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Customer Support & Service Supervisor with 9+ years in Client Relations and Issue Resolution
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Competencies
Extensive experience in resolving customer issues, handling escalations, and maintaining client relationships.
Skilled in managing legal cases and social media escalations to ensure positive outcomes and customer satisfaction.
Proven ability to communicate effectively with clients and team members, fostering collaborative problem-solving.
Proficient in Adobe Photoshop, Premier Pro, After Effects, and Microsoft Office suite for visual and presentation tasks.
Led teams in customer support environments, ensuring quality service delivery and team cohesion.
Education
Languages
Summary
Dedicated professional with over 9 years of expertise in customer support, legal case handling, and social media escalation management. Skilled in root cause analysis, client relationship building, and graphic design, committed to delivering exceptional service and fostering client satisfaction.
Key Achievements
- Resolved legal and social media escalations efficiently, enhancing customer satisfaction at Voltas Ltd.
- Conducted thorough root cause analysis to address complex medical inquiry issues, reducing repeat escalations at Sivantos India.
- Maintained long-term customer relationships through exceptional after-sales service at Healthians, boosting client retention.
Experience
Supervisor (Service)
Taking care of cases like legal- where we need to discuss with the customer and try to settle them amicably outside the court.. Handling Invoicing process.. Handling Social media escalations- where customers escalated the matter at various platforms.. Handling NCH - National Consumer Helpline - where customers escalated at the national forum.
Sr. Customer Support Officer
Find thorough root cause analysis of the escalated issue related to medical inquiries that are made by potential customers through website chats, emails, and inbound calls.. Handling Invoicing process.. Focusing on problem avoidance in escalation process.. Helping to ensure compliance with Corporate and Regional Escalation Policies.. Evaluating escalation performance metrics and Ensure customer is heard throughout escalation process.
Sr. Customer Support Officer
Handled Email response related customer queries, complaints, and feedback.. Maintained long-lasting relationships with existing customers through exceptional after-sales service.. Actively sourcing new sales opportunities through Cold-calling and emailing.. Advised customers on suitable product selection based on their needs and specifications.