• Supervised 5+ teams across inbound calls, chat, and email, streamlining workflows to improve retention by 15%.• Coordinated complaint resolution with QC, production, and logistics teams, achieving 95% resolution within 48 hours.• Managed customer issues using Contegris (Admin & Agent Panel) and automated chatbot workflows to cut resolution times by 30%.• Monitored performance with Excel VBA and Power BI, boosting agent efficiency by 10% and presenting actionable dashboards to senior leadership.• Collaborated with the IT team for software upgrades, enhancing user experience and reporting accuracy.• Led monthly review meetings (MRMs) with GM, COO, and MD, driving operational improvements by 10%.• Developed SOPs and policies to ensure compliance and maintain a 98% satisfaction rate.• Guided the team to leverage problem-solving skills for managing difficult customers and ensured strict adherence to TAT.• Facilitated communication between e-commerce, DDS, and customer service teams, achieving a 20% increase in sales target attainment.• Organized customer engagement initiatives, including dealer anniversary gifts, to foster loyalty.

• Supervised and managed customer service teams, including inbound calls, Outbound calls, chat and email support.• Handled online orders, ensuring accurate processing and timely fulfillment.• Monitored agent performance and provided feedback to maintain high service quality.• Implemented customer retention strategies and resolved complaints efficiently.• Developed and maintained SOPs to streamline operations and enhance productivity.• Trained teams on new policies, products, and industry updates.• Generated and analyzed reports to inform management and drive continuous improvement.

Managed and resolved customer inquiries through various channels including phone and email.Ensured timely and accurate processing of online orders, addressing any issues promptly.Developed and implemented customer service policies and procedures to enhance customer satisfaction.Coordinated with logistics and warehouse teams to ensure seamless order fulfillment.Analyzed customer feedback and provided actionable insights for product and service improvements.Trained and mentored junior staff to maintain high service standards and improve team performance.

Responsible for providing exceptional support and resolving customer inquiries via phone, email.Managed customer interactions, collaborated with departments to resolve issues, and analyzed feedback to improve service. Contributed to team training and maintained high service standards.

• Survey the residential and professional properties• Mature the deals between the owners and purchasers• Present monthly reports to GM and CEO

• Provide possible options to clients• Advertisement management.• Manage walk-in customers according to the assigned counter or assigned role• Welcome, guide and manage each walk-in customer when in the role of floor Greeter