Sonal Rastogi
Customer Focus|| B2B CRM|| Operation Support
Noida,UP
Summary
Results-driven field service operations professional with a proven track record in complaint resolution, vendor performance management, and cost optimization. Adept at driving customer satisfaction through timely service delivery, first-time fix improvements, and spare part availability management. Experienced in leading cross-functional collaboration with zonal teams, vendors, and R&D to address systemic issues and enhance service quality. Skilled in data-driven analysis, recurring issue elimination, and ensuring accurate, timely billing processes. Demonstrates strong leadership in process improvement, partner training, and strategic vendor onboarding to sustain high service standards.
Overview
22
22
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Lead Customer Care Professional
Exicom
06.2019 - 10.2025
- LSSBB||Customer focus|| B2B CRM|| Operation Support Retail customer support Lead handling complaint management,vendor management & customer engagement
Customer Relationship Manager
North West Carrying Co.
02.2015 - 06.2019
- Supply chain,customer service,SLA management,telecom,fmcg,Key account manager,escalation handling
Assistant Manager customer service
Horizon broadcast electronics
02.2012 - 02.2015
- Service, after sales service, service operations and Business development, SLA monitoring, warranty support
Asst Manager Customer Service and PM
Three D Integrated Solutions Ltd
04.2007 - 02.2012
- Manage Customer relationship management,Resource control and management,create ,analyze and present data with intelligent reports & trends to Senior Management
Customer Relation Executive
Horizon Broadcast Electronics
04.2006 - 04.2007
- 1.Modified customer relationship management software, debugged existing modules and added 2 new module according the need of system 2.Presenting CRM package as a sales tool in front of clients and visitors. 3.Designing Power Point presentations and present them in front of client. 4.Logging customer's complaints and depute engineer on that call 5.Follow up engineer and client on regular basis. 6.Designing and generating intelligent reports on basis of engineers input. 7.Coordinate with O&M(operation and maintenance ) team. 8.Authorizing spares requisition, issue and receipts. 9. Coordinate with logistic for essential inputs for CRM package 10. on complain check out status of equipment (warranty/chargeable) generation of quotes and follow up clients of work order.
Software Trainee
Cybertech Technologies
01.2004 - 12.2004
- Involved in Analysis, design & development
- Involved in the integration of the modules of the application
- Created User interface screens using Visual Basic 6.0.
Education
PG Diploma -
DOEACC
01-2005
B.Com - undefined
Kanpur University
01-1999
Skills
CRM
Adaptability and flexibility
Operations
Key Account Management
SLA Management
Problem-solving skills
Ev Charger
Escalation Management
Chargers
Customer relationship management
Certification
A Level
Interests
Running, reading , writing
Timeline
Lead Customer Care Professional
Exicom
06.2019 - 10.2025
Customer Relationship Manager
North West Carrying Co.
02.2015 - 06.2019
Assistant Manager customer service
Horizon broadcast electronics
02.2012 - 02.2015
Asst Manager Customer Service and PM
Three D Integrated Solutions Ltd
04.2007 - 02.2012
Customer Relation Executive
Horizon Broadcast Electronics
04.2006 - 04.2007
Software Trainee
Cybertech Technologies
01.2004 - 12.2004
B.Com - undefined
Kanpur University
PG Diploma -
DOEACC