Sapna
Zerakpur
Summary
Proven expertise in customer relationship management and problem resolution, honed at Gati Express & Supply Chain Pvt Ltd. Excelled in driving customer satisfaction and retention, enhancing operational efficiency, and fostering teamwork. Achieved significant improvements in business development through strategic negotiation and collaboration.
Overview
6
6
years of professional experience
Work History
Customer Relationship Manager
V Xpress (A Division of V Trans (I) Ltd.,)
02.2024 - Current
- Managed customer relations on ongoing basis to maximize customer retention.
- Analyzed customer feedback to improve products and services, resulting in increased overall satisfaction levels.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
- Collaborated with marketing teams to create targeted campaigns aimed at increasing brand awareness among existing customers.
- Conducted regular meetings with sales teams to discuss insights on customer behavior trends, contributing to increased sales figures.
Operations Coordinator
Gati Express & Supply Chain Pvt Ltd
08.2020 - 02.2024
- Collaborated with area managers to evaluate needs and optimize operational plans.
- Led successful projects from conception to completion, achieving objectives on time and within budget constraints.
- Developed strong relationships with clients, maintaining open lines of communication to promote loyalty and retention.
- Boosted productivity by establishing effective communication channels between departments.
- Streamlined operations by implementing efficient processes and procedures.
- Implemented troubleshooting, root cause analysis and issue resolution.
- Enhanced customer satisfaction by resolving issues in a timely manner and providing exceptional support.
- Oversaw day-to-day operations of large teams across several sites.
- Coordinated logistics activities including transportation arrangements, warehousing solutions, customs clearance documentation.
Customer Service Executive
Gati Express & Supply Chain Pvt Ltd
07.2018 - 08.2020
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
Education
Bachelor of Arts -
Maharashtra University
05-2009
Skills
- Customer relationship management
- Customer service
- Problem resolution
- Work Planning and Prioritization
- Teamwork and collaboration
- Business development
- Customer relations
- Negotiation and conflict resolution
Languages
Hindi
Bilingual or Proficient (C2)
Punjabi
Bilingual or Proficient (C2)
English
Intermediate (B1)
Timeline
Customer Relationship Manager
V Xpress (A Division of V Trans (I) Ltd.,)
02.2024 - Current
Operations Coordinator
Gati Express & Supply Chain Pvt Ltd
08.2020 - 02.2024
Customer Service Executive
Gati Express & Supply Chain Pvt Ltd
07.2018 - 08.2020
Bachelor of Arts -
Maharashtra University
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