ROSHANI KUMARI
New Delhi
Summary
Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Relationship Manager
Pest Control Incorporated
03.2023 - 08.2023
- Customer escalation with utmost accuracy and delivery best service within timeline
- Generate new business enquiries through existing clients/database and personal sources
- Root Cause analysis, ensure process TAT are met
- Prepare and submit business proposals and follow up accordingly
- Working proactively on probable escalation as per the define process
- Working closely with operation and training team identify and initiate changes improvement in process
- Ensure timely payment collection for all sales transactions
- Manage invoicing and support documentation submission
- Provide 100% assistance to clients from the initial inquiry to project closure
- Participate in various events and technical sessions to expand the client base
- Utilize WhatsApp business promotion, and social media updates for marketing
- Deliver daily and monthly sales and collection reports.
Supply Executive
Spinny (Value drive technology Pvt. Ltd.
03.2021 - 03.2023
- Oversaw team performance and provided daily monitoring and support
- Responsible of all escalation handling and identify the root causes and reduce the escalation to improve customer experience
- Resolving customer escalation through different channel as per define company SOP
- Ensured a seamless customer/Vendor experience within define timeline
- Utilized Ameyo and CRM to connect with customers
- Zero avoidable on customer on customer escalations
- Coordinated car inspections and updated vehicle details on the Portal
- Presented price ranges and negotiated with customers
- Conducted monthly call audits, leading to recognition and appreciation
- Undertake special project given by the reporting manager from time to time.
Senior Associate
Cars24 Service Private Limited
05.2020 - 03.2021
- Contacted and emailed prospective buyers, introducing them to the car purchasing process
- Understood buyers' requirements and provided personalized assistance
- Conducted car showings, test drives, and cross-selling of related products
- Successfully negotiated and closed deals
- Managed documentation processes for RC transfer and consumer finance
- Addressed buyer concerns and maintained high-quality customer service
- Ensured adherence to timelines and managed inventory effectively
- Coordinated with the logistics team to facilitate timely vehicle movement.
Immigration Consultant
Taj Abroad Consultancy
10.2019 - 02.2020
- Made sales calls on leads provided by the company
- Met with prospects interested in PR visas for various countries
- Scheduled meetings with prospects and facilitated conversions to clients
- Regularly followed up with prospects, guiding them through decision-making
- Maintained and updated the client database, providing timely progress updates
- Provided exceptional service to ensure customer satisfaction.
Education
Master of Science (M.SC) -
IGNOU
Bachelor of Science (B.SC) - undefined
IGNOU
Higher Secondary Certificate - undefined
Secondary School Certificate - undefined
Skills
LeadershipActive ListeningCustomer ServiceConflict ResolutionBusiness DevelopmentInterpersonal CommunicationAdvanced knowledge of MS Excel, Word, and PowerPointCompleted Basic Computer Course
Professional Attributes
- Demonstrates a high standard of professionalism in all aspects of work.
- Remains calm and objective in challenging situations.
- Rapidly identifies and resolves issues and problems.
- Exhibits strong decision-making skills.
- Works effectively both independently and as part of a team.
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Timeline
Relationship Manager
Pest Control Incorporated
03.2023 - 08.2023
Supply Executive
Spinny (Value drive technology Pvt. Ltd.
03.2021 - 03.2023
Senior Associate
Cars24 Service Private Limited
05.2020 - 03.2021
Immigration Consultant
Taj Abroad Consultancy
10.2019 - 02.2020
Master of Science (M.SC) -
IGNOU
Bachelor of Science (B.SC) - undefined
IGNOU