Sneha Mazumdar
Jamshedpur
Summary
Dedicated customer service professional with proven success in streamlining operations and resolving complaints. Skilled in data interpretation and process improvement, striving to enhance service quality and operational efficiency.
Overview
8
8
years of professional experience
Work History
Shift Lead
RSR Christian Inc
Toronto
11.2023 - 01.2025
- Streamlined restaurant opening and closing procedures, achieving a 20% reduction in transition times by implementing standardised checklists that improved operational efficiency for each shift change.
- Implemented budget management processes by developing a detailed tracking system for labour and food costs, maintaining expense levels within 5% of the monthly forecasted budget over consecutive months.
- Resolved customer complaints promptly, reducing response time from 48 hours to less than 24 hours; gathered insights that identified the primary sources of guest dissatisfaction, and drove enhancements to service protocols.
Customer Service Associate- Claims
Admiral Group
Delhi
09.2018 - 12.2022
- Identified insurance coverage limitations with thorough examinations of claims documentation.
- Delivered exceptional customer service to policyholders via calls, email, and chats, communicating important information and patiently listening to issues.
- Analysed information gathered by the investigation, and reported findings and recommendations.
- Examined claims forms and other records to determine insurance coverage.
- Processed between 60 and 70 insurance policies daily, ensuring thorough evaluations of claims while meeting rigorous compliance standards.
- Conducted day-to-day administrative tasks to maintain information files, and process paperwork.
Customer Service Specialist- Table Booking
Zomato Media Private
Gurgaon
12.2017 - 07.2018
- Manage high-volume inbound calls, emails, and online requests to book, modify, or cancel table reservations.
- Handle customer complaints professionally, escalating issues when needed, and ensuring guest satisfaction.
- Resolve booking conflicts, last-minute changes, and special accommodation requests with calm, solutions-focused communication.
Customer Administrative Associate
Silverskills Pvt Ltd
Gurgaon
08.2016 - 11.2017
- Implemented first-line IT support for customers via calls and chats, and internal staff by troubleshooting hardware, software, and network issues.
- Managed support tickets via helpdesk tools (e.g., Jira, Zendesk, Freshdesk, ServiceNow), ensuring timely updates and resolution.
- Collected user feedback on IT services, and worked to improve customer satisfaction.
Education
Graduate Certificate - Supply Chain Management - Global
Conestoga College Institute of Technology And Adv
Kitchener, ON08-2023
PGDM - Business Management
XIMJ
Jabalpur03-2016
BBA - Marketing
XITE
Jamshedpur04-2014
Skills
- Data interpretation and quality analysis
- Customer escalation management
- Process improvement and gap identification
- Customer service
- Team collaboration
- Proactive and self-starter mindset
- Time management and prioritisation
- Excellent verbal and written communication
- Advanced MS Office (Excel, PowerPoint)
- SLA and TAT adherence
Timeline
Shift Lead
RSR Christian Inc
11.2023 - 01.2025
Customer Service Associate- Claims
Admiral Group
09.2018 - 12.2022
Customer Service Specialist- Table Booking
Zomato Media Private
12.2017 - 07.2018
Customer Administrative Associate
Silverskills Pvt Ltd
08.2016 - 11.2017
Graduate Certificate - Supply Chain Management - Global
Conestoga College Institute of Technology And Adv
PGDM - Business Management
XIMJ
BBA - Marketing
XITE