Experience

Tata Digital

• India
• Technology, Information and Internet
• 700 & Above Employee

• Associate Manager

  • May 2022 - Present

  Enhanced CRM views and chatbot functionality through strategic API integrations, enabling seamless ticketing system integration for swift issue resolution. Designed self-serve BOT journeys, reducing incoming customer contacts and fostering user independence. Led cross-functional collaboration, conducted training sessions, and provided pivotal support during peak sale events. Assisted in onboarding new brands, performed process audits, and developed comprehensive metric calculation procedures for operational clarity. Generated analysis reports to optimize performance, streamline customer experiences, and enhance complaint management processes. Monitored and promptly resolved cases, consistently meeting turnaround targets to drive customer satisfaction. Show less



Reliance Retail

• Retail
• 700 & Above Employee

• Customer Service Associate

  • May 2018 - Jun 2019

  Directly interacted with customers to maintain positive customer relationships with the organization. Maintained customer relationships by responding to inquiries; and documenting actions. Recorded customer inquiries by documenting inquiries and responses in customers’ accounts. Improved quality service by recommending improved processes; identifying new product and service applications. Drives sales through the engagement of customers, suggestive selling, and sharing product knowledge. Documents sales by creating or updating customer profile records. Show less