Sneha Ramugade

Results-driven Customer Service Professional with 12+ years of experience in customer support, customer relationship management (CRM), call centre operations, email support, WhatsApp process management, complaint resolution, customer escalation handling, and team coordination. Proven ability to improve customer satisfaction, resolve complex customer issues, manage high-volume interactions, and collaborate with cross-functional teams to deliver exceptional customer experiences. Skilled in SLA management, stakeholder coordination, reporting, and process improvement.

Senior Customer Service Executive - Hafele India Pvt. Ltd

(2017-08)

• Manage customer service operations across Email, Phone, and WhatsApp support channels.
• Handle customer complaints, escalations, and service requests while ensuring timely resolution.
• Coordinate with internal departments, field teams, and service engineers to improve customer experience.
• Maintain and monitor customer records using CRM and email management tools.
• Support call centre operations and implement process improvements to enhance service quality.
• Prepare reports and track customer service metrics to ensure SLA compliance.
• Manage inbound voice and non-voice customer support processes.
• Lead teams to achieve service quality and performance targets.
• Handle escalations and monitor operational performance.
• Manage customer interactions through calls, chats, and emails.
• Maintain CRM systems and customer account records.
• Support business development through customer insights and service recommendations.

Customer Response Executive (SME) - Firstsource Solutions Pvt. Ltd. (Airtel Platinum)

(2012-04 - 2015-02)

• Provided premium customer support through inbound calls and complaint resolution.
• Resolved network, voice, SMS, and data connectivity issues within defined service levels.
• Performed first-level technical troubleshooting and guided customers through issue resolution.
• Managed escalations and coordinated with backend technical teams.
• Ensured high customer satisfaction through effective communication and prompt issue handling.
• Monitored service requests and ensured timely closure of customer complaints.
• Supported training and operations teams as a Subject Matter Expert (SME).
• Assisted new hires with process training, floor support, and knowledge-sharing sessions.
• Conducted call audits and provided performance feedback.
• Maintained accurate records of customer interactions in CRM systems.
• Achieved quality, productivity, and customer satisfaction targets consistently.
• Identified recurring issues and recommended process improvements.
• Collaborated with cross-functional teams to reduce resolution time and enhance customer experience.

Bachelor of Commerce - B.Com. - C.H.M. College of Commerce, Arts & Science