Sonali Singh
Kolkata
Summary
Results-driven Client Relationship Manager known for productivity and efficiency in task completion. Specialize in strategic planning, customer satisfaction enhancement, and relationship building. Excel in communication, problem-solving, and adaptability, ensuring seamless client interactions and long-term loyalty.
Overview
9
9
years of professional experience
Work History
Client Relationship Manager
GST DOST
Kolkata
02.2021 - Current
- Collected and analyzed client feedback to improve service quality and client satisfaction.
- Resolved client concerns promptly, ensuring smooth service delivery and minimizing issues.
- Conducted regular client meetings, phone calls, and provided ongoing support to maintain strong relationships.
- Monitored and ensured timely resolution of all pending client tasks by coordinating with relevant teams.
- Generated new business opportunities by securing client referrals, upselling, and cross-selling services.
- Managed and converted new leads into business opportunities while maintaining a comprehensive lead record.
- Represented the company at business exhibitions to enhance brand visibility and attract potential clients.
- Regularly represented the company at business exhibitions, showcasing services and generating leads.
- Handled new client onboarding and ensured seamless conversion to business accounts.
- Led and supervised the calling team to ensure effective communication and follow-ups.
- Coordinated with the operations team to ensure client tasks were completed on time, and to satisfaction.
- Maintained records of client issues, new business, and lead status for tracking and reporting.
- Scheduled meetings, consultancy sessions, and managed reminders, and follow-ups.
- Managed employee concerns by providing guidance and resolving workplace issues effectively.
- Facilitated face-to-face client interactions to finalize deals and strengthen business relationships.
Public Relations Manager
Sirena
Kolkata
03.2020 - 01.2021
- Managed customer interactions by providing detailed product information and addressing inquiries to drive sales.
- Handled product sales for both new and existing clients, including cross-selling opportunities.
- Proactively contacted potential clients through calls to generate leads and convert them into sales.
- Maintained comprehensive records of sales, client interactions, and product performance for tracking and analysis.
- Scheduled and conducted client meetings to build strong relationships and ensure satisfaction.
- Guided and mentored junior team members to improve their sales and customer handling skills.
- Ensured accurate tracking and management of payment records to maintain financial accountability.
Front Office Executive
Franklin Institute
New Delhi
04.2017 - 09.2017
- Interacted with new clients to establish relationships and understand their requirements.
- Performed accurate data entry and maintained comprehensive records of all clients.
- Managed client communication through phone calls, addressing inquiries and resolving issues promptly.
- Scheduled and organized client meetings to ensure effective communication and service delivery.
- Monitored and managed payment records to ensure timely and accurate financial tracking.
- delivered exceptional customer service to enhance client satisfaction and retention.
- Proactively identified and resolved client concerns to maintain a positive service experience.
- Ensured efficient documentation and reporting for client interactions and feedback.
Customer Care Representative
IKF Technology
Kolkata
04.2016 - 11.2016
- Conducted outbound calls to engage with customers, providing information about Dish TV services and promotions.
- Delivered excellent customer service by addressing inquiries and enhancing the overall customer experience.
- Reminded customers about recharge deadlines and assisted with timely payments to ensure uninterrupted service.
- Maintained strong coordination with team members to achieve targets and ensure smooth workflow.
- Focused on productive and meaningful interactions to maximize customer retention and satisfaction.
- Documented customer interactions and feedback for process improvement and service enhancements.
Customer Care Executive
SDM
Kolkata
07.2015 - 12.2015
- Responded to customer inquiries via calls and emails, providing prompt and accurate solutions.
- Resolved customer complaints efficiently to ensure satisfaction and maintain loyalty.
- Conducted outbound calls to provide product/service information and address customer needs proactively.
- Assisted customers with account updates, payment processes, and service-related issues.
- Maintained detailed records of customer interactions, feedback, and resolutions for reporting purposes.
- Collaborated with internal teams to escalate and resolve complex customer concerns.
- Reminded customers about renewals, recharges, and service updates to ensure uninterrupted service.
- Delivered exceptional customer service by building rapport and maintaining a professional approach.
- Identified opportunities to upsell and cross-sell products and services to existing customers.
- Monitored and analyzed customer feedback to suggest improvements in service processes.
Education
Bachelor of Arts - English hons.
Calcutta University
Kolkata03-2015
Skills
- Relationship building and management
- Schedule management
- Customer engagement
- Problem-solving aptitude
- Client service-driven
- Interpersonal and client communications
- Up-selling and cross-selling techniques
- Customer support
- Complaint handling
- Customer response
- Excellent problem-solving skills
- Call center operations
- Complaint resolution
- Schedule coordination
- Coordinating service initiatives
- Problem-solving
- Relationship building
- Customer retention
- Feedback collection
- Quality assurance
- Decision-making
- Customer relationship management software (CRM)
- Handling escalations
- Call monitoring
Affiliations
- Dancing
- Travelling
- Spend time with children and Pets.
- Interior Designing
Languages
Hindi
First Language
English
Intermediate (B1)
B1
Bengali
Advanced (C1)
C1
Punjabi
Intermediate (B1)
B1
Timeline
Client Relationship Manager
GST DOST
02.2021 - Current
Public Relations Manager
Sirena
03.2020 - 01.2021
Front Office Executive
Franklin Institute
04.2017 - 09.2017
Customer Care Representative
IKF Technology
04.2016 - 11.2016
Customer Care Executive
SDM
07.2015 - 12.2015
Bachelor of Arts - English hons.
Calcutta University
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