Hi, I’m
Sapna Arokianadan
Client Management
Thane,Maharashtra
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure Client Management position. Ready to help team achieve company goals.
Overview
16
years of professional experience
3
years of post-secondary education
Work History
Cogencis Information Services LtdMumbai, India
MANAGER - Account Management [Helpdesk]
07.2007 - 11.2020
Job overview
- Research documents and escalated cases to higher levels using available resources
- Provide solutions to operations issues for users of Workstation users and Web users, working closely via phone, email, live chat and live remote access with end users
- Work with software development team on reported errors and bugs on newly released software and assist in deployment of release fixes
- Support new software installations by performing, ensuring high-level technical functionality
- Monitor multiple databases to keep track of all clients login
- Handle client invoices accurately and efficiently for prompt payment processing
- Resolve client issues targeted at resolving difficult customer issues
- Collect, monitor and evaluated customer requirements to achieve desired delivery time and order fill rates
- Routine prepared and evaluated MIS reports to identify problems and areas for improvement
- Enhance customer satisfaction ratings by resolving issues efficiently
- Supervise, Coach, and Mentor member of my team
- Manage day-to-day operations, including supervision and assisting team
- Resolve customer questions, issues and complaints
- Answer customer requests with friendly, knowledgeable service and support
- Provide training to multiple customers on product front
- Provide high level of product and leadership support to in-house representatives and clients
- Provide detailed monthly departmental reports and updates to senior management
- Fill out documentation and logs each day and created weekly reports detailing activities
- Interview, hire and train new quality customer service representatives for my department
- Oversee training of new team members and mentor each to promote productivity, accuracy and friendly service
- Supervise and trained customer service team members to provide exceptional service in all available Products
- Complete special projects through effective emergency resolution
- Monitor daily activities of Team HelpDesk
- Mentor junior team members and managed employee relationships
- Effectively communicated daily with team members to maintain clearly defined expectations
- Trained staff on operating procedures and company services
- Develop rapport with customer by handling difficult issues with professionalism
- Create daily, weekly & monthly MIS for large client accounts
Kuoni India Pvt LtdMumbai
CUSTOMER SERVICE ASSISTANT
03.2005 - 06.2007
Job overview
- Promptly responded to customer query, providing information and materials as requested, increasing client satisfaction
- Generate flight tickets as per the target & manager expectation
- Identify new leads through system, following up on opportunities which increased customers by numbers
- Work closely with suppliers to source new, in-demand reads for a popular, ever-growing library catalogue
- Adeptly handled all inbound calls on daily basis, generate monthly activity report
- Ask open-ended questions to best understand client needs and determine the best travel offerings
- Research and created memorable and exquisite travel itineraries for all type of clients
- Handle the travel arrangements for groups, couples, executives and clients with special needs
- Respond immediately to clients' questions, issues and complaints, and found effective solutions when required
- Assist walk-in clients with their requirement.
Education
Mountain Institute of Management And TechnologyNew Delhi
BBA from Business Administration And Management
07.2004 - 06.2007
Great LakesGurgaon, Delhi (Online)
Post Graduate Program (PGP) from Cloud Computing (PGP-CC)
04.2023 - Current
Skills
MIS, Records/Data Management
undefinedTimeline
Great Lakes
Post Graduate Program (PGP) from Cloud Computing (PGP-CC)
04.2023 - Current
MANAGER - Account Management [Helpdesk]
Cogencis Information Services Ltd
07.2007 - 11.2020
CUSTOMER SERVICE ASSISTANT
Kuoni India Pvt Ltd
03.2005 - 06.2007
Mountain Institute of Management And Technology
BBA from Business Administration And Management
07.2004 - 06.2007
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