Customer Experience Manager at Spinny (2024-09 – 2026-03)
- Assisting customers via calls and emails regarding warranty and non-warranty vehicle inquiries.
- Ensuring a seamless customer experience by addressing customer concerns promptly and professionally.
- Working with operational data to track customer concerns, service performance, and case resolution metrics.
- Using SQL for basic data extraction and reporting to support customer experience analysis.
- Utilizing Advanced Excel for data handling, reporting, and performance tracking.
- Working with Power BI dashboards to monitor customer insights, operational KPIs, and service trends.
- Supporting reporting and analysis activities to identify areas for service improvement.
- Applying analytical thinking to improve customer satisfaction and operational efficiency.
Senior Customer Care Executive at Conneqt Business Solutions Pvt. Ltd (2024-03 – 2024-09)
- Managed VOC escalation for Samsung products, ensuring prompt issue resolution.
- Diagnosed customer concerns and provided effective solutions aligned with Samsung policies.
- Collaborated with cross-functional teams to address escalated cases and improve customer satisfaction.
- Maintained strong communication and case documentation for smooth escalation management.
Senior Executive at Airtel NDNC (2021-11 – 2024-01)
- Managed the Do Not Disturb (DND) process, ensuring compliance with regulatory guidelines.
- Assisted customers via email, providing guidance and resolving inquiries efficiently.
- Registered and addressed customer complaints, ensuring prompt resolution.
- Maintained records and followed escalation processes for issue resolution.
Associate Service Consultant at Policy Bazaar (2019-09 – 2021-10)
- Processed customer reimbursement claims, ensuring accuracy and compliance with company policies.
- Reviewed and verified claims documents for completeness and correctness.
- Communicated claim status updates to customers in a timely manner.
- Coordinated with internal departments to resolve claim-related issues efficiently.
