Swarna Adhikary
Kolkata
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
9
9
years of professional experience
3
3
Languages
Work History
Senior Associate Customer Service & CRM
Sabyasachi Calcutta LLP
10.2024 - Current
- Trained and supported new team members, maintaining culture of collaboration.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
- Created training guides and in-person and online training courses to improve customer user experience in the Microsoft Dynamics 365 environment.
- Implemented process improvements that led to significant time savings and increased accuracy in deliverables.
- Increased customer service success rates by quickly resolving issues.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
Team Leader, Customer Education & Engagement
Adventus .io
08.2021 - 10.2024
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Resolved employee relations issues and navigated disciplinary proceedings.
- Led shifts and motivated team to drive sales.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Followed opening, closing and shift changeover procedures for seamless operations.
- Upskilled team members by planning and delivering training workshops.
- Trained staff to resolve complaints appropriately to maintain customer satisfaction.
- Promoted professionalism among staff to develop productive relationships.
- Collaborated with colleagues from different backgrounds to tackle new challenges.
- Delegated tasks to make best use of individuals' skills.
- Coached team members through new or difficult workflows.
- Reported on team performance to higher leadership, proactively offering action for areas of improvement.
- Controlled resources by department or project and tracked use in Asana, Jira, Salesforce & Hubspot.
- Drafted procedural statements and guidelines for company-wide use.
- Led and managed administrative staff to maintain smooth daily operations.
- Designed and implemented training to further develop staff based on business goals.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
Training Officer
Adventus .io
10.2020 - 08.2021
- Coached and mentored colleagues to deliver high quality learning sessions, identifying areas for improvement and providing detailed feedback in 1:1 meetings.
- Signposted additional training and resources to increase learning opportunities.
- Evaluated feedback from trainees to design comprehensive future training and outreach activities.
- Led functional and vocational training courses to upskill participants.
- Tailored training around work-related goals to achieve job progression and satisfaction.
- Identified training needs by evaluating findings from performance appraisals, formal reviews, learning plans and anecdotal feedback.
- Engaged and motivated participants through strong communication and relationship building.
- Improved recruits' cultural awareness for better communications with diverse teams and civilians.
- Assisted with promotion applications, identifying additional experience requirements and arranging practical training.
- Implemented training documentation systems to enable progress monitoring and analysis.
- Increased accessibility to training workshops and materials by catering to specific requests.
- Planned training schedules, prepared materials and booked necessary rooms and facilities.
Client Relationship Officer
Adventus .io
01.2020 - 10.2020
- Utilized Salesforce and other CRM tools for recording and tracking client interactions.
- Generated leads and boosted brand through professional and personal networks.
- Supported account team when qualifying, pursuing and closing opportunities.
- Retained and grew portfolio of relationships by performing proactive, mobile and value-adding partnership role.
- Kept records of all contact with clients using CRM system.
- Maintained detailed knowledge of company offerings to recommend appropriate products to clients.
- Kept track of current and potential clients needs to recommend new applicable products and services.
Customer Relationship Executive
British Council
10.2018 - 01.2020
- Analyzed customer feedback and identified areas for improvement, leading to increased customer retention.
- Developed customer service scorecards to measure customer service performance.
- Generated, compiled and distributed reports of sales leads and up-sell opportunities.
- Created and maintained customer service policies and procedures, contributing to improved customer retention.
Customer Support Executive
British Council
06.2017 - 10.2018
- Conducting English Language tests for clients
- Provided customers with updates and periodic statements on service developments and changes in trends.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Listened to customers' questions and concerns to provide answers or responses.
Marketing Officer
The New Indian Express
10.2016 - 12.2016
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
- Defined and tracked campaign effectiveness and adjusted strategies accordingly.
- Coordinated with internal business divisions, agency partners and local vendors to guarantee on time, cost-effective delivery of all marketing communications materials.
Reporter
The New Indian Express
09.2016 - 10.2016
- Wrote and submitted accurate, engaging, and fact-checked stories.
- Investigated important community issues and put together well-received reports.
Associate
Wipro BPO
05.2016 - 08.2016
- Customer support for technical issues
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Worked varied hours to meet seasonal and business needs.
- Identified customer needs and wants to enhance customer experiences and boost sales.
- Managed customer relations through communication and helpful interactions.
Education
Graduate - 60 % - Journalism
University of Calcutta St. Xavier's College
IndiaISC - 85% - Humanities
La Martiniere for Girls
IndiaICSE - 78 % - Arts
La Martiniere for Girls
IndiaSkills
Complaint resolution
Training and mentoring
Project management
Team leadership
Customer service
New hire training
Vendor management
Team supervision
Knowledgeable in Microsoft Office
Staff education and training
Client Service
Teamwork and Collaboration
Provided leadership and direction for employees, supervising activities to drive productivity and efficiency
People-orientated Team Leader successful in delivering revenue and strategic initiatives Aligns workplace culture with organisation mission and values Looking for new role where hard work and dedication will be highly valued
Personal Information
Education
Mass Communication
Timeline
Senior Associate Customer Service & CRM
Sabyasachi Calcutta LLP
10.2024 - Current
Team Leader, Customer Education & Engagement
Adventus .io
08.2021 - 10.2024
Training Officer
Adventus .io
10.2020 - 08.2021
Client Relationship Officer
Adventus .io
01.2020 - 10.2020
Customer Relationship Executive
British Council
10.2018 - 01.2020
Customer Support Executive
British Council
06.2017 - 10.2018
Marketing Officer
The New Indian Express
10.2016 - 12.2016
Reporter
The New Indian Express
09.2016 - 10.2016
Associate
Wipro BPO
05.2016 - 08.2016
ISC - 85% - Humanities
La Martiniere for Girls
ICSE - 78 % - Arts
La Martiniere for Girls
Graduate - 60 % - Journalism
University of Calcutta St. Xavier's College