and advertising.
  • Delivered persuasive sales pitches to potential clients, contributing to revenue growth.
  • Supported order dispatch operations and maintained client relationships through post-sale assistance.
  • Contributed to other marketing and social media engagement.

Operations Executive

Kamal Enterprises
12.2017 - 07.2020
  • Managed e-commerce operations on Amazon and government platforms (GeM).
  • Oversaw inventory procurement and order dispatch across India.
  • Taking direct feedback from customer to make Strategic Changes

Education

BBA - Retailing

Indira Gandhi National Open University
New Delhi
01.2023

Skills

  • CRM Tools: Freshdesk, Zendesk, Exotel, Telenetix
  • MS Excel (Advanced), Google Sheets, MS PowerPoint, Outlook
  • Strong written and verbal communication
  • Critical thinking, adaptability, professionalism
  • Leadership & Ownership, Communication, Prioritization

Accomplishments

  • Recognized by customers for exceptional service via calls and email.
  • Escalated and resolved critical issues by coordinating with cross-functional teams.
  • Maintained high CSAT ratings and improved customer retention through proactive support.

Certification

  • General English Course (Upper Intermediate B2-2) – British Council
  • Business Communication – CashKaro

Languages Known

Hindi
English

Key Areas of Expertise

  • Customer Relationship Management (CRM)
  • People Management
  • Team Coaching & Peer Support
  • Customer Retention & Loyalty
  • Problem Solving
  • Conflict Resolution & Escalation Handling
  • Business Communication
  • Cross-Functional Team Collaboration
  • Data Analysis & Reporting
  • Communication & Interpersonal Skills

Timeline

Associate, Customer Relationship Management

CashKaro
11.2022 - 07.2025

Relationship Manager, Customer Support

Camp K12
03.2022 - 08.2022

Sales Executive

LA CERAMICA
04.2021 - 12.2021

Sales & Marketing Executive

EASH.SHOP
07.2020 - 04.2021

Operations Executive

Kamal Enterprises
12.2017 - 07.2020

BBA - Retailing

Indira Gandhi National Open University
Payal Dodwani