Neha Jain

737-***-****

ad1mgs@r.postjobfree.com

Neha Jain LinkedIn

Summary

Focused Customer Service Manager offering 13 years of experience in, team handling, Vendor Management, Customer Relationship Management, Spare-parts Management and Technical Support in the IT / consumer durability sector. Proven success in developing high-performance teams and streamlining day-to-day office activities.

Key Skills

Team Leadership

Training and Development

Exceptional telephone etiquette

Administrative support

Presentation skills

Inventory assistance

Online chat and email Service

Standard compliance Training and mentoring

Microsoft Outlook, Word, and Excel

Process improvement

Customer Relationship Management Software (CRM)

Tools

MI Query

CS (Customer Satisfaction) Portal

SAP Netware

XMS

Career Experience

XIAOMI INDIA

Escalation Specialist

Nov 2018 - May 2022

Managed and responded to complaints and escalations from clients and customers and ensured every customer request is assigned to the appropriate team and at the proper authority level. I was responsible for training staff on operating procedures and service changes.

Worked with management as 2nd Level of escalation (own and drive the escalation lifecycle) and prepared reports and communication for senior management.

Managed stakeholder communication by providing periodic updates till the issue is resolved.

Ensured customer satisfaction through regular reviews, defined ownership and continuous service improvement which resulted in high level of team’s performance.

Performed routine RCAs to identify patterns and approaches towards improvement of support processes and up skilling by preparing audit reports generated by CSA.

Facilitated effective inter-departmental communication by visiting other branches for better co ordination among teams to provide effective customer support.

Manpower Group (Samsung India Pvt LTD)

Team Leader (VOC)

Sep 2014 - Nov 2018

Lead and guided a team of 15 ER’s to ensure effective and efficient handling of customer queries/complaint and timely resolution. Consistently exceeded personal key performance indicators and reduced further complaints by 25%.

Responsible for Risk and escalation management through VOC command centre.

Continuously monitored complex cases and ensured timely resolution by coordinating between service centre, parts team, return team and technical team.

Frequent calibration with partner on team performance, SLA adherence to audit quality of resolution o regular basis.

Trained new team members and managed whole team performance and progress whilst adhering to company approved policies and procedures.

CDRF (Customer Dispute Redressal Forum):

Processed Audit and Process Improvement

Identified area of improvement and initiated new project based on the outcome.

Handled government approved legal site: Confonet.

Implemented new initiatives and making sure all team members understand them.

Worked along with senior managers in legal cases decision-making settlement process.

Achievements:

Received best performer of the month Award (less TAT of customer escalation closure among team members and no major escalations)

Received MI Avengers award for Q1 2022 (Best performing team handled by me).

Have improved coordination between the Dealers/ Distributors and the respective service people. (Improved 30% TAT)

Education and Professional Qualifications

M.B.A. (Finance and IT), Dehradun Institute of Management Technology, Dehradun

B.C.A, Institute of Management Studies, Roorkee, India

Passport No :- P8670497

Visa Status : - L2S

References available on request

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