Sasmita Sahoo
kolkata
Summary
Results-driven Senior Customer Care Associate with expertise in CRM management and call center monitoring. Committed to delivering exceptional customer satisfaction through effective problem-solving and communication skills. Detail-oriented Customer Sales and Service Expert skilled in call center monitoring and staff training. Proven track record of enhancing operational efficiency and fostering team performance through effective communication and problem-solving strategies.
Overview
5
5
years of professional experience
Work History
Senior Customer Care Associate
workcell solutions private limited
Kolkata
02.2024 - Current
- Assisted customers with inquiries and resolved issues effectively.
- Conducted product training sessions for new staff and customers.
- Addressed customer feedback to improve service quality and satisfaction.
- Utilized CRM tools to track customer interactions and manage support tickets.
- Facilitated communication between departments to resolve complex customer issues.
- Answered incoming calls in a timely manner and provided accurate information on products and services.
- Monitored call center performance metrics such as average wait time, first call resolution rate.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Sales and Service Expert
inyt technologies Pvt.Ltd
Kolkata
05.2021 - 01.2024
- Handling customer queries and providing resolutions through call, chat, and email support.
Monitoring real-time customer service operations to ensure a smooth workflow and adherence to SLAs.
Conducting periodic call quality audits, and providing constructive feedback for improvement.
Managing and resolving customer tickets efficiently within a defined turnaround time.
Identifying repeated customer issues, and collaborating with the internal team for permanent solutions.
Preparing daily and weekly reports for real-time monitoring, quality checks, and ticket resolution status.
Maintaining excellent customer satisfaction by ensuring first-call resolution and personalized support.
Education
Bachelor of Science - Zoology
Regional (Degree)college ,Rambag
Jajpur ,Odisha04-2021
Skills
- CRM management
- Call center monitoring
- Customer handling
- Real-time monitoring
- Call Quality Audit
- Ticket management (CRM tools)
- Reporting and analysis
- Problem solving
- Communication skills
- Team collaboration
- Staff education and training
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Bengali
Proficient (C2)
C2
odia
Proficient (C2)
C2
Timeline
Senior Customer Care Associate
workcell solutions private limited
02.2024 - Current
Customer Sales and Service Expert
inyt technologies Pvt.Ltd
05.2021 - 01.2024
Bachelor of Science - Zoology
Regional (Degree)college ,Rambag