Sophia Hrangkhawl
Bengaluru
Summary
Bringing three years of extensive experience in customer-facing roles, I am dedicated to providing exceptional service and fostering positive client relationships. With strong interpersonal skills and a proven ability to address and resolve customer concerns, I am committed to enhancing customer satisfaction and contributing to successful outcomes.
Overview
4
4
years of professional experience
Work History
Senior Sales Operation
upGrad Education Private limited
Bengaluru
01.2022 - Current
- Generated INR 2.5Cr as an individual contributor.
Managed a total of 900+ learner accounts with an efficiency of 90%. Collaborated with team members to ensure efficient post-purchase support. - Work towards meeting performance metrics and KPIs by analyzing data and trends.
Inter-department collaborations for a seamless customer experience and involvement in efforts to implement industry best practices for improvement.
Manage and resolve customer issues under supervision.
Taking up ownership of new initiatives and setting up workflow.
Customer Service Representative
Tech Mahindra
Bengaluru
01.2021 - 01.2022
- Assisted customers with product-related questions, feedback, and complaints.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Developed strong relationships with customers by providing personalized assistance and support.
Education
Master of Arts - English Literature
Tripura University
Agartala, TR01.2019
Bachelor of Arts - English Literature
Khumwlwng college
Agartala, TR01.2016
Skills
Optimization, Team Building, Negotiation, RCA, Product Knowledge, Operations, Training, Retention, People Skills, Jira, Excel, Google Sheets,
Hobbies and Interests
- Hiking and Nature Exploration
- Cultural Cuisine Cooking
- Gardening
Languages
- English, C2
- Hindi, C1
Accomplishmentsandawards
- Customer Service Excellence Award, 01/2022
- Employee of the Month, 10/2021
Timeline
Senior Sales Operation
upGrad Education Private limited
01.2022 - Current
Customer Service Representative
Tech Mahindra
01.2021 - 01.2022
Master of Arts - English Literature
Tripura University
Bachelor of Arts - English Literature
Khumwlwng college
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