Poonam Gupta
New Delhi
Summary
Results-driven Customer Service Leader with eight years of experience in customer relationship management and service quality enhancement. Expertise in optimizing processes and improving customer satisfaction through effective communication and collaboration. Skilled in resolving complex issues and streamlining operations to boost project efficiency.
Overview
8
8
years of professional experience
Work History
Senior executive-Service
Omega Seiki Private Limited
Delhi
07.2024 - Current
- Resolved customer complaints to improve customer satisfaction and loyalty.
- Collaborated with team members to implement best practices, resulting in higher service quality.
- Coordinated with departments to resolve complex customer issues, ensuring timely and effective solutions.
- Facilitated training for new staff on customer service protocols, ensuring consistency.
- Tracked interactions and support requests using CRM software for effective management.
- Upheld knowledge of company policies and procedures to provide accurate guidance.
- Managed project timelines and resources to optimize workflow efficiency.
- Developed reports analyzing market trends and competitive positioning.
Service Coordinator
ULTRAVIOLETTE AUTOMOTIVE PRIVATE LIMITED
Bangalore
12.2023 - 06.2024
- Coordinated service schedules for technicians and clients to optimize response times and improve service delivery.
- Organized service schedules and appointments to enhance operational efficiency.
- Facilitated effective communication between customers and technical staff to resolve issues.
- Managed customer inquiries via phone and email, delivering timely assistance to improve overall customer satisfaction.
- Scheduled follow-up appointments to maintain high levels of customer satisfaction.
- Handled incoming customer calls regarding service offerings, ensuring clear communication and effective resolution of inquiries to support customer needs.
- Assisted in creating training materials for onboarding new service team members.
- Supported inventory management by tracking spare parts and ordering necessary supplies.
Senior Executive Service
Udaan Electric(Energy Electric Vehicles)
Delhi
02.2022 - 12.2022
- Formulated strategic initiatives that increased electric vehicle market share and visibility.
- Analyzed industry trends to guide and align business strategies with market demands.
- Collaborated with cross-functional teams to refine product offerings based on actionable market feedback.
After Sales Executive
OKAYA EV PRIVATE LIMITED
Delhi
10.2018 - 02.2022
- Cultivated strong relationships with key clients in electric vehicle sector, resulting in increased customer retention.
- Developed and maintained partnerships within electric vehicle sector, contributing to measurable sales growth.
- Conducted market research to identify emerging trends and new sales opportunities.
- Showcased product features through engaging demonstrations, effectively highlighting value to potential customers.
- Presented comprehensive product demonstrations to emphasize features and benefits.
- Collaborated with marketing to create promotional materials that effectively supported product awareness and engagement.
Education
Master of Arts - English
Atma Ram Sanatan Dharma College
Delhi01-2023
Bachelor of Arts - Programme
Shyama Prasad Mukherji College For Women (SPMC)
Delhi08-2018
High School Diploma -
Govt. Sarvodaya Kanya Vidyalaya
Nithari Delhi04-2015
Skills
- Customer relationship management
- Customer service leadership
- Service quality improvement
- Strategic planning
- Process optimization
- Project management
- Data analysis
- Workflow planning
- Staff training
- Team collaboration
- Leadership and communication skills
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Bhojpuri
Native
Native
Timeline
Senior executive-Service
Omega Seiki Private Limited
07.2024 - Current
Service Coordinator
ULTRAVIOLETTE AUTOMOTIVE PRIVATE LIMITED
12.2023 - 06.2024
Senior Executive Service
Udaan Electric(Energy Electric Vehicles)
02.2022 - 12.2022
After Sales Executive
OKAYA EV PRIVATE LIMITED
10.2018 - 02.2022
Master of Arts - English
Atma Ram Sanatan Dharma College
Bachelor of Arts - Programme
Shyama Prasad Mukherji College For Women (SPMC)
High School Diploma -
Govt. Sarvodaya Kanya Vidyalaya