Sweety Jeetbahadur Maurya
Mumbai
Summary
- Dedicated Small Business Relationship Manager with experience of muiti-faceted sales, marketing and data collection environments including telephone, F2F, over the counter, D2D and B2B and Internet proposals of bothtangible and intangible products, Excel in customer relations, personal trust, and customer service. Effectivoy manage sales
- Multiple products, according to the needs of the client and take pride in providing exemplary customer service.
Overview
16
16
years of professional experience
Work History
Customer Service Manager, Sales and Upgrade
A&H capital
03.2023 - Current
- Handling team of 5 executive - Tales sales
- Calling to B2B calling for business loan, working capital etc
- Coordinate with Operation Team for file execute
- Solve banker issue if have any query regarding document
Manager - Marketing Acquisition
Club Mahindra - Mahindra group
09.2022 - 02.2023
- Conducted training and mentored team members accuracy, and commitment to friendly service.
- Mentored and guided employees to foster proper duties.
- Built strong relationships with customers through attentive response.
- Monitored team performance and provided consti productivity and maintain quality standards.
- Worked with team to identify areas of improvement based on findings.
- Supervised team members to confirm compliance quality requirements.
- Optimized customer experience by delivering sup effectively troubleshooting issues.
Sr Customer Service Manager
Native Milk
10.2021 - 09.2022
- 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.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Generated customer satisfaction surveys to analyze results into action plans.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Handling a team of 9 agent.
- Taking care Social Media platform any comment from the customer How to achieve upgrade target.
- Monthly as well as weekly report sharing to Management.
Team Leader - Customer Service
HobSpace - Kids activity
04.2020 - 09.2021
- Communicate effectively with team members, ensuring the delivery of business information.
- Take responsibility for the development of all team members, ensuring that their skills and knowledge are kept up-to-date and relevant.
- Ensure that all team members comply with shift allocations and scheduled activities, enabling the achievement of contact center targets.
- Conduct monthly 1-2-1 meetings with all team members, ensuring that constructive feedback is delivered on current performance levels.
- Monitor customer contact, ensuring that team members receive feedback and areas for improvement are highlighted.
- Motivate team members to achieve targets, contributing to organizational incentive and motivational activities.
- Support team members in the improvement of their skills and abilities.
- Conduct regular team briefing sessions within agreed timescales, ensuring that all relevant information is cascaded to team members.
- Conduct side-by-side coaching in order to ensure that key business targets are being achieved by all team members.
- Develop and execute plan to ensure continuity of customer service process delivery in the event of unplanned absence of team members (including self).
- Handling UK, Singapore, UAE, India Team of 30 agent.
- Handling 2nd call of Escalation if Team needed Monthly and Weekly report sharing to Management NPS Score on monthly basis.
Ground Handling Staff
Inchape Shipping Service
08.2018 - 03.2019
- Ground handling staff.
- Escalation handling if customer have issue.
- Web checking process.
- Information flow for Jalesh cruise.
- Guiding passenger about travelling, 's leading tours and travel company All VIP customer service taking care.
- Daily Basis customer data sharing and counting detail to Management Check in process taking care by Team.
Traveler Manager
Tcube Holidays
02.2016 - 03.2018
- Visa process for each country Hotel reservations.
- Land packages deal.
- Solve customer query Maintain excel sheet.
- Search and explore place for client, Pt Ltd -India's leading directional media company.
- Making Domestic as well as International.
- Itinerary Handling Team of 5 agent.
- Ticket booking of domestic as well as international.
Sr Customer Relationship Manager
Getit Infoservice Pvt Ltd
03.2011 - 04.2013
- To coordinate with central CRM and regional team for activities related to sales forms.
- Handling a team of 22 tele calling executives.
- To respond inbound email / telephonic sales inquiries.
- Leads generation through references from existing customers.
- Generate appointments for Relationship Managers.
- To send proposals based on inquiry details and closing the deals.
- To resolve customer query / issues and escalate to respective department.
- Manage ERP and EDMD entries Handling Customer Queries.
- To prepare timely MIS reports submitting daily, monthly report for higher management.
- Responsible for solving client queries.
- Giving Training to team regarding the product.
Customer service
Bharatmatrimony.com
01.2009 - 03.2011
- Calling & closing up privileged & Elite packages.
- Managing walk-in & inbound calls from opening to closing level.
- Upgrading existing basic package client to privileged & Elite packages.
- Generating leads form other matrimonial source Eg: News Paper.
- Keeping proper follow up of call back & appointments allocated to Relationship managers.
- Uploading, Documentation and verification of profiles.
- Post sales ERP documentation.
- Collection Team coordination.
Education
TYBcom -
Mumbai University
01.2010
Skills
- Customer service Management
- Banking
- Customer Relationship Management
- Team Management
- Team Leader
- Credit Analysis
- Microsoft Office
- Customer Service
- Reporting
- Sales Management
Accomplishments
- For 9 consecutive months achieved 110% of target.
- Twice won gold coin for closing highest number of privileges & elite packages.
- Rewarded a certificate for being an unsung hero of Bharatmatrimony.
- Appreciation email from CEO and MD for Best Team Leader award in current company.
- Best Team Leader and shine award from HobSpace.
- High Upgrade continues for 4 months at Native Milk.
Language
- English
- Hindi
- Marathi
- Gujarati
- Kannada
Language
Hindi
First Language
English
Elementary
A2
Gujarati
Proficient
C2
Marathi
Proficient
C2
Spanish
Beginner
A1
Timeline
Customer Service Manager, Sales and Upgrade
A&H capital
03.2023 - Current
Manager - Marketing Acquisition
Club Mahindra - Mahindra group
09.2022 - 02.2023
Sr Customer Service Manager
Native Milk
10.2021 - 09.2022
Team Leader - Customer Service
HobSpace - Kids activity
04.2020 - 09.2021
Ground Handling Staff
Inchape Shipping Service
08.2018 - 03.2019
Traveler Manager
Tcube Holidays
02.2016 - 03.2018
Sr Customer Relationship Manager
Getit Infoservice Pvt Ltd
03.2011 - 04.2013
Customer service
Bharatmatrimony.com
01.2009 - 03.2011
TYBcom -
Mumbai University