Pooja Doddamani

Managed a Portfolio of over 80 key Clients , achieving a 70% of Retention rate.

Implemented a customer feedback system that improved satisfaction scores by 80%.

Coordinated with cross - Functional teams to address client needs and deliver solutions within SLA.

Upsold and cross sold services, contributing to a 70% of increase in Revenue.

Handled daily customer inquiries, resolving issues with an 80% first Contact resolution rate.

Maintained detailed records in CRM and supported the sales team in client outreach efforts.

Trained junior staff on CRM systems and customer service protocols.

Visa Processing & Backend Process Operations & Management.

Handling Dubai , Croatia, Cyprus, MEA, Thailand , Ukaraine , Lebanon for Visa.

Preparing Daily Account report in EOD.

Preparing daily Internal Report to sending to the quality report for the smooth handling of operations.

Interacting with the clients on calls or through mail on day - to day basis.

Validating the customers , third party and payment method and payment team.

Refund the customer for wrong Payment, excess payment , duplication payment or credit notes as per client's request.

Handled external errors, weekly and monthly decks, updating daily Metrics.

Interacting with clients to get Feedback.