Summary
Overview
Work History
Education
Skills
Teaching
Timeline
Generic

Swapnesha Saharoy

Client Lead
Ghaziabad

Summary

Personable and proactive, with natural talent for fostering client relationships and delivering exceptional service. Possesses fundamental knowledge of client management and communication, along with proficiency in handling inquiries and resolving issues promptly. Drives positive client experiences and ensures satisfaction through effective problem-solving and attention to detail.

Overview

11
11
years of professional experience

Work History

Client Service Lead

Cryoviva Biotech Pvt Ltd
07.2024 - 02.2025
  • In this health care industry, I engaged with expectant parents to inform and educate them about the Stem cells Banking and Umbilical Cord blood Banking.
  • Collaborated with leading Maternity Hospitals and Gynecologists across India.
  • Provided expert guidance on product offerings tailored to individual client requirements, positioning the company as a trusted advisor rather than just a vendor partner.
  • Enhanced client satisfaction by promptly addressing concerns and providing customized solutions.
  • Provided On job trainings to the team members to ensure smooth integration into the process.
  • Developed comprehensive account plans to outline service delivery strategies, performance metrics, and areas for potential expansion or upselling opportunities.
  • Preparing weekly and monthly performance reports for the team, aligning with target driven goals.
  • Mentored junior team members, fostering a culture of continuous learning and professional growth within the department.

Customer Experience Manager

Zauba Technologies Pvt Ltd
02.2023 - 05.2024
  • Oversaw the entire customer support process including managing emails, resolving disputes, handling subscription activities-Activation,maintenance and cancellation.
  • Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
  • Proactively contacted global business to share valuable trade data aimed at fostering business growth.
  • Reduced response time to customer inquiries by optimizing support channels.
  • Collaborated with marketing teams to align messaging and promotions with customer needs and expectations.
  • Dispatched email with exporters and importers data Including HSN codes for a range of products.
  • Created and implemented Standard Operating Procedures(SOPs) to streamline the entire subscription process.

Customer Experience Manager

Gourmet Garden
03.2022 - 12.2022

Customer Support Executive

Cordlife Sciences
01.2017 - 12.2018
  • Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
  • Lead generation, Nurturing from database of expecting parents.
  • Collaborated with various Maternity Hospitals and Gynecologists from all over India.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Creating and executing SOPs, on job training to team members.
  • Generating and creating weekly and monthly report to achieve the target efficiently.
  • Streamlined support processes for faster resolution times and increased customer loyalty.
  • Mentored junior team members to enhance their skills and improve overall team performance.
  • Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
  • Streamlined communication between departments, improving response times to customer inquiries.

Customer Relations Manager

Wipro
01.2016 - 11.2016
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Escalation management, handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Critical thinking and resolving disputes after analysis of customer exceptional demands and then to take a decision.
  • Dealing with client revenue in order to retain customers.
  • Engaging with stakeholders to facilitate customer support.
  • Implemented effective communication strategies for better understanding of customer needs and expectations.
  • Managed customer relations on ongoing basis to maximize customer retention.

Technical Support Engineer

Wipro
05.2014 - 12.2015
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Plenty of experience working in groups has increased the capability of team work.
  • Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
  • Explained technical information in clear terms to promote better understanding for non-technical users.

Education

B.com(Bachelors of Commerce- Accountancy) - Financial Services, Accountancy, Business Studies

K K Das College
Kolkata, India
04.2001 -

Higher Secondary - Commerce

Jermels Academy
Siliguri, India
04.2001 -

Secondary School - CBSE

Ramakrishna Mission School
Along, India
04.2001 -

Skills

Effective problem solving

Teaching

I am a deeply passionate about teaching and inspiring young minds. With hands-on experience as home tutor for students from class 2 to class 6, I have successfully delivered instruction across all subjects, fostering a supportive and engaging learning environment.

Timeline

Client Service Lead

Cryoviva Biotech Pvt Ltd
07.2024 - 02.2025

Customer Experience Manager

Zauba Technologies Pvt Ltd
02.2023 - 05.2024

Customer Experience Manager

Gourmet Garden
03.2022 - 12.2022

Customer Support Executive

Cordlife Sciences
01.2017 - 12.2018

Customer Relations Manager

Wipro
01.2016 - 11.2016

Technical Support Engineer

Wipro
05.2014 - 12.2015

B.com(Bachelors of Commerce- Accountancy) - Financial Services, Accountancy, Business Studies

K K Das College
04.2001 -

Higher Secondary - Commerce

Jermels Academy
04.2001 -

Secondary School - CBSE

Ramakrishna Mission School
04.2001 -

Similar Profiles

CREATE PROFILE
Swapnesha SaharoyClient Lead