Suman Chunari
Kolkata
Summary
Dynamic Executive Customer Representative at Teleperformance with a proven track record in conflict resolution and customer relationship management. Expert in analyzing feedback to enhance service quality, leading to improved customer satisfaction. Adept at mentoring teams and driving performance metrics, fostering a culture of excellence and accountability.
Overview
3
3
years of professional experience
Work History
Executive Customer Representative
Teleperformance
06.2023 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted customers with account management and service-related issues daily.
- Utilized CRM systems to document interactions and track customer feedback accurately.
- Collaborated with team members to improve service processes and enhance customer experience.
- Provided training and support to new staff on customer service protocols and tools.
- Handled escalated issues by employing conflict resolution strategies effectively.
- Engaged customers through various channels, ensuring timely responses and satisfaction.
- Analyzed customer feedback data to identify areas of improvement in the customer experience.
- Monitored service metrics to identify areas for improvement within the team operations.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Monitored trends in industry-specific metrics related to quality assurance standards.
- Developed strategies for problem resolution and customer retention.
- Collaborated with other departments to develop innovative solutions to improve customer service processes.
- Participated in cross-functional meetings aimed at improving the overall level of service provided by the company.
- Generated weekly activity reports highlighting key performance indicators.
- Drafted comprehensive reports on customer interactions and feedback.
- Assisted customers with product selection and pricing inquiries.
- Developed customized training programs for new hires in the customer service department.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Coached, developed and motivated team to achieve revenue goals.
- Developed and significantly grew assigned territory using strong engagement and marketing skills.
- Coordinated Daily Field Reports (DFRs) and distributed to clients.
- Used change methodologies to increase sales and led projects for increased productivity.
- Gained market share in new sales performance through aggressive team training.
- Established ambitious goals for employees to promote achievement and surpass business targets.
- Built sales forecasts and schedules to reflect desired productivity targets.
- Directed and coordinated products, services and sales activities.
- Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
Education
Shyambazar A.v School
kolkata Skills
- Customer relationship management
- Conflict resolution
- Data analysis
- Mentor
- Acting SME
- Performance metrics monitoring
- Team collaboration
- Problem solving
- Effective communication
- Exceptional communication
- Relationship building
- Quality control
- Decision-making
- Service standard compliance
- Complaint handling
- Document control
- De-escalation techniques
- Refunds processing
- Retail sales customer service
- Payment processing
- Customer education
- Customer satisfaction measurement
- Training development aptitude
- Support case resolution
- Call management
Languages
Bengali
First Language
English
Advanced (C1)
C1
Accomplishments
- Teleperformance star Award
- Received 6 time RNR
- 4 year stage maintance
Affiliations
- play car-am
- play game earn reward
Timeline
Executive Customer Representative
Teleperformance
06.2023 - Current
Shyambazar A.v School