Customer Service Support
Resume:
JAGRITI LOTEY
Address: Unit – **,** froom crest, S4N 0T9, Regina,
Phone: +1-306-***-****, E-Mail: *******.****@*****.***
Authorized to work for any employer in Canada
PROFESSIONAL SYNOPSIS
Nearly 10 years of experience in Customer Support Analyst, Operation Management, Retention and Relation, Channel Management and Team Management.
Worked with Vodafone Essar Punjab as Store manager, managing the entire gamut of store operation.
CORE COMPETENCIES
Managerial
Establishing targets in tune with the retail strategies of circle for achieving business targets of the store.
Business planning, forecasting and analysis for assessment of revenue potential in business opportunities.
Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.
Functional
Overseeing the sales & customer service operations, thereby achieving increased sales growth.
Utilizing client feedback & personal network to develop marketing intelligence for generating leads.
Developing relationships with key decision-makers in target organizations for business development.
Managing activities pertaining to finalization of deals for smooth execution of sales & order processing.
CAREER GRAPH
Deputy Team Leader, Customer Support (Oyorooms) 10 Oct 2018 to 31 March 2022
Job Profile:
Handling team of 10-12 members for chat support.
Perform as primary interface for customer queries.
Acknowledgement to guest through live chats.
Ensure customer heard throughout the active chat.
Analyse customer needs and sales pitching accordingly.
Assignment of Individual sales targets.
Coordination with vertical team.
TGT assign/report sharing
Quality Audits on weekly basis and feedback share
Live chat monitoring and assistance.
Monitoring realization.
Senior executive, Customer service VLCC (RM), June 2017 to 9 Oct 2018
Job Profile:
Handling social media like Facebook, Twitter.
Perform as primary interface for customer escalations.
Acknowledgement to client through e-mails.
Ensure customer heard throughout escalation process.
Analyse and monitor customer problems.
Taking follow up for complaints resolution from centres and area heads.
Evaluate escalation performance metrics.
Coordination with corporate team.
Senior executive, (Customer service Chat) Aegis Pvt Ltd, Dec 2012 to Jan 2015
Job Profile:
Handling social media like Facebook, Twitter, Whats app, LinkedIn.
Instant reply to customers complaints though (Chat)
Maintaining allocation and distribution to cce’s.
Online posting of customers complaint resolution.
Maintaining SLA.
Taking follow up for complaints resolution from executives.
Quality and customer satisfaction.
Coordination with backend support team.
PREVIOUS ASSIGNMENT
Store Manager, DOCOMO. Punjab Circle, Feb 2011 to Jun 2011
Job Profile:
Store day to day Operation.
Operational efficiency and coordination with channel partners, vendors and other supporting department.
Revenue generation from Post and Prepaid sales.
Seamless customer service experiences at the Stores.
Recruitment and on the job training of staff.
Budgeting and planning of store sales and profitability.
Team management and development.
Quality and customer satisfaction.
Coordination with back-end support team.
Notable Accomplishment:
Awarded with Super Star Award for sale day, Docomo Retail – Punjab from March’11.
Store Manager, Vodafone Essar. Punjab Circle, Oct 2006 to May 2010
Job Profile:
Store day to day Operation.
Operational efficiency and coordination with channel partners, vendors and other supporting department.
Revenue generation from Post and Prepaid sales.
Seamless customer service experiences at the Stores.
Recruitment and on the job training of staff.
Budgeting and planning of store sales and profitability.
Team management and development.
Quality and customer satisfaction.
Coordination with backend support team.
Notable Accomplishment:
Awarded with Super Star Award 4 times for Vodafone Retail – Punjab from March’08-Sep’09
Mega star Award for the quarter second for the year 2009
PREVIOUS ASSIGNMENT
Sept ‘05 to April ‘06 – Customer Care Executive, Brand Reality
To take call in call centre with correct resolution.
All and any other assignments related to the above activity given by the company as and when required.
.
May ‘02 to Aug ’05 – Executive, Tractor Parts export House
Dealing with foreign clients on daily basis.
Sending Price list & resolving all query related to products.
Maintaining Turnaround time.
Grievance handling & prevention of miss selling.
EDUCATION
Bachelors of Art from Punjab University -Year 2001.
Date of Birth: 21th Feb,
CORE STRENGTHS
Team Management
Customer Management
Operation Management
Training and Quality
Franchisee Management
Retention and Relation
Channel Management
Customer Service
Social Media
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