Gazal Dugar

Client : Amazon

Interact directly with customers via phone, email, chat, mobile chat and Alexa, using cutting-edge tools to navigate customer accounts, research and review policies and provide effective solutions.

Manage over quality and consistency of data captured across all customer touch points including website, stores, competitions, call centre and in store events.

Present monthly reports and analysis to managers on growth of the marketable customer database, developing initiatives to help improve and drive in store data capture including in store events and staff incentive schemes.

Run quarterly data capture workshops with staff, educating them on the importance of capturing good quality data and its uses in driving customer retention and loyalty.

Work with CRM Manager and CRM agency to implement tactical customer lifecycle marketing campaigns via email and direct mail following the completion of a full customer segmentation analysis.

Create a monthly CRM KPI using data from the monthly KPI meetings with the CRM agency, and present these at the monthly in managers meeting.

Work with the CRM Manager and Manager, developing a customer clienteling programme, targeting the highest value customers; supporting the CRM Manager in the development of a suite of email and direct mail communications including a welcome programme for these customers.

Report to the CRM Manager you will be responsible for helping to drive customer loyalty and retention both online and in store through the delivery of insights and targeted customer communications.

Working alongside the CRM Manager and the external CRM agency, this role will be pivotal in demonstrating the value of putting the customer at the heart of the organization as the business continues its rapid expansion locally and internationally.

Built relationships with customers and community to establish long-term business growth.

Achieved sales goals and service targets by cultivating and securing new customer relationships.

Resolved problems with high-profile customers to maintain relationships and increase return customer base.

Collaborated with upper management to implement continuous improvements and exceed team goals.

Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.

Client : Google

Forum Escalation: Google Forums and Customer support via Emails, Escalations, Internal escalation for Products, Tools, and other products related issues

CSAT and DSAT: Customer satisfaction and dissatisfaction related to Google products, data analysis and product development

AHT Project: Average Handling Time for 2SV Process (G mail a/c)

Handled live chats, emails, and customer on voice when required

Trained 40 members consists of combination of theoretical training and practical experience in a company

Worked on Microsoft Excel/word and have looked into T1,T2,T3 methods for quality control

Investigate, identify and prevent/ remove product quality issues by reviewing accounts, transactions, user-generated content, advertisements, local business listings and/ or search results in order to enforce product-specific policies

Retention Strategy and planning; Develop/support overall strategy to reduce attrition and improve reactive retetion bottom line impact

Recorded and monitored Key results areas such as Shrinkage, Attrition, Occupancy, Utilization, NPA(Net Promoter score), Quality Service level and service level agreement and Customer satisfaction

Continuous data that can use to evaluate distribution or variation of data over a range on bar charts - Histogram, It used to illustrate major features of distribution of data in convenient form

Quality management and quality control are done with certain techniques i.e Histogram, Fishbone which explain us root case, effects and problems which use for brain storming

Stratification Procedure which use as Flow/Run Chart is way to organise data, and in particular of separating data into meaningful groups

Respond to customer inquiries via multiple communication channels (phone, email, chat, etc.)

Document customer feedback and share insights with team to improve processes

Developed training materials, SOPs and work instructions to supplement new team member onboarding.

Effectively communicate with clients through telephone, face-to-face and written communication

Responded to customer inquiries and queries to provide thorough and speedy resolutions

Built strong relationships with field operations team to support business development opportunities and improve service

Followed up with customers about resolved issues to maintain high level standards of customer service

Providing excellent customer care by responding to requests, assisting with product selection and handling ordering functions

Assisted marketing team on short-term and long-term promotional projects and provided regular updates on status and progress

Answered multi-line phones and used active listening skills to assess client's issues and challenges

Employed comprehensive benchmarks to establish and monitor customer service standards

Maintain accurate and current database, Identify and develop sources of potential clients, customer contact, client entertaining & promotional event

Public Relations - Handling viable clients and promoting services

Training & Development.