Dynamic and result-oriented Customer Service Manager with a proven track record of leading high-performing teams to deliver exceptional customer experiences. Adept at utilizing ZOHO One and MS Excel for data analysis and process optimization. Skilled in training and development, with a focus on fostering a customer-centric culture.
Overview
11
11
years of professional experience
Work History
Manager-Customer Support
ARM Fintech Consultants Pvt Ltd
07.2018 - Current
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Implemented ZOHO One to streamline customer interactions, resulting in 70% increase in efficiency.
Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
Cross-trained and led team of 5 to maximize team agility and performance.
Decision-making and coordination with other departments- to solve technical issues and interact with key partners for solutions.
Resolved staff member conflicts, actively and patiently listening to concerns and finding appropriate middle ground.
Onboarded new employees with training and new hire documentation.
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Assisted with day-to-day operations, working efficiently and productively with all team members.
Assistant Manager- Sales & Support
ARM Fintech Consultants Pvt Ltd
01.2016 - 06.2018
Demonstrated products to customers and trained.
Handled Invoice, product delivery, training and feedback.
Customer satisfaction: Daily interactions with Mutual Fund Distributors on product queries and business growth.
Achieved sales monthly targets by working on leads with help of channel partners and AMCs.
Developed strategy to increase sales and drive profits.
Improved customer satisfaction by addressing and resolving complaints promptly.
Managed approximately 30 incoming calls, emails and chats per day from customers.
Operations Associate
Infinity Finserv
01.2013 - 12.2015
Oversaw daily operations, ensuring timely completion of tasks and adherence to company policies and procedures.
Performed wide-ranging administrative, financial and service-related functions.
Increased customer service success rates by quickly resolving issues.
Maintained and prioritized to-do-list and followed up to complete tasks on-time.
Built relationships with channel partners to establish seamless operations.
Education
Master of Business Administration - Finance
University of Lucknow
Lucknow
Bachelor of Science -
University of Lucknow
Skills
Problem Resolution
ZOHO One
Complaint Handling
MS Office
Verbal and written communication
Team Leadership
Onboarding and Orientation
Collaboration & Teaming
Training and Development
Cross-Functional Teamwork
Work Planning and Prioritization
Active Listening
Languages
English
Hindi
Personal Information
Date of Birth: 05/08/89
Nationality: Indian
Marital Status: Married
Timeline
Manager-Customer Support
ARM Fintech Consultants Pvt Ltd
07.2018 - Current
Assistant Manager- Sales & Support
ARM Fintech Consultants Pvt Ltd
01.2016 - 06.2018
Operations Associate
Infinity Finserv
01.2013 - 12.2015
Master of Business Administration - Finance
University of Lucknow
Bachelor of Science -
University of Lucknow
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