Pooja Mali

Customer-focused support professional with 5+ years of experience managing high-volume customer interactions, inbound/outbound calling, complaint resolution, and CRM coordination at a leading automobile dealership. Handled 50+ customer touchpoints daily — across calls, follow-ups, and in-person — with a 95%+ complaint resolution rate. Comfortable with telecalling, sales calls, chat support, and backend operations.

Certified in UI/UX Design and Figma, with strong proficiency in Canva. Seeking a genuine remote opportunity in Customer Support, Chat/Email Support, or Telecalling where communication skills and operational discipline deliver consistent results.

Customer Relationship Executive (CRE) - Royal Enfield – Karnavati Bikes Pvt. Ltd. - Ahmedabad, GJ

(2019-01)

Full-Time

• Managed 50+ daily customer touchpoints via inbound calls, outbound follow-up calls, and in-person interactions — consistently achieving a 95%+ complaint resolution rate across 5 years.
• Handled outbound telecalling for service reminders, post-service satisfaction checks, and renewal follow-ups, contributing to strong repeat customer rates.
• Conducted sales-oriented calls to inform customers about service packages, upgrades, and dealership offers — supporting upsell opportunities for the service team.
• Served as the primary contact for complaint escalations, coordinating with service advisors and technicians to ensure fast resolution with minimal customer frustration.
• Maintained CRM records with high accuracy — logging call outcomes, customer feedback, complaint status, and follow-up notes for management review.
• Drafted written customer communications including service updates, complaint acknowledgements, and follow-up messages via email and SMS.
• Supported daily backend operations including documentation, appointment scheduling, and inter-department coordination during peak hours.
• Recognised by management for consistent professionalism and calm, effective handling of difficult customer situations.

Data Entry Recorder - Star Health Allied Insurance - Ahmedabad, GJ

Contract, 3 Months

• Accurately entered and maintained customer insurance records with strict attention to data integrity and turnaround deadlines.
• Managed documentation workflows and backend office tasks, supporting smooth daily operations across the team.
• Maintained organised and retrievable customer records in compliance with internal data management standards.

Bachelor of Business Administration - BBA - JG Institute of Business Administration, Ahmedabad (2017-01 - 2020-01)

Higher Secondary - H.S.C. - Abhijat Vidhya Vihar, Gurukul Road, Ahmedabad (2017-01)

Secondary - S.S.C. - Abhijat Vidhya Vihar, Gurukul Road, Ahmedabad (2015-01)