Prajakta Sangle
Mumbai
Summary
Customer support executive with expertise in customer support and online reputation management. Proven ability to enhance customer satisfaction and brand reputation through effective communication and problem-solving. Skilled in resolving queries across digital platforms while maintaining a positive brand image.
Overview
3
3
years of professional experience
Work History
Senior Customer Service Associate
PepperFry
Mumbai
09.2024 - 06.2025
- Delivered comprehensive customer support for leading online furniture and home décor brand via chat, voice calls, and ORM platforms.
- Resolved diverse order-related issues, ensuring prompt and satisfactory resolutions for tracking, delays, damages, returns, and cancellations.
- Managed customer escalations and addressed negative feedback on social media to uphold brand reputation.
- Collaborated with logistics, warehouse, and escalation teams to enhance overall customer experience.
- Monitored key performance metrics including First Response Time, Customer Satisfaction Score, and Quality Assurance scores.
Senior Customer Service Associate
Sutherland global services
Mumbai
06.2022 - 08.2023
- New customer account review and identity verification.
- Transfer of money from one country to another.
- Working with partner banks and vendors to ensure a smooth and efficient money transfer process.
- Preventing illicit financial activities.
- Reviewing customer accounts for suspicious transactions.
- Keeping customer information up to date.
- Handled the social media accounts of the company.
Education
PGDM (Marketing) -
Oriental School of Business
Mumbai 03-2020
Bachelor of Commerce -
Mulund College of Commerce
Mumbai03-2018
Skills
- Customer support
- Live chat support
- Email etiquette
- Social media management
Timeline
Senior Customer Service Associate
PepperFry
09.2024 - 06.2025
Senior Customer Service Associate
Sutherland global services
06.2022 - 08.2023
PGDM (Marketing) -
Oriental School of Business
Bachelor of Commerce -
Mulund College of Commerce
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