Srilatha K

· Handled 100 calls daily and served their queries with proper solutions

· Actively worked to display a courteous and empathetic attitude to customers, resulting in a net promoter score over 40

· Promptly handled an average of 80 customer inquiries and complaints per day with a 96% customer satisfaction rate

· Used Microsoft Office tools to track customer experiences, communication, and marketing efforts

· Handled difficult and complex customer complaints, resolving issues within 4 minutes, on average, and receiving a customer satisfaction score of 4.9 out of 5

· Developed client relationships and received multiple complimentary emails for exemplary service.

· Maintained a knowledge base of the evolving product offerings, and improved customer retention by 9% by proactively recommending new products to existing customers

· Documented customer interactions to reduce on-boarding time by 15% when new customer service representatives interact with customers

· Remained courteous and calm at all times, even during intense customer displeasure.

· Maintained up-to-date customer records in HubSpot CRM while interacting with customers across email, phone, and social media

· Increased average customer order size for new customers by 14% by understanding needs and recommending the right products

· Salary Negotiation on selection of candidates

· In sink coordination with Finance, Administration department and Management

· Prepare / Review Daily, Weekly and Monthly reports and do through Analysis / Team Reports / updates for management and raise ticketsfor new joiners, exits, and increments

· Provide end-to-end solutions for staffing requirements by identifying the suitable resources through quality recruitment process.

· Initial screening and evaluation:

· Perform initial level of technical screening through tech panels.

· Freeze joining period and organize necessary arrangements for on boarding the candidate.

· Timely feedback in terms of shortlists and rejects.

· Collate feedback from Panelists immediately after the interview by proper documentation.