Sangita Guha
Summary
Devoted Customer Service Manager with more than 2 years of experience in telecommunications Lead customer service representative polished in balancing customer needs and company demands committing to building loyalty and long-term relationship with customer and achieving individual goals
Quality assurance specialist with keen eye for detail, ensuring compliance with standards and regulations. Adept at identifying areas for improvement and implementing effective solutions. Strong focus on team collaboration and achieving results, with flexible approach to changing needs. Proven skills in data analysis, process optimization, and report generation. Reliable and adaptable, consistently driving quality and efficiency in every project.
Overview
9
9
years of professional experience
Work History
Quality Auditor
Tech Mahindra
07.2024 - Current
- Enhanced product quality by conducting thorough audits and identifying areas for improvement.
- Audited activities of workers on production lines and shipping and receiving.
- Compared quantity, quality and labeling of customer orders to check accuracy and completeness.
- Maintained a strong understanding of industry regulations and ensured company compliance through regular audits.
- Ensured timely completion of all assigned audits while maintaining a high level of detail and accuracy.
- Reviewed work instructions and production strategies to verify compliance with established standards.
- Identified issues of non-compliance and elevated reports to senior personnel.
- Improved overall customer satisfaction by ensuring that all products met established quality standards.
Customer Care Associate
TECH MAHINDRA Noida
07.2022 - 07.2024
- Resolving queries and issues related products and services through calls.
- Suggesting Solution based on customer’s needs and requirements.
- Doing troubleshoot for defective product and maintaining positive customer relationship with an organization.
- Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer’s understanding of information and answer.
- Providing outstanding service to new and long-standing customers by attending closely to concern and developing solutions.
- Addressing inquiries, resolve customer issue and managed customer relations.
- Basic computer knowledge along with experience of using MS Office, Emails and Internet
- Contributed to continuous improvement team-wide by collecting data on calls and giving managers knowledgeable feedback.
- Resolved service failures, coordinated return appointments and executed referrals to specialists.
Senior travel customer care executive
MEITICKET WORLD Mumbai
09.2018 - 11.2019
- Experiencing and planning and coordinating domestic packages and international package’s
- Suggesting unique itineraries different places around world to the customers.
- Selling packages for Domestic & International destination.
- Package Filing with customers and to follow up with the customers till the confirmation of package
- Preparing customized itineraries to suit the clients' preferences and budget.
- Basic computer knowledge along with experience of using MS Office, Emails and Internet
- Maintaining client sheets on Excel.
Senior Customer Service Executive .at Bharat
COX AND KING Mumbai
05.2018 - 09.2018
- Experiencing and planning and coordinating domestic packages.
- Creating a database of unique itinerary according to different destinations and informing customer on local customs and regulations.
- Suggesting unique itineraries to the customers.
- Handling customers who are making packages on our website
- Making bookings and reservation of hotels, flights, and other related activities.
- Suggesting travel destinations and famous spots.
- Maintaining the client sheets.
Customer care Executive and Itinerary planner
Nomads holidays pvt ltd Nagpur
12.2016 - 12.2017
- Experiencing and planning and coordinating domestic packages.
- Creating a database of unique itinerary according to different destinations and informing customer on local customs and regulations.
- Suggesting unique itineraries to customers.
- Package filling of customer’s and to follow with the customer till the confirmation of package.
- Handling agents who are making package’s on company’s website.
Trained Customer service Executive
Reliance Communication
03.2016 - 11.2016
- Adhering to customer complaint and providing effective solution
- Handling and managing new connection request of Sim cards.
- Solving queries of customer regarding product.
Education
Bachelors - Computer Application
Sardar Patel Mahavidyalaya Chandrapur
Chandrapur05-2014
Higher secondary schooling - undefined
Dinanath Junior College Nagpur
01.2011
Secondary School certification Exam - undefined
Mount Carmel convent High school Chandrapur
01.2009
Skills
- Inbound outbound calling
- Verbal and written communication
- Order and refund processing
- Certified in C language and C in 2012
- Quality control processes
- Customer focus
- Internal auditing
- Report preparation
- SOP writing
- Corrective action planning
- Root-cause analysis
- Product quality requirements
Hobbies and Interests
I love playing song in my past time, Love to cook different food, Reading books.
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Advanced (C1)
Bengali
Advanced (C1)
Timeline
Quality Auditor
Tech Mahindra
07.2024 - Current
Customer Care Associate
TECH MAHINDRA Noida
07.2022 - 07.2024
Senior travel customer care executive
MEITICKET WORLD Mumbai
09.2018 - 11.2019
Senior Customer Service Executive .at Bharat
COX AND KING Mumbai
05.2018 - 09.2018
Customer care Executive and Itinerary planner
Nomads holidays pvt ltd Nagpur
12.2016 - 12.2017
Trained Customer service Executive
Reliance Communication
03.2016 - 11.2016
Higher secondary schooling - undefined
Dinanath Junior College Nagpur
Secondary School certification Exam - undefined
Mount Carmel convent High school Chandrapur
Bachelors - Computer Application
Sardar Patel Mahavidyalaya Chandrapur