Tanisha Kurup

• Trained with the US team to handle queries and troubleshoot clients devices via chat,email and video conferencing
• Night shift role

• Built customer confidence by actively listening to concerns and providing resolutions to escalated customers via in-person visits, calls, emails, and chats.
• Worked with the leadership team on focusing on GMB reviews and initiatives.
• I took over daily tasks such as onboarding calls, design NPS feedback, overall NPS feedback, and lost project feedback actively.
• Handled customer delight initiative projects such as the handover ceremony and one-year handover gifts to increase customer connect and referrals.
• Sending weekly appreciation and customer experience highlight emails to various departments.
• Ensured that employees within the team were trained and updated on the new process. Worked with the marketing team to ensure customer happiness after sales.
• I took care of ORM onboarding and was part of the initial onboarding process of setting up S360 alongside my manager.
• Build case forms based on issue and sub-issue types. Continuing to build the same on a timely basis for better data reporting and understanding.
• Created new templates for queries, escalations, and collaborations, and this is updated timely.
• S360 Training: Trained the Cx team on S360 navigation, case form selection, and accuracy, as well as choosing appropriate responses.
• Tags: Adding tags on the S360 tool to streamline keyword data.
• Social Media Escalation SOP: A draft created for the team to follow, alongside the manager.
• Competitor Analysis: Read through the social media data of Bonito and its competitors for analysis.
• I have experience working with tools like Zoho Desk, Zendesk, and S360 for ticketing systems.

ACHIEVEMENTS

• For two consecutive years, performance was rated under 'Exceeded Expectations.'
• Was promoted to Assistant Manager, Customer Experience, in May 2023.
• I was awarded the 'Exemplar Award 2023' during the Rewards and Recognition Awards Night.

• Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
• Drove team revenue totals by bringing in over good amount in sales revenue.
• Solved customer challenges by offering relevant options and alternative products and services.
• Engaged with customers to effectively build rapport and lasting relationships.
• Educated customers on promotions to enhance sales.
• Handled escalation calls.
• Retained customer by pitching loyalty program

• Handled mystery audits for Swiggy delivery executives.
• Conducted field research to check the code of conduct.
• The timing of the arrival of the delivery executive.
• Completed audit papers by thoroughly documenting audit tests and findings.

• Completed Audio and Visual communication course
• Graduated with Distinction
• Head of dance club
• Actively participated in intercollegiate and inter house functions
• Completed dissertation on learning styles inventory

• Principal's Honour Roll for 3 consecutive years.
• Represented the Athletics team; won in district and CBSE State tournaments.
• Actively participated and won in inter-house and inter-school dance competitions.
• Scored 81% in CBSE 12th Grade Board Exams.