Shreya Mishra

Domestic Process : FKBPO

• Done Outbound calls with professionalism and warmth.
• Guided customers through returns and refund protocol to streamline processes.
• Effectively managed customer complaints, providing smart solutions or escalating to management.
• Maintained excellent customer satisfaction by assisting and helping them with any questions, stock queries and complaints.
• Provided customers with follow-up emails and other documentation as needed to promote customer support excellence.
• Managing and coordinating the activities of overall operations of the company.
• Understood the business nature & market requirement.
• Handled high escalation via calls, emails & SMS to customer requests for products, services & company information. (Provided exceptionally high levels of customer service)
• Retained extreme irate customer's with interpersonal & communication skills.
• Established standards for best customer support practices.
• Executed reports in Microsoft Excel & analyzing for accuracy.
• Utilized appropriate knowledge resources to drive resolution of applicable questions/issues (e.g. - Websites, CRM tools, knowledge bases)
• Driven resolution of customer's questions/issues on the first call whenever possible.
• Helped an average of 100 customers everyday with a positive attitude and focusing on customer's satisfaction.
• Sometimes assigned for multiple versatile tasks by lead (E.g. working as a dummy Team Leader in the absence of lead and participate in recruiting and training of fresh customer service employees.
• Developed strategies and plans for customer support.
• Participated in implementation or improvement of initiatives associated with customer service.
• Ensured that the company’s customer database is properly entered and kept in a way that whenever any information is needed in the future, it can be easily accessed.
• Ensured customer care service standard of the company is strictly adhered to by every customer service personnel.
• Consistently exceeded productivity targets month-on-month through efficient customer service.
• Kept CRM system up to date, recording customer inquiries, complaints and preferences to provide consistent and always improving customer experience.
• Listened closely to each customers needs and requirements and used detailed product knowledge to make recommendations and improve customer experience.
• Received returns, refunds and exchanges, explaining company policy and processing on tills smoothly to increase customer satisfaction.
• Promoted company loyalty schemes proactively to customers throughout transactions to encourage sign-ups and repeat purchases.

International cold calling, emailing and chat process (All over the globe) :

• Account development, cold calling, assessing client needs, and identifying solutions.
• Managed account relationships, contract negations, sales, pricing, billing, and logistics.
• Collaborate with cross-functional teams to improve customer service experience.
• Lead planning, strategy, proposal process, and bid preparation.
• Performed market research on competitive landscape and industry trends.
• Attended team meetings to communicate regular updates and discuss upcoming events and logistics.
• Added value to marketing material by introducing creative advertising concepts, driving customer interest.
• Maintained up-to-date knowledge of industry, target accounts and competitive landscape.
• Improved customer acquisition rates through targeted discussions on market segmentation and pricing strategies.
• Cold and warm called 50 new and existing accounts per day.
• Planned strategic brand-building events to expand product portfolio.
• Exceeded targeted sales goals by 30% through proactive outreach.
• Developed business growth plans by identifying key clients, critical targets and priority service lines.
• Generated business development awareness by implementing in-depth sales and marketing training programmes.
• Delivered performance updates, quarterly business reviews and planning meetings.
• Created short-term and long-term goals for business team to achieve objectives.
• Researched prospective clients to develop and execute cold call lists.
• Surpassed sales and customer service targets, consistently exceeding established KPIs.
• Managed escalated client enquiries with exceptional professionalism and enthusiasm to maintain trust and reliability.
• Oversaw maintenance of client notes on internal CRM system to facilitate future strategies and key results.
• Closed long-term agreements through skilful negotiation.
• Produced detailed monthly and yearly financial reports for senior management.
• Attended conferences and trade association meetings to represent company, build industry networks and promote new product lines.
• Created effective marketing, sales and promotional initiatives to drive revenue.
• Prepared reports and presentations detailing business development activities and outlining new initiatives.
• Planned and developed winning strategies to increase sales, expand territories and boost market positioning.
• Drafted sales contracts to use during consummated deals.
• Coached and trained staff to comply with company policy and procedures. (Trained and mentored new sales representatives)
• Prepared pricing strategies aligned with budget to meet needs of customers.
• Produced quotes and proposals to provide value and benefits to prospective clients.
• Completed projects in alignment with target deadlines and financial objectives.

International cold calling process (UK) :

• Maintained detailed product knowledge to competently and expertly advise customers.
• Recorded details from customer communications on CRM. (Research, track, maintain and updated leads)
• Helped train and educate new employees about company customer management policies.
• Followed up customer calls with further information or instructions when necessary.
• Made high volume of sales calls per day exceeding company outbound call targets. (Made outgoing calls to develop new business & contacted prospects to qualify leads)
• Dealt with complex customer complaints professionally and politely, resolving issues with favorable solutions. (Conducted customer research )
• Strived to meet and exceed call centre targets while maintaining excellent customer care.
• Support with outbound calls to customers about specific sales and marketing promotional campaigns. (Conducted client or market surveys to obtain information about potential leads)
• Wrote and submitted timely reports on performance, targets and customer queries (Provided accurate and timely information to management)
• Followed customer service script for uniformity in handling customer issues.
• Gone the “extra mile” to meet sales quota and facilitate future sales.
• Demonstrated courtesy, respect and patience in dealing with customers to comply with company policies and procedures.
• Used excellent negotiation and sales techniques to obtain best contract deals and sales prices with customers.
• Conducted client or market surveys to obtain information about potential leads
• Participated in the preparation of proposals and / or sales presentations
• Developed a strong knowledge of the company’s products and services in order to facilitate the sales process