- Analyzed customer service processes and workflows to identify inefficiencies and areas of improvements. - Gathered and analyzed data related to customer interactions, feedbacks and service metrics to identify patterns, trends and areas of optimization. - Created process maps and documentations that outlined customer's journey, documenting key touchpoints and systems used.- Recommended Solutions and improvements to streamline processes and enhance overall customer experience.- Collaborated with cross-functional teams to implement process improvement and ensure alignment with organizational goals. - Developed and delivered training programs to educate customer service teams on new process, tools and best practices. - Leveraged technological solutions such as CRM tools, Ticketing softwares and workflow automation tools to support process optimization efforts. - Implemented quality assurance metrics to maintain service excellence and adherence to established protocols.- Monitored the effectiveness of Implemented changes to drive continuous improvement.

• Managed Salesforce application user profiles, roles, permission sets and generating security tokens.• Developed workflow rules and defined related tasks, time triggered tasks, email alerts and field updates to implement business logic.• Created profiles and implemented object level, field level and record level security, managed roles and visibility settings.• Designed, developed and deployed custom objects, custom tabs, page layout, record types to meet business requirement.• Created public groups and implemented role hierarchies, sharing rules and record level permissions to provide shared access among different users.• Created various Reports and Dashboards per business requirements.• Accomplished all tasks and projects thoroughly and with a high level of accuracy meeting up with deadlines.• Created processes to ensure proper data management within Salesforce, including setting up validation rules, matching rules and duplicate rules to proactively prevent data duplication.• Designed a business process for an Automobile Service Center to track customer cars and service visits to the service center.Skills: Data Management ▪︎ Salesforce Lightning ▪︎ Salesforce Sales Cloud ▪︎ Salesforce Service Cloud ▪︎ Chatter ▪︎ Communication ▪︎ Customer Relationship Management (CRM) ▪︎ Attention to Detail ▪︎ Reports and Dashboards

• I engage customers daily through inbound and outbound calls, chats and emails, following laid down procedures and guidelines. • I respond to customer complaints by asking follow up questions to ascertain the likely cause of the problem and provide necessary solutions to the service problem and escalate if necessary.• Log all customer complaints, enquiries and service requests in the provided application for proper documentation.• Attracted potential customers by answering related questions and suggesting information about other services.• I contributed to my team's effort by accomplishing related results as needed.• Achieved customer satisfaction and loyalty via first call resolution.• Recommended potential service to management by collecting customer information for analyzing customer needs.• Gathered and updated customer data base to ensure reliability.• Cross sell and up sell all company products and services.• Educated customer on all company products and services.

• Contributed to the daily production of the News bulletin.• Developed News scripts, editorials, and press releases.• Monitored live TV News programs and generated News worthy items from them.• Recorded voice overs for News scripts and adverts.• Conducted News interviews and Vox-pop.