Pooja Arora
Brampton,Canada
Summary
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
Abroad Pathway Immigration Consultant Pvt. Ltd.
02.2015 - 08.2024
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Coordinated employee schedules, ensuring adequate coverage during peak hours while minimizing overtime expenses.
- Implemented feedback loops for continuous improvement of customer support processes and policies.
- Established strong relationships with clients, promoting trust and loyalty in our brand.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
MBA - Marketing
IEC University
01-2018
Skills
- Cross-selling
- Strong interpersonal skills
- Dispute resolution
- Product recommendations
- Relationship building
- Escalation handling
- Multichannel communication
- Tracking complaints
- Shipping coordination
- Critical thinking
- Client relationship management
- Verbal and written communication
Timeline
Customer Service Manager
Abroad Pathway Immigration Consultant Pvt. Ltd.
02.2015 - 08.2024
MBA - Marketing
IEC University
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