Apr 2023 – Sep 2025 · 2 yrs 5 mos · Mumbai Metropolitan Region · Hybrid

• Lead Generation & Sales Growth: Generated 70% of total leads, contributing to 10-15% of overall business revenue.
• Customer Relationship Management (CRM): Managed CRM operations for pre- and post-sales, ensuring seamless client interactions and increasing retention.
• Team Leadership & Audits: Led a team of 4 agents, conducting quality audits, training, and performance analysis to optimize efficiency.
• Social Media & Digital Engagement: Spearheaded customer interactions across Instagram, Facebook, and WhatsApp, improving response time and engagement rates.
• Reservation & Revenue Management (Stay ALYF): Managed rental business operations, developed pricing strategies, and optimized occupancy rates to maximize revenue.
• Process Optimization & Business Growth: Identified operational gaps, implemented improvements, and enhanced lead conversion and customer retention strategies.
• Cross-Department Collaboration: Worked closely with marketing, sales, and operations teams to develop targeted campaigns and improve customer experience.

Apr 2022 – Apr 2023 · 1 yr · Mumbai, Maharashtra, India · On-site

• Resolved customer complaints about food order delivery through calls, email and WhatsApp chat. Worked closely with marketing team to enhance the brand image.
• Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
• Monitored customer surveys and feedback to develop corrective actions for service-related issues.
• Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
• Led weekly team meetings to discuss performance metrics, encouraging a culture of continuous improvement and excellence.

Jun 2019 – Apr 2022 · 2 yrs 10 mos · India

• Managed emails related to queries from retail and resale customers, along with shippers. Supported clients in resolving financial disputes over email.
• Collaborated with calling, marketing, and payment teams to resolve client cases.
• Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
• Identified and implemented correct solutions to client issues first-time around within established time limits
• Planned and executed new strategies to increase C-SAT and Quality audits.

Aug 2017 – Mar 2019 · 1 yr 7 mos · Navi Mumbai, Maharashtra, India · On-site

• Managed escalation calls effectively.
• Responded to customer calls and emails quickly to reduce on-hold durations.
• Handled high volume of customer calls efficiently and provided support and guidance to customers.
• Maintained customer records by updating account information.
• Formulated policies to align with industry service standards.
• Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.