Pooja Shaha
Pune
Summary
Accomplished Customer Service Manager with a proven history at Arythe Networks Ltd of enhancing customer satisfaction and loyalty through expert resolution of complaints and the implementation of a robust Customer Relationship Management (CRM) system. Possessing strong skills in team leadership and problem-solving, I successfully achieved a 30% improvement in response times, demonstrating exceptional interpersonal communication abilities and technical proficiency.
Overview
18
18
years of professional experience
Work History
Customer Service Manager
Arythe Networks Ltd
01.2019 - 11.2024
- Maintained positive relations with customers by proactively addressing issues and implementing effective corrective actions to enhance overall satisfaction.
- Provided training and mentorship to associates on performance-driven strategies and customer service best practices to enhance the team's effectiveness.
- Conducted regular evaluations of employee performance and delivered constructive feedback aimed at fostering skill development and improving service quality.
- Managed a team of customer service representatives, cultivating a collaborative and positive work environment centered on teamwork.
- Supervised staff to assess performance and identify training needs, formulating targeted plans to reduce process delays and improve efficiency.
- Leveraged industry expertise and customer service skills to effectively resolve customer complaints and strengthen client loyalty.
- Maintained comprehensive records of client interactions to facilitate seamless follow-up communications and address escalations promptly.
- Assumed responsibility for customer issues by implementing thorough follow-through procedures to ensure timely resolutions.
- Researched and addressed customer concerns adeptly to enhance overall company loyalty.
- Implemented quality control measures to uphold high standards of service across all organizational touchpoints.
- Enhanced customer retention rates through exemplary problem-solving skills and robust relationship-building strategies.
- Analyzed customer feedback data to identify trends and drive ongoing improvements in service delivery.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue opportunities.
- Recruited, interviewed, and hired new employees while establishing a mentoring program to promote engagement and constructive feedback.
- Streamlined the support ticket system, resulting in significantly improved response times and customer satisfaction.
- Coordinated with product development teams to address recurring customer issues effectively.
- Facilitated cross-departmental meetings to ensure alignment on cohesive customer service strategies and operational objectives.
- Improved efficiency in managing customer inquiries through the implementation of an advanced Customer Relationship Management (CRM) system.
- Conducted quarterly customer satisfaction surveys to identify areas needing enhancement. - Assisted with daily operational activities, consistently maintaining productivity and collaboration with all team members.
- Demonstrated effective time management to ensure the completion of all tasks within established deadlines.
- Exhibited strong organizational skills and a detail-oriented approach, complemented by a solid work ethic.
- Committed to ongoing learning and professional development in customer service practices.
Deputy Manager
Tel-India Pvt Ltd
12.2014 - 12.2018
- Created and maintained a strong team culture that promoted high levels of collaboration, employee satisfaction, and overall performance.
- Enhanced employee performance by providing regular feedback, coaching, and training opportunities.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Increased customer satisfaction levels by developing targeted strategies to address client concerns effectively.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.
- Generated repeat business through exceptional customer service.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
Team Leader
WNS Global Services
02.2011 - 10.2014
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Assisted in recruitment to build team of top performers.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Evaluated customer needs and feedback to drive product and service improvements.
- Generated reports detailing findings and recommendations.
- Improved operational workflows, enabling team to handle increased workloads without compromising quality.
Team Leader
UBICS Technologies Private Limited - Pune, MH
01.2007 - 12.2010
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Provided advanced technical support and customer service for travel products and services, handling escalated issues and complex inquiries.
- Assisted in implementing a new CRM system, leading to a 30% improvement in response times and customer tracking accuracy.
- Developed comprehensive support documentation and training materials, enhancing the knowledge base and support resources.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Streamlined internal processes, reducing project completion times and increasing overall efficiency.
Education
Bachelor of Commerce - Organizational Communication
Pune University
Pune, IndiaSkills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Time management
- Training and mentoring
- Decision-making
- Complaint resolution
- Team building and leadership
- Exceptional interpersonal communication
- Conflict resolution techniques
- Customer relationship management (CRM)
Accomplishments
- Managing international clients requires an understanding of diverse cultures, communication styles, and business practices. Key to success is demonstrating cultural sensitivity, clear communication, and adapting to different time zones. Prompt responses and tailored services are essential. Additionally, knowledge of international market trends and regulations helps build trust and foster strong partnerships, leading to increased client satisfaction.
- Collaborated with a diverse team of 30 professionals in the successful development and execution of the Bottom Quartile Project, contributing to innovative solutions and strategic planning.
- Achieved a remarkable 70% success rate by meticulously completing work on tickets with a strong emphasis on accuracy and efficiency, thus enhancing overall operational effectiveness.
- Improved service metrics by 35% through proactive assistance in first-call resolution, effectively addressing and resolving customer inquiries on the initial contact and significantly boosting customer satisfaction.
Languages
English
Advanced (C1)
Hindi
Intermediate (B1)
Gujarati
Upper intermediate (B2)
Timeline
Customer Service Manager
Arythe Networks Ltd
01.2019 - 11.2024
Deputy Manager
Tel-India Pvt Ltd
12.2014 - 12.2018
Team Leader
WNS Global Services
02.2011 - 10.2014
Team Leader
UBICS Technologies Private Limited - Pune, MH
01.2007 - 12.2010
Bachelor of Commerce - Organizational Communication
Pune University
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