Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

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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Sapna