Vicky Chawla
Customer Support Manager
Gurugram
Summary
12 years of experience in B2B & B2C service with dynamic individual with hands-on experience in Customer support, retention, team management and talent for navigating challenges. Bring strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Strong experience of building CS team, establishing CS system based on Omni-channel support, chat-bot, pre-sales & post-sales WhatsApp communications, report driven, analytics, responses automation, IVR and more.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Customer Support Manager
Swiss beauty
06.2024 - Current
- Customer Retention & Support: Developed and implemented targeted strategies to boost customer retention, resulting in a 5-7% increase in customer retention
- Report driven analysis and result oriented with successfully drop in OTC from 42% to 28% with the help IVR setup, response automation over the email and Chatbots flow.
- Managed department call volume of 700 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Maximized productivity by supervising, mentoring and scheduling team of 7 customer support personnel to meet organizational and operational objectives.
- Managed high-level customer support to resolve complex issues and ensure a high standard of service
- Streamlined the customer support process for faster resolution times and improved customer experience.
- WhatsApp Marketing: Led innovative WhatsApp marketing campaigns to engage customers and drive retention
- Utilized the platform to deliver personalized messaging and promotions, significantly improving customer engagement rates
- Spearheaded the integration of system automation tools to streamline customer service operations
- Automated routine tasks and workflows, which enhanced productivity and reduced response times by 3 hours
- Quality Analytics: Conducted comprehensive analysis of customer service performance using quality metrics and customer feedback
- Identified trends and areas for improvement
- Process Designing: Designed and optimized customer service processes to enhance efficiency and effectiveness
- Created new workflows and standardized procedures that improved service delivery and reduced operational costs
- Collaborated with sales, marketing, and IT departments to align customer service strategies with overall business goals and ensure a seamless customer experience across all touchpoints
- Handled escalated customer issues and complaints, employing problem-solving skills to achieve satisfactory resolutions and maintain positive customer relationships
Customer Retention Manager
Fixderma
12.2022 - 06.2024
- Lead the initiation and planning of a project and ensure better visibility
- Develop a detailed plan to track and monitor the project's progress
- Work with operations & logistics to ensure smooth and detailed processes for the clients
- Build a complete CRM process including tools for voice, email, chat (WhatsApp)
- Handing overall CRM including Social, chats, emails, voice
- Process check and improvement
- Set clear team goals to achieve monthly goals
- Monitor performance and report on metrics to work on improvement parts
- One-on-one meetings with teammates to understand the process requirements
- Weekly meetings and training for the entire team
- Delegate tasks and goals to the team
- Maintaining a friendly environment to create the best work culture
- System automation and system setup
- Evaluate customer service calls/emails/chats and share feedback with the team
- Consistency, discipline, and vision
- Develop customer service strategies to improve customer loyalty and retention
- Develop strategies to improve customer service quality and team performance
- Building a work-life balanced environment for the team
- Managed approximately average of 550 queries in a day with team size of 6 members including calls, emails, chats, and social comments.
Team Leader
Lenskart
11.2021 - 12.2022
- A leader plays multiple roles in the team on the basis of the requirements
- Create a healthy and motivating work environment and atmosphere
- Meeting all the SLA's whether Internal or External
- Weekly Roistering for entire process
- Daily Review of all Process Reports to find out scope of Improvement
- Closely with the team, motivating and coaching them
- Identify areas for improvement, scope projects and involve relevant others
- Maintaining floor discipline, and ensure adherence to timelines
- To ensure complete understanding of system and its functionality to achieve Maximum productivity
- Roster and overall workflow management
- Daily, weekly, and monthly report analysis to conduct the process improvement training if required
- Listen to team members' feedback and process calls
- Set clear team goals
- Monitor team performance and report on metrics
- Motivate team members
- Process improvement and process automation if required to reduce the manpower or the time to resolve the concern
- Connect with internal and external team to improve the UI and if any changes required in app or the website
- Managed approximately 1400-1500 calls, 2000+ emails per days with team size of 38 members
Specialist in Customer Support & Sales Department
Relesol E Solutions Pvt Ltd
03.2020 - 06.2021
- Worked as customer support specialist and handled a team of 16 people of L1 support
- Analyzed customer complaints and service trends to identify and correct systematic issues
- Responded quickly to customer inquiries, needs and problems
- Evaluated customer account information to assess current issues and determine potential solutions
- Documented conversations with customers to track requests, problems, and solutions
- Created and implemented process improvements to reduce workloads and bolster callback efficiency
- Worked with internal team like website developer, marketing, social media to develop customer service improvement initiatives
- Roster management
- Motivate team members
- Work with team to understand the area of the improvement to make them achieve the SLA
- Handle escalation of the customer and client in case of any issue or client not able to assist the customer as per their requirement
- Understand the customer requirement to assist them with better service/options to avoid delay in project handover
- Connect with customer on zoom calls, to make them feel comfortable while sharing their needs and can feel secure and safe while sharing the ideas or sample for the design they require
L2 - Customer Support
Zimplistic India Pvt. Ltd.
09.2017 - 02.2020
- Worked as a customer support specialist and more on leadership along with L2 support
- Attendance management for L1 & L2 Team
- Roster management of L1 & L2 Team
- Client Servicing and support via chat and email (Call if required)
- Website changes and support with development team
- Customer Retention
- Online video support
- Internal team coordination
- Escalation
- Weekly report & analysis
- Strong leader of customer support
- Process training as per the requirement
- Process automation and process improvement/changes if required
- Highly focus on the website/app UI to avoid unnecessary information or any changes if required
- Daily connect with content and technical team to make required changes and to improve the UI
Specialist in Customer Support
Grofers
05.2015 - 07.2017
- Customer Service
- Customer delight
- Customer Complaints
- Handling Emails, Chats, and Escalations Calls
- Customer Retention
- Order Processing
- Refunds Audits
- DRTs, Chargeback and Fraud Transaction
- Gateway and app related query
- App related issue
- Social Media queries and support
- App/website, payment, Order, and Product related issues
- Team & Floor management with management technique
- Roster & Attendance Management
- Weekly and daily report
- Strong leader of customer support staff
Senior Customer Support Associate
ASTA Technical services Pvt. Ltd.
07.2012 - 04.2015
- Resolved service, pricing and technical problems for a customer by asking clear and specific questions
- Acted professionally and patiently when addressing negative customer feedback
- Addressed and resolved customer product complaints empathetically and professionally
- Gathered and verified all required customer information for tracking purposes
- Improved process functionality and service capacity by resolving customer requests
- Complains efficiently and quickly
- Attract professional customer by answering product and services questions
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Effectively managed the high volume of inbound and outbound customer calls
- Accurately documented, researched and resolved customer service issues
- Contacted customer to follow up on purchases, suggest new merchandise and inform about promotions and upcoming events
Education
Bachelor of Arts - Political Science
Monad University
10.2011 - 08.2014
Polytechnic - Information And Computer Systems
PDM Collage of Institute of Engineering & Tech.
08.2008 - 01.2011
Matric - Computer And Information Sciences
National Open School
10.2007 - 01.2008
Skills
- OTC management
- Presales & post sale support
- Whatsapp marketing
- Process integration
- Chat-bot development
- Data Driven Framework
- CSAT
- IVR Management
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 34 staff members.
- Resolved product issue through consumer testing.
- Achieved 15% drop in OTC by introducing chatbot & IVR in customer queries.
- Achieved 24% higher in CSAT post automation
- Achieved 40% drop in RTO through automation
Timeline
Customer Support Manager
Swiss beauty
06.2024 - Current
Customer Retention Manager
Fixderma
12.2022 - 06.2024
Team Leader
Lenskart
11.2021 - 12.2022
Specialist in Customer Support & Sales Department
Relesol E Solutions Pvt Ltd
03.2020 - 06.2021
L2 - Customer Support
Zimplistic India Pvt. Ltd.
09.2017 - 02.2020
Specialist in Customer Support
Grofers
05.2015 - 07.2017
Senior Customer Support Associate
ASTA Technical services Pvt. Ltd.
07.2012 - 04.2015
Bachelor of Arts - Political Science
Monad University
10.2011 - 08.2014
Polytechnic - Information And Computer Systems
PDM Collage of Institute of Engineering & Tech.
08.2008 - 01.2011
Matric - Computer And Information Sciences
National Open School
10.2007 - 01.2008
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