poonam patil

Data Science enthusiast

Nagpur, India 6+ yrs exp 82 · Excellent

About

CRM Professional with nearly 6 years of experience in handling Customer Support & Development Activities, Ticket Raising, Contracts & Tender Reviews, Channel Distribution Management, Marketing Support, Customer & Commercial Query Handling, Office Administration, Business Development Activities etc.

Skills & Expertise (7)

API Intermediate

6.5/10

Years Exp

Excel Advanced

6.0/10

Years Exp

Postman Intermediate

6.0/10

Years Exp

JavaScript Intermediate

5.5/10

Years Exp

Zoho Intermediate

4.5/10

Years Exp

Freshdesk Intermediate

4.5/10

Years Exp

PowerBI

Work Experience

Executive – Customer Support

Pinnacle Teleservices pvt Ltd

Apr 2024 - Present

Proficient in data analysis techniques and tools. Familiarity with database performance tuning and optimization. Experience with data migration, transformation, and integration processes. Strong problem-solving and troubleshooting skills. Excellent communication and collaboration abilities. Works on API testing tools like postman. Understanding of Get and Post API methods. Understanding and working knowledge of Customer Relationship Management software such as ZOHO, Freshdesk etc. Gain a comprehensive understanding of the company’s products and services. Monitor database performance, identify bottlenecks, and propose solutions for optimization. Conduct data analysis to identify trends, patterns, and insights that support business decision-making. Troubleshoot and resolve database, Application issues, including data performance problems. Maintain documentation and standard operating procedures. Assist in data migration, transformation, and integration activity. Provide customer support through email ticketing system, remote sessions, and phone calls. Resolve customer complaints and address their queries promptly and effectively. Offer detailed information about the products and services to customers. Maintain records of all customer communications for future reference. Strive to provide exceptional customer service and ensure customer satisfaction. Follow up with customers to gather any further information or address additional needs. Collect feedback from customers to improve the quality of services. Contribute to the company’s knowledge base by documenting important information and updates. Foster and maintain positive relationships with clients. Uphold the quality and standards of the services provided.

Customer support Manager

Walmark Meditech Pvt. Limited

Oct 2012 - Nov 2013

Follow up with customers to ensure their technical issues are resolved. Gather customer feedback, conduct customer surveys and share insights with the Product, Sales, and Marketing teams. Maintain financial accounts by processing customer adjustments. Recommend potential products or services to management by collecting customer information and analyzing customer needs. Maintain weekly reports on customer inquiries, responses, and feedback to develop customer service analytics and trends. Assist in training peers on improving customer support service.

Officer (Customer Support)

Pix Transmissions Limited

Jan 2010 - Dec 2010

Respond to customer queries in a timely and accurate way, via phone, email, or chat. Identify customer needs and help customers use specific features. Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution. If unable to resolve the issue directly, then route customers to the appropriate personnel for assistance. Analyze and report product malfunctions. Convert potential customers by answering product and service questions. Monitor customer complaints on social media and reach out to assist. Share feature requests and effective workarounds with team members. Inform customers about new features and functionalities. Update internal databases with information about technical concerns and useful discussions with customers. Follow up with customers to ensure their technical issues are resolved. Gather customer feedback, conduct customer surveys and share insights with the Product, Sales, and Marketing teams. Maintain financial accounts by processing customer adjustments. Recommend potential products or services to management by collecting customer information and analyzing customer needs. Maintain weekly reports on customer inquiries, responses, and feedback to develop customer service analytics and trends. Assist in training peers on improving customer support service.

Financial Planning Consultant

Aviva Life insurance

Sep 2007 - Feb 2009

Helps clients create financial plans to achieve their goals. Answers financial questions and addresses concerns. Responds to client calls and emails promptly. Builds long-term client relationships. Brings in new clients and manages a book of business. Analyzes market and economic trends. Stays up to date on relevant government policies. Maintains client confidentiality. Collaborates with other financial planners. Develops strong client relationships and has excellent client services skills. Communicates financial information clearly and has strong written and verbal communication skills. Manages multiple client accounts simultaneously and has good time-management skills. Works well independently and with colleagues.

Admin In charge

ICICI Prudential

Oct 2006 - Apr 2007

Coordinating office activities and operations to secure efficiency and compliance to company policies Supervising administrative staff and dividing responsibilities to ensure performance Keep stock of office supplies and place orders when necessary. Coordinate office activities and operations to secure efficiency and compliance to company policies Supervise administrative staff and divide responsibilities to ensure performance Manage agendas/travel arrangements/appointments etc. for the upper management. Manage phone calls and correspondence (e-mail, letters, packages etc.)Support budgeting and bookkeeping procedures .Create and update records and databases with personnel, financial and other data. Track stocks of office supplies and place orders when necessary. Submit timely reports and prepare presentations/proposals as assigned .Assist colleagues whenever necessary