Summary
Work History
Education
Skills
Languages
Personal Information
IT Skills
Awards
Disclaimer
Timeline
Generic
SHIKHA TOMAR

SHIKHA TOMAR

Ghaziabad

Summary

A dedicated and result-oriented Customer Relationship Management professional with a proven track record of driving customer satisfaction and loyalty. Skilled in building strong relationships, resolving complex issues, and optimizing customer experiences. Proven expertise in leveraging CRM platforms and analytics to enhance operational efficiency and achieve business objectives. Dedicated to delivering exceptional service and exceeding customer expectations.

Work History

Executive- Customer Relationship Management

Cosmo First Limited (Zigly)
07.2022 - Current
  • Elevated customer satisfaction by implementing effective strategies to address inquiries, resolve complaints, and exceed expectations.
  • Optimized team performance through rigorous monitoring of key metrics and coaching for continuous improvement.
  • Ensured operational excellence by maintaining strict adherence to processes, SLAs, and CRM best practices.
    Proficient in CRM platforms such as Kapture, Shopify, Freshdesk, Magento, Exotel, and Flexidial.
  • Built strong client relationships through effective communication, personalized service, and proactive outreach.

Sr. Customer Delight Officer

Heads Up for Tails
11.2018 - 06.2022
  • Successfully managed customer escalations on the GRC portal, ensuring timely resolution and customer satisfaction.
  • Provided exceptional support in priority cases, resulting in over 100 appreciation notes from satisfied customers.
  • Developed and implemented improvement plans aligned with business goals to enhance customer experience.
  • Contributed to customer loyalty, retention, and revenue growth through effective upselling and cross-selling initiatives.

Customer Service Associate

Hero Fincorp Limited
06.2015 - 10.2018
  • Provided efficient client support by promptly resolving queries and maintaining accurate records.
  • Demonstrated proficiency in Excel for data analysis, reporting, and project management.
  • Contributed to successful project implementation by providing technical support and completing tasks within deadlines.

Executive-Customer Relations

Computer Age Management Services Private Limited
01.2013 - 01.2015
  • Provided daily portfolio valuations to clients of DSP Blackrock Mutual Fund.
  • Effectively resolved client complaints related to KYC issues and distributor concerns.
  • Supported NFO launches through active engagement with clients and distributors.
  • Mentored new joiners to ensure successful onboarding and knowledge transfer.

Education

NISM Certificate 2B (RTA) -

National Institute of Security Market

High School Diploma -

ISKV
Delhi

Post Graduate Diploma in Management (Operations) -

IMT Ghaziabad
01.2018

BBA - undefined

Maharshi Dayanand University (Haryana)
01.2013

Skills

  • Customer Relationship Management
  • CRM Software Proficiency (Kapture, Shopify, Freshdesk, Magento, Exotel, Flexidial)
  • Problem-Solving and Troubleshooting
  • Team Leadership and Management
  • Data Analysis and Reporting
  • Excellent Communication and Interpersonal Skills

Languages

English
Hindi

Personal Information

  • Hobbies: Dancing, Listening to music, Surfing the internet
  • Husband's Name: Mr. Vishal Sharma
  • Date of Birth: 09/18/91

IT Skills

Proficient in MS Word, Excel, PowerPoint, Google Suite, Internet with good typing speed.

Awards

  • Team Championship Award 2017 for resolving technical bounces.
  • RNR Appreciation from CAMS.
  • Miss Impulse 2011 in college.
  • Second prize in group dance in college.
  • Certification in Two-Wheeler Industry Overview.
  • Certification in Step up training by HeroFincorp Limited.
  • Certification in Rising Stars Training by Fin Academy.

Disclaimer

I hereby declare that the above-given particulars are true to the best of my knowledge and belief.

Timeline

Executive- Customer Relationship Management

Cosmo First Limited (Zigly)
07.2022 - Current

Sr. Customer Delight Officer

Heads Up for Tails
11.2018 - 06.2022

Customer Service Associate

Hero Fincorp Limited
06.2015 - 10.2018

Executive-Customer Relations

Computer Age Management Services Private Limited
01.2013 - 01.2015

NISM Certificate 2B (RTA) -

National Institute of Security Market

High School Diploma -

ISKV

Post Graduate Diploma in Management (Operations) -

IMT Ghaziabad

BBA - undefined

Maharshi Dayanand University (Haryana)

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SHIKHA TOMAR