Pooja N
Chennai
Summary
Dynamic professional with a proven track record , adept in enhancing customer experiences .Leveraged interpersonal communication and sales expertise to significantly improve customer satisfaction and retention. Skilled in team collaboration and problem-solving, consistently achieving goals with integrity and creativity.
Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
Overview
6
6
years of professional experience
Work History
Seller Support Associate
Amazon Development Centre
Chennai
03.2022 - Current
- Analyzed root cause of seller complaints and developed strategies to improve the overall customer experience.
- Resolved seller inquiries promptly and accurately by researching account information and providing solutions.
- Provided information about promotions, products and client programs to help drive high customer retention.
- Achieved and maintained predefined performance metrics goals such as seller satisfaction, quality, productivity, first contact resolution and attendance.
- Maintained up-to-date knowledge of Amazon policies regarding buyer and seller interactions.
- Recognized potential fraud cases involving fraudulent transactions or account activity.
- Provided customer service and technical support to Amazon sellers via phone, email, and chat.
- Collaborated with multiple technology applications and features to resolve seller issues.
- Answered customer inquiries regarding product features, pricing, and availability.
- Monitored seller performance metrics to identify trends in customer service issues.
- Responded quickly to escalated customer issues within established SLA's.
- Initiated follow-up phone calls to sellers regarding resolved issues to improve overall platform experience.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Relationship Manager
Kotak Securities Limited
Chennai
01.2019 - Current
- Coordinated approval or rejection of lines of credit or commercial, real estate or personal loans.
- Provided exceptional customer service by responding promptly to inquiries and resolving issues in a timely manner.
- Generated sales reports, including weekly, monthly, quarterly sales figures.
- Collaborated and supported sales team to build sales pipeline.
- Leveraged expert sales and relationship-building abilities to exceed sales quota.
- Utilized effective sales strategies to meet monthly sales targets.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Strengthened customer retention by offering discount options.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Took special orders in person and over telephone, generating additional revenue every month.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collaborated with other departments to ensure timely resolution of customer requests.
- Provided comprehensive support to customers via phone, email, and live chat, resolving queries efficiently.
- Promoted additional products or services to meet customers' needs.
- Developed strategies to improve customer service experience.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Provided support during peak periods of activity.
- Answered customer inquiries via phone, email, and chat.
- Contacted customers about potential service upgrades, new services and account changes.
- Collaborated with colleagues to resolve complex customer queries.
- Resolved customer issues in a timely manner.
- Resolved customer complaints professionally and efficiently.
Education
Master of Arts - Human Resource Management
PULC -Loyola College
Chennai 05-2019
Bachelor of Science - Food Science And Management
MOP Vaishnav College For Women
Nungambakkam,Chennai 05-2014
High School Diploma -
C S I Bain Matriculation Higher Secondary School
Chennai 05-2011
Skills
- Interpersonal communication
- Problem-solving
- Sales expertise
- Task prioritization
- Teamwork and collaboration
- Organizational skills
- Customer relations management
- Goal driven
- Honest and dependable
- Relationship building
- Building customer loyalty
- Loss prevention strategies
- Excellent communication
- Creative thinking
- Excellent written and verbal communication
- Team supervision
Languages
Hindi
First Language
English
Proficient (C2)
C2
Tamil
Advanced (C1)
C1
Timeline
Seller Support Associate
Amazon Development Centre
03.2022 - Current
Relationship Manager
Kotak Securities Limited
01.2019 - Current
Master of Arts - Human Resource Management
PULC -Loyola College
Bachelor of Science - Food Science And Management
MOP Vaishnav College For Women
High School Diploma -
C S I Bain Matriculation Higher Secondary School
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