Sarmistha Chakrabarty
Pune
Summary
Dedicated and result oriented customer Success Representative with 8 years of experience in providing exceptional customer experience and managing key accounts. Skilled in onboarding, account management and resolving issues in a timely manner. Seeking a challenging role where I can leverage my expertise in customer support to drive customer satisfaction and contribute to business growth.
Overview
11
11
years of professional experience
Work History
Senior Associate
Sakon
Pune
01.2019 - 12.2021
- To act as the primary point of contact for all customer-facing functions, ensuring a world-class customer experience from onboarding through retention
- To Manage key accounts, including revenue forecasting, strategic communications, and proactive account management to drive customer success
- To Manage and resolve customer issues and complaints in a timely manner, utilizing feedback loops to continually improve the customer experience
- To collaborate with colleagues and cross-functional teams to address customer issues and improve overall service quality
- To always maintain good relations with clients and look for ways to improve the existing process to improve overall customer experience and achieve cross functional goals
- To use critical thinking and problem-solving skills to solve complex customer issues and provide appropriate solutions
- To analyze matrix to better understand user requirements
- To maintain detailed and accurate information on websites for customers to access them so that they can see answers to common questions.
Senior Associate
Vodafone Shared Services India
Pune
11.2016 - 11.2017
- To engage with customers, address their concerns, and ensure high satisfaction
- To build quality, trusting relationships with customers to facilitate sales opportunities and grow profitability
- To help organizations create roadmap of their business based on customer feedback
- To create articles and videos to help customers clearly understand the product
- To clearly communicate with customers/ colleagues using chat, email etc.
Technical Support Analyst
Tom Tom India
Pune
02.2014 - 02.2016
- To identify hardware and software issues of the device
- To install software and configure the hardware of the device
- To speak to customers to quickly get to the root cause of the problem
- To provide timely and accurate customer feedback to the management team
- To support the roll-out of new applications of the device
- Timely follow-up with clients to ensure the issue is resolved.
Process Associate
Gallagher Offshore Pvt. Ltd
Pune
05.2011 - 05.2013
- To negotiate new deals and offers, aiming at customer acquisition and retention
- To provide the necessary support in scenarios where customer support is paramount, ensuring they receive timely and adequate help
- To engage with customers, address their inquiries ensure high satisfaction of clients
- To handle incoming calls, and emails of customers and resolve their issues in a timely manner
- To address and resolve any issues or complaints promptly and professionally.
Education
MSc Electronics -
Fergusson College
Skills
- Excellent communication skills
- Well organized
- Calm and composed in stressful situations
- Able to apply critical thinking skills to resolve difficult issues
- Emotional Intelligence
- Enjoy helping others and talking to people
- Very organized and thorough
- Self-Motivated and ability to work in a Team
- Love to try new things at workplace
- Self-Managed Need little help from Colleagues to deliver my job
- Knowledge of CRM
- Knowledge of Zendesk, JIRA etc
- Knowledge of Microsoft Office
- Market Research
- Knowledge of Zoom, Slack
- Knowledge of Chrome Extensions
- Remote Work Experience
Accomplishments
- Maintained a 95 % customer satisfaction rate.
- Achieved 20% increase with better client management.
- Reduced customer escalation by 40% by resolving customer issues.
- Reduced customer wait time by 50% through implementation of efficient queuing system.
- Collaborated with product development team to address common product issues resulting in a 25% decrease in customer complaints.
- Redesigned customer service ticketing systems resulting in a 20% increase in issue resolution efficiency.
- Successfully implemented customer loyalty program resulting in a 10% increase in issue resolution efficiency.
- Developed customer service performance matrix and reports, providing valuable insights for process improvement.
- Assisted in the development of customer service scripts, improving consistency and accuracy in customer interactions while replying to tickets.
Timeline
Senior Associate
Sakon
01.2019 - 12.2021
Senior Associate
Vodafone Shared Services India
11.2016 - 11.2017
Technical Support Analyst
Tom Tom India
02.2014 - 02.2016
Process Associate
Gallagher Offshore Pvt. Ltd
05.2011 - 05.2013
MSc Electronics -
Fergusson College
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