Tarannum Zafar
Lucknow
Summary
Customer Relations Manager experienced in driving customer satisfaction and fostering loyalty. Led cross-functional teams to resolve complex customer issues and implemented strategic initiatives that improved service delivery. Cultivated strong customer relationships through consultative selling, resulting in increased revenue and market expansion.
Overview
2
2
Languages
1
1
Certification
11
11
years of professional experience
Work History
Customer Relations Manager
Mascow Blinds Pvt Ltd
lucknow
02.2015 - 04.2025
- Led customer relations team in developing and implementing strategies to enhance customer satisfaction.
- Delivered exceptional customer service, resolving queries and complaints swiftly to maintain high satisfaction levels.
- Coordinated with cross-functional teams to address and resolve complex customer issues promptly.
- Maintained productive relationships with existing customers through exceptional follow-up after sales.
- Addressed customer questions, problems and complaints in person and via phone to maintain positive relationships and support smooth communications.
- Analysed customer feedback data to identify trends and areas for improvement in service delivery.
- Implemented feedback loops with customers to gather insights and assess satisfaction levels.
- Grew customer base by acquiring new customers and identifying needs to deliver relevant products.
- Generated sales by prospecting leads, cold calling and closing deals.
- Created sales and revenue-generating opportunities in new markets to improve profit margins.
- Managed and maintained customer relationship management CRM systems to track interactions and sales.
- Reviewed and updated service level agreements SLAs to meet evolving customer expectations.
- Approached customers with consultative mentality to uncover and meet specific requirements.
Customer Support Officer
Vodafone Business
lucknow, india
01.2014 - 01.2015
- Managed incoming calls and customer service inquiries, demonstrating patience and understanding to enhance customer satisfaction.
- Met demands of high-volume customer enquiries and exceeded performance targets.
- Monitored social media platforms for customer queries and complaints, providing prompt and courteous responses.
- Responded to customer emails with accurate, professional replies.
- Provided technical support and guidance to customers, assisting them in troubleshooting common issues.
- Utilised CRM systems to record customer interactions, feedback, and complaints, contributing to service improvement.
- Analysed customer feedback and worked with the management team to implement service improvements.
- Followed-up on customer interactions to provide further support.
- Developed strong relationships with customers through consistent and positive interactions, fostering brand loyalty.
Education
Bachelor of Arts - Arts
Mahila Degree College
Lucknow01-2001
Skills
- CRM management
- Customer relationship management
- Feedback analysis
- Service agreements
- Satisfaction strategies
- Consultative selling
- Loyalty development
- Cross-functional teamwork
- Problem-solving
- Team leadership
- Customer Service
- Teamwork and collaboration
- Relationship management
Languages
Hindi
Proficient
C2
English
Upper Intermediate
B2
Certification
- Works Professionals certified
- BA certified
Interests
- Listen Music
- Reading Books
- Social Web Browsing
Accomplishments
- Built and nurtured key client relationships to grow profit by 90%.
- Improved Company reviews by successfully handling customer complaints and implementing monthly staff training.
- Investigated, identified and reconciled account discrepancies totaling 100% Accuracy in company savings.
- Coordinated With Company special public and private events.
- Worked directly with senior leadership to develop and administer per year department budget.
Timeline
Customer Relations Manager
Mascow Blinds Pvt Ltd
02.2015 - 04.2025
Customer Support Officer
Vodafone Business
01.2014 - 01.2015
Bachelor of Arts - Arts
Mahila Degree College