Kajal Kothari

Customer support advisor - EMICOOL LLC

(2024-10)

Delivered exceptional customer service by fostering strong, long-term client relationships.
Provided high-quality, personalized interactions, offering tailored energy-saving tips to meet clients' specific needs.
Addressed customer concerns promptly, ensuring timely and efficient resolution to build trust and satisfaction.
Maintained professionalism, confidentiality, and fairness in all communications, upholding transparency and respect.
Conducted customer satisfaction surveys to gather feedback and identify areas for continuous service improvement.
Implemented improvements based on customer feedback, enhancing service delivery and client satisfaction.

Customer relationship associate - WEBHELP INDIA PVT LTD

(2022-09 - 2023-01)

Managed client relationships for UK customers under the HALFORDS process, efficiently handling inquiries and issues through Salesforce, live chats, and phone calls to ensure seamless communication and support.
Collaborated with service partners to address and resolve delivery and service-related issues, ensuring that customer concerns were handled promptly and that high levels of customer satisfaction were maintained.
Regularly presented customer satisfaction and growth metrics to senior management, providing insights into service performance and identifying areas for further improvement.
Delivered training sessions to clients, guiding them on how to use the HALFORDS platform effectively, ensuring they maximized its features and functionality to meet their needs.

Customer relationship executive - Majorel Private Limited

(2020-09 - 2022-08)

Delivered customer support for BOLT (South Africa) and DoorDash (USA) services across multiple platforms, including Zendesk, Beehive, and Salesforce, ensuring timely and effective resolution of customer inquiries and issues.
Utilized strong conflict resolution skills to handle customer complaints efficiently, providing swift and effective solutions to service-related problems, ensuring customer satisfaction and retention.
Managed a high volume of customer queries, ensuring all interactions were documented accurately in CRM systems, while also identifying opportunities for service improvement to enhance the overall customer experience.
Played an integral role in improving service levels by identifying recurring customer issues and proactively recommending actionable solutions to address these challenges, contributing to the enhancement of service quality and operational efficiency.

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