Shakti Nayak
Bhubaneswar
Summary
Savvy Sales Chat Associate with strong background in customer service and sales. Possess in-depth knowledge of online chat platforms, effective communication techniques, and convincing sales strategies. Demonstrated ability to enhance customer experience while boosting sales performance. Skilled at building relationships, multitasking, problem-solving and adaptability to different situations.
Overview
4
4
years of professional experience
Work History
Quality Control Interim
Ttec
Ahmedabad
12.2024 - Current
- Reviewed sales and service chats to ensure accuracy and compliance with applicable laws and regulations.
- Presented audit results to management teams and client, delivering information in non-technical terms for easy understanding.
- Analyzed data from chat samples to identify potential opportunity or areas for improvement.
- Performed audits of sales and service chats using established criteria and protocols.
- Maintained accurate records of meeting notes and outcomes in client calibration.
- Reviewed and analysed pivot reports to identify customer and agent behaviour trend.
Sales Chat Associate
Ttec
Ahmedabad
09.2023 - 09.2024
- Resolved customer complaints in a professional manner.
- Enhanced sales volume through skilled support to both new and inactive customers.
- Analyzed customer feedback surveys to understand customer needs better and drive sales strategies accordingly.
- Resolved customer complaints regarding sales and service.
- Developed and implemented sales performance metrics to monitor progress against goals.
Relationship Manager
Icici Bank
Koraput
03.2021 - 10.2022
- Collaborated with team members to meet branch targets.
- Met with customers to analyze financial needs and maximize sales opportunities.
- Conducted account openings and closings for existing customer.
- Cross-sold banking products such as credit cards, loans and investments.
- Assisted customers with deposits, withdrawals, transfers, loan payments and other banking transactions.
Education
MBA - Rural Management
Kiit University
Bhubaneswar06-2021
Skills
- Client relations
- Regulatory compliance
- Audit performance
- Data analysis
- Customer service
- Effective communication
- Problem solving
- Presentation skills
- Quality assurance principles
- Customer relationship management
- Cross-selling techniques
- Upselling strategies
- CRM proficiency
- Analytical skills
- Sales techniques
- Product knowledge
- Typing speed
- Sales support
- Chat auditing
Languages
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Quality Control Interim
Ttec
12.2024 - Current
Sales Chat Associate
Ttec
09.2023 - 09.2024
Relationship Manager
Icici Bank
03.2021 - 10.2022
MBA - Rural Management
Kiit University