Sowmya C
Chennai
Summary
Dynamic Merchant Support Executive with a proven track record at Groupon, excelling in merchant relationship management and conflict resolution. Adept at utilizing CRM tools to enhance customer satisfaction and streamline processes. Recognized for training junior staff and driving improvements that significantly boosted retention and operational efficiency.
Overview
12
12
years of professional experience
Work History
Merchant Support Executive
Groupon
Chennai
11.2017 - 04.2023
- Acted as the primary point of contact for merchants, ensuring prompt and effective resolution of issues related to deal setup, payment, redemption, and customer feedback.
- Managed onboarding processes for new merchants, including data verification, deal setup, and product training.
- Collaborated with sales, finance, and technical teams to troubleshoot complex merchant concerns and ensure seamless operations.
- Consistently met KPIs for resolution time, customer satisfaction, and ticket closure.
- Developed and maintained long-term relationships with merchants, contributing to retention and business growth.
- Identified recurring issues and suggested process improvements to reduce merchant pain points and improve workflow efficiency.
- Trained and mentored junior support staff, contributing to team knowledge sharing and performance.
Mahindra Holidays and Resorts India Ltd.
01.2011 - 01.2013
Education
B.A - Tourism and Travel Management
Anna Adarsh college for Women
01.2010
Skills
- Merchant Relationship Management
- Customer Support & Escalation Handling
- CRM tools (eg, Salesforce, Zendesk)
- Data Entry & Deal Configuration
- Conflict Resolution & Communication
- Cross-functional Collaboration
- Training & Knowledge Sharing
- Process Improvement
Availability
Immediately
Timeline
Merchant Support Executive
Groupon
11.2017 - 04.2023
Mahindra Holidays and Resorts India Ltd.
01.2011 - 01.2013
B.A - Tourism and Travel Management
Anna Adarsh college for Women
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