Estello Dsouza

Customer Service Team Lead Global @Smartbooqing

Pune, IN

Handling Client Requests Across Globe (Via- Email, Live Chats) Handling Client escalations with highest level of customer satisfaction and the lowest rate of customer defection. Handling irate clients by empathizing. Continuously refine and improve the quality of customer interaction, satisfaction and retention by working towards improving standards, providing the best facilities and the highest technical skills. Conducting survey and polls to generate customer feedbacks report. Sensing the urgency of the client request and setting priorities for the service delivery without defeating the SLA. Communicating and encouraging with the internal team to act promptly without any delay in documents processing and achieving the targeted goals set by the management. Daily/Fortnightly conducting calls on customer feedbacks and reviews Screen-sharing session with clients across the globe for quick solution by upholding data protection and information security. Handholding new clients at the initial stage by helping them to navigate the product and sharing knowledge about the same. Monitoring and controlling SLA. Managing daily Operations tasks with internal group Coordination. Setting priority for the process leak fixe with the developers along with the management intervention to avoid show stopper Editing and Lining Knowledge Base articles (KB Articles) Handling Key Productivity indicator report (Support Desk) Quality controlling. Associated with Sales Team for new client requests & Features Fortnightly discussion with the top management on sales targets and revenue generation. Analysing the show stopper areas & Planning actions to mitigate Preparation of new feature release notes and publication to clients.