Swaty Gautam

• Documented sales, customer interactions and concerns and generated update reports .

• Planning complete holiday trip of customer and ensure there hassel free traveling.
• Providing after sales customer service to cutomer while on Trip and making soft call to customer for improving customer retention ratio.

• Assessed and targeted customer needs to forge and cultivate productive relationships and maintain top satisfaction levels
• Oversaw team by reviewing performance to promote timely and efficient deliveries and operations.
• Developed SLA's for providers, meeting defined requirements through daily management and process improvements.
• Trained and guided team members to maintain high productivity and performance metrics.
• Managing the team of 60+ employees, and worked on their performance matrix. ⦁ Performed quarterly review and yearly appraisal for transport department.

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Focused on customer retention and resolution of all customer complaints within SLA
• Collaborated with marketing department to launch and manage promotional activities and campaigns.
• Planned and implemented centralized call centre for all regions.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Kept accurate records to document customer service actions and discussions.

• Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
• Worked on customer retention programme and retained 92% of customer with issues.
• Taken care of lost and found department.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

⦁ Worked with Magicbricks.com
⦁ upselling membership to existing customers.
⦁ Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat

• Described product and service details to customers to provide information on benefits and advantages.

Selling mobile connection to Australian and UK customers