Samrat Saha
Senior Associate
Kolkata
Summary
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Customer Relationship Manager
Godrej Properties Ltd.
Delhi
06.2022 - 01.2023
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created customer support strategies to increase customer retention.
- Developed summaries to assess each client's participation level and determine targets for follow-up plans.
- Created activities and engagements to enhance customer experience, knowledge and patronage.
- Managed customer relations on ongoing basis to maximize customer retention.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
Senior Customer Service Associate
Wipro Ltd.
kolkata
07.2020 - 06.2022
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Utilized active listening skills to understand customer needs and provide solutions.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Escalated issues to proper supervisors when standard processes were not effective.
- Assisted customers with product selection, troubleshooting and problem resolution.
Customer Service Associate
SPICEJET LIMITED CO.
kolkata
08.2017 - 12.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Responded to customer calls and emails to answer questions about products and services.
- Developed and actualized customer service initiatives to decrease wait times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided training and support to new associates to help provide high-quality customer service.
Education
B. Com - Accounting And Finance
University of Calcutta
Kolkata 06.2015 - 03.2020
High School Diploma -
Mitra Institution (Main)
Kolkata 05.2013 - 05.2015
Skills
Schedule Management
Timeline
Customer Relationship Manager
Godrej Properties Ltd.
06.2022 - 01.2023
Senior Customer Service Associate
Wipro Ltd.
07.2020 - 06.2022
Customer Service Associate
SPICEJET LIMITED CO.
08.2017 - 12.2019
B. Com - Accounting And Finance
University of Calcutta
06.2015 - 03.2020
High School Diploma -
Mitra Institution (Main)
05.2013 - 05.2015