MICROSOFT EXCEL
TAPAN KUMAR MAJI
CUSTOMER RELATIONSHIP EXECUTIVE
Jemeri, JK Nagar, Paschim Bardhaman, West Bengal
Summary
Goal-oriented manager with distinguished experience in lubricant industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent. Reliable employee seeking CRM position. Offering excellent communication and good judgment. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
3
3
years of professional experience
3
3
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
CRM Executive
AIP ASANSOL
ASANSOL
05.2022 - Current
- Prepared and implemented strategic growth plans for territory based on company goals and expectations.
- Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Hired, supervised and coached 17 employees on sales strategies to optimize performance.
- Engaged in product training, demonstrations, consumer awareness, branding and acquisition initiatives to raise awareness and revenues.
- Created and implemented new business opportunities by utilizing strategic networking strategies.
- Organized promotional events and interacted with community to increase sales volume.
Customer Service Specialist
M/s. Ashutosh Chatterjee
RANIGANJ
01.2021 - 04.2022
- Managed over 90+ customer calls per day, in result sales Increased sales by 10%".
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Assisted customers with opening accounts and signing up for new services.
- Resolved concerns with products or services to help with retention and drive sales.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed customer service improvement initiatives to decrease customer wait times.
- Recorded product or service failure complaints and notified appropriate departments.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Maintained and managed customer files and databases.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Increased efficiency and team productivity by promoting operational best practices.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Processed customer adjustments to maintain financial accounts.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services and company information.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Sales Coordinator
M/s. Ashutosh Chatterjee
RANIGANJ
01.2020 - 12.2020
- Kept detailed records of sales and customer information in CRM software, updating database regularly to maintain top-notch service.
- Set up appointments with potential and current customers to promote new products and services.
- Handled customer inquiries by staying up-to-date on market and industry trends and finding unique solutions to issues.
- Created documents recommended courses of actions to assist upper management in complex decision-making issues.
- Created effective marketing and trade show material to educate and engage prospective clients in Products offerings.
- Maintained long-term relationships with high net-worth clients.
- Provided effective recommendations to increase customer satisfaction and marketing effectiveness to secure long-term accounts.
- Stayed updated on products and maintained long-term relationships with clients, resulting in increased overall sales.
- Trained over 130 new sales employees on local market sales processes and closely monitored work to optimize productivity.
- Compiled client profiles and entered information into operating system.
- Streamlined marketing processes to increase daily quotas and organize employee productivity.
- Spearheaded team-building sales meetings to inform supervisors of changes and promote successful sales strategies.
- Streamlined training processes for orders, tracking, expense recording and sale protocols to increase employee productivity and enhance sales.
- Employed closing sales techniques, upselling and customer loyalty incentives to boost sales.
- Conducted on-site product demonstrations to highlight features, answer customer questions and redirect concerns toward positive aspects.
- Researched local markets to identify and flesh out lists of new leads for sales team follow-up.
- Reduced errors during sales and service processes by devising and deploying template responses.
- Improved productivity by increasing customer communication and responding to feedback.
- Implemented updated CRM systems and social media marketing strategies to streamline sales processes and optimize communication.
- Presented Balmerol lubricants (A Govt. of india subsidiary) during retail trade shows to increase market share and make connections with potential customers.
Customer Service Manager
M/s. Ashutosh Chatterjee
RANIGANJ
04.2019 - 01.2020
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Created and reviewed invoices to confirm accuracy.
- Resolved concerns with products or services to help with retention and drive sales.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Researched and corrected customer concerns to promote company loyalty.
- Developed and offered unique discount options to drive interest in new product lines.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Kept accurate records to document customer service actions and discussions.
- Generated customer satisfaction surveys to analyze results into action plans.
- Developed service procedures, policies and standards.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Monitored customer service operations to assess agent performance and provide feedback.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Took ownership of customer issues and followed problems through to resolution.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
Education
Diploma - Metallurgical Engineering
KAZI NAZRUL UNIVERSITY
ASANSOL 08.2019 - 06.2022
Skills
New Business Development
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 110 in the development of District rural sales development project.
- Resolved product issue through consumer testing.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Software
MICROSOFT WORD
MICROSOFT POWERPOINT
ADOBE PHOTOSHOP
ADOBE ILLUSTRATOR
FINAL CUT PRO
WIX WEB
BETA BLASTER WEB
ZOHO CRM
Certification
MANUFACTURING PROCESS OF BOOM, TATA HITACHI KHARAGPUR - 17-02-2022 TO 03-03-2002
Interests
WEB DEVELOPING
PHOTOGRAPHY
BIKE RIDING
Timeline
CRM Executive
AIP ASANSOL
05.2022 - Current
MANUFACTURING PROCESS OF BOOM, TATA HITACHI KHARAGPUR - 17-02-2022 TO 03-03-2002
03-2022
Customer Service Specialist
M/s. Ashutosh Chatterjee
01.2021 - 04.2022
Sales Coordinator
M/s. Ashutosh Chatterjee
01.2020 - 12.2020
Diploma - Metallurgical Engineering
KAZI NAZRUL UNIVERSITY
08.2019 - 06.2022
Customer Service Manager
M/s. Ashutosh Chatterjee
04.2019 - 01.2020
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