Supriya Mahapatra

• Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
• Mentored junior associates, fostering a collaborative team environment focused on achieving exceptional product quality.
• Played a critical role in preparing company-wide annual reviews focusing on quality improvement, resulting in successful regulatory audits.
• Established strong rapport with regulatory bodies through effective communication during audits.
• Facilitated ongoing training programs for staff members, upholding best practices in quality assurance methodologies across the organization.
• Analyzed quality and performance data to support operational decision-making.
• Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
• Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
• Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Trained new associates in company policies and procedures, fostering a supportive work environment.
• Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
• Streamlined customer service processes to reduce wait times and improve service quality.
• Organized customer appreciation events, strengthening customer relations and loyalty.
• Implemented new CRM system to better track customer interactions and outcomes.
• Conducted customer feedback surveys to gather insights and identify areas for improvement.
• Reporting customer issues: Providing feedback to the management team regarding recurring issues, customer concerns, or areas for service improvement.
• Maintaining logs: Keeping records of customer interactions and transactions, both for compliance and performance tracking purposes.
• Coordinating with other departments: Working closely with sales, marketing, technical support, and other departments to provide a seamless customer experience.
• Escalating issues: When necessary, escalating complex issues to senior customer service representatives or other relevant departments.

1. Customer Interaction:

• Responding to inquiries: Answering customer questions, providing information, and addressing concerns via various communication channels (phone, email, chat, social media).
• Providing product or service details: Explaining the features, benefits, pricing, and availability of products or services to customers.
• Answered customer telephone calls promptly to avoid on-hold wait times.

2. Issue Resolution:

• Handling complaints: Addressing and resolving customer complaints and issues in a timely and professional manner.
• Problem-solving: Troubleshooting and offering solutions to customer problems, whether related to products, services, billing, or technical issues.

3. Order Management:

• Processing orders: Assisting customers in placing, tracking, and managing orders, including cancellations, returns, and exchanges.
• Updating records: Ensuring that customer orders and issues are documented correctly in the system.

4. Customer Retention and Satisfaction:

• Ensuring satisfaction: Ensuring that customers are satisfied with the product/service, encouraging repeat business and customer loyalty.
• Follow-up calls/emails: Following up with customers to ensure their issues were resolved and to gather feedback on their experience.

5. Cross-Selling and Up-Selling:

• Promoting additional products or services: Recommending related or upgraded products to customers based on their needs or preferences.
• Meeting sales targets: Aiming to achieve individual or team sales targets through cross-selling or upselling.

6. Maintaining Customer Records:

• Data entry and updates: Keeping accurate customer records in the system, including contact information, transaction history, and service notes.
• Tracking customer feedback: Recording feedback to help improve services and products.

7. Product/Service Knowledge:

• Staying updated: Continuously learning about the company's products or services, as well as any changes, promotions, or updates to ensure accurate information is provided to customers.
• Training: Participating in training sessions to enhance knowledge and customer handling skills.

8. Working in a Team:

• Team collaboration: Working effectively within a team environment to meet performance goals and deliver high-quality service.
• Handling peak times: Managing high volumes of customer inquiries, especially during busy periods or promotions.

1. Customer Interaction:

• Responding to inquiries: Answering customer questions, providing information, and addressing concerns via various communication channels (phone, email, chat, social media).
• Providing product or service details: Explaining the features, benefits, pricing, and availability of products or services to customers.
• Answered customer telephone calls promptly to avoid on-hold wait times.

2. Issue Resolution:

• Handling complaints: Addressing and resolving customer complaints and issues in a timely and professional manner.

3. Order Management:

• Processing orders: Assisting customers in placing, tracking, and managing orders, including cancellations, returns, and exchanges.
• Updating records: Ensuring that customer orders and issues are documented correctly in the system.

4. Customer Retention and Satisfaction:

• Ensuring satisfaction: Ensuring that customers are satisfied with the product/service, encouraging repeat business and customer loyalty.
• Follow-up calls/emails: Following up with customers to ensure their issues were resolved and to gather feedback on their experience.

6. Product/Service Knowledge:

• Staying updated: Continuously learning about the company's products or services, as well as any changes, promotions, or updates to ensure accurate information is provided to customers.
• Training: Participating in training sessions to enhance knowledge and customer handling skills.

7. Working in a Team:

• Team collaboration: Working effectively within a team environment to meet performance goals and deliver high-quality service.
• Handling peak times: Managing high volumes of customer inquiries, especially during busy periods or promotions.