Priya Balayan

Customer Service Manager (E-commerce Support)

RIOT Enterprise

06.2019 - 11.2023

Resolved customer complaints, escalations proactively addressing issues to implement effective solutions while prioritizing customer satisfaction and loyalty.
Took ownership of customer issues and followed problems through to resolution.
Managed a team of 10 customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Followed through with client requests to resolve problems.
Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
Oversaw creation of knowledge base and Standard Operating Procedures document to assist customers with self-service options.
Complete knowledge of handling e-commerce business processes for international brands including client management.
Handled social media engagement of international businesses like Nordicpeace.com, Sensibo.com, Shelfies.com, Innstarofficial.com, etc