Shreema Chakraverty
Client Relationship Management, Business Development, Customer Support
Kolkata
Summary
Customer Service, CRM, Product Promotion, Handling RMS, Compiling MIS Reports for the sectors viz. Hospitality, Telecom, Real Estate, Education& BPO.
Career Snapshot
Competent and detail-oriented Corporate professional with over 10 years of experience with some of the leading organizations both at India and abroad viz. HHI, Tata Tele Services, Frankfinn Institute of Air Hostess Training & American Express in India and La Villa Hospitality in Doha, Qatar and now with a BPO sector.
Overview
14
14
years of professional experience
7
7
years of post-secondary education
5
5
Languages
Work History
Team Lead- Sales & Customer Support
AVSCOMM Solutions Pvt. Ltd- UK Process
Kolkata
05.2021 - Current
- Team Management
- Shrinkage Control
- Employee Retention
- Client Management
- Taking around 25 Sup calls every day
- Escalation Management – Providing solution to issues which couldn't be resolved by team.
- Conducting Training for new members & time to time for team members.
- Floor support
- Improve under performers
- Quality control (QC)
- Process Improvement
Counselor & Soft Skills Trainer- Freelance
Mockin
Bhubaneswar
07.2020 - 09.2020
- Generated data/leads
- Counseled students & guided them on choosing their career.
- Gave presentations in Webinar with different educational institutes and colleges.
- Trained soft skills, personality development, grooming to 2-3 batches with 8-10 students per batch.
- Prepared students for Interview ready.
- Made PowerPoint presentations.
Senior Dispute Analyst
American Express
Gurgaon
05.2015 - 08.2016
- Process compliance & product promoting
- Researched credit card disputes and built dispute cases to recover funds for merchants using proprietary software.
- Validated appropriate data from internal and third party systems & ensured appropriate course of action is being pursued.
- Ensured accurate and appropriate responses to disputes.
- Researched credit card disputes and built dispute cases to recover funds for merchants using proprietary software.
- Monitored disputed transactions for possible fraudulent activity.
- Served around 100+ customers per day by resolving product and service problems.
Product Promoter
La Vill Real Estate-La Villa Hospitality
Doha
08.2013 - 10.2014
- Product Promotion
- Giving assistance to Sales
- Marketing of Company products to clients/companies
- Contract Preparation for around 5 properties(buildings/villas)
- Handling day-to-day guests complaints & queries
- Customer Service (Real Estate)
- Scheduled appointments with potential customers for prompting company's products.
- Developed robust accounting process.
- Engaging in frequent & consistent collection efforts.
- Negotiating payment plans with customers that align to corporate collection policies.
- Ensuring discounts offered by company & monitor whether have been implanted accurately or not.
- Strengthening process to permit accurate reporting.
- Automating processes to avoid manual entry errors
Corporate Executive
La Villa Hospitality
Doha
10.2012 - 07.2013
- Managed day-to-day operation at General Manager's office.
- Taking around 15-20 client calls for GM.
- Organized, Monitored meetings & conferences for GM.
- Prepared MIS, daily, weekly reports & presentations.
- Managed day-to-day operations at office
- Coordinated and kept all departments updated.
Counselor
Frankfinn Institute Of Air Hostess Training
Bhubaneswar
02.2012 - 09.2012
- Counseled students
- Managed Inquiries & walk-ins
- Led seminars in different cities & interviewed around 50-80 students per seminar.
- Giving presentations
- Admissions batch formation
- Visiting different educational institutes
- Data management
- Business Development
- Executing marketing activities
- Generating data/leads
- Participated in promotional activities
- MIS Reports
Customer Relationship Associate
Tata Tele Services –Tata Docomo
Bhubaneswar
11.2009 - 02.2012
- Handled queries & complaints of customers.
- Generated prepaid & postpaid sales leads.
- Collaborated with different companies for bulk postpaid connections.
- Handled MIS Reports, Retail Management System and Stock.
- Team Handling
- Led & managed team of 12 CRE.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Assisted call-in customers with questions and orders.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Educated customers on promotions to enhance sales.
- Facilitated communications through management of inbound and outbound customer calls.
Customer Service Agent
Radius Hospitality Concepts- HHI
Bhubaneswar
04.2009 - 11.2009
- Assisted call-in customers with questions and orders.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Recommended products to around 50 customers every day and suggested other options if preferred product was unavailable.
- Educated customers on promotions to enhance sales.
- Responded proactively and positively to rapid change.
- Tele-calling customer and explaining them benefits, assimilation, maintenance & updating data.
Education
MBA - Marketing/HR
North Orissa University
Keonjhar, Odisha 03.2013 - 08.2015
BBA - Business Management
North Orissa University
Keonjhar, Odisha 03.2009 - 08.2012
BTEC HNC in Aviation, Hospitality & Travel -
Frankfinn Institute Of Air Hostess Training
Bhubaneswar 08.2009 - 08.2010
Skills
Training
MISPresentationsSeminarsInterpersonal Skills
Customer Service
Digital Marketing
Business Development
Team management
Counseling
Microsoft Powerpoint
Client Management
Training & Quality
Business Development
Additional Information
Date Of Birth- 23.01.1988
Accomplishments
- Completed French-A1 Level Training Course from Henry Harvin Education
- Received the Star of the Month Award- Ace of Disputes in American Express
- Employee of the month award in La Villa Hospitality, Doha Qatar
- Spotlight Award with a token of Appreciation in Tata Tele Services for significant contribution to the organization.
- Spotlight Award with a token of appreciation in Tata Tele Services for Outstanding performance in Sales.
Timeline
Team Lead- Sales & Customer Support
AVSCOMM Solutions Pvt. Ltd- UK Process
05.2021 - Current
Counselor & Soft Skills Trainer- Freelance
Mockin
07.2020 - 09.2020
Senior Dispute Analyst
American Express
05.2015 - 08.2016
Product Promoter
La Vill Real Estate-La Villa Hospitality
08.2013 - 10.2014
MBA - Marketing/HR
North Orissa University
03.2013 - 08.2015
Corporate Executive
La Villa Hospitality
10.2012 - 07.2013
Counselor
Frankfinn Institute Of Air Hostess Training
02.2012 - 09.2012
Customer Relationship Associate
Tata Tele Services –Tata Docomo
11.2009 - 02.2012
BTEC HNC in Aviation, Hospitality & Travel -
Frankfinn Institute Of Air Hostess Training
08.2009 - 08.2010
Customer Service Agent
Radius Hospitality Concepts- HHI
04.2009 - 11.2009
BBA - Business Management
North Orissa University
03.2009 - 08.2012