Poonam Chaudhari

About Poonam Chaudhari

With over a decade of experience in customer service management, I have a proven track record of successfully monitoring, analyzing, and improving customer service deliverables. My expertise in conducting performance analysis and generating reports, along with my ability to lead and coach teams on process improvements, has helped me ensure customer satisfaction and retention.In my current role as a Manager of Customer Service at V-TRANS India Ltd, I am responsible for monitoring PAN India customer service and key accounts team and processes. I analyze service performance failures, identify root causes, and present them to senior management, along with preventive action plans. I also conduct digital feedback surveys, analyze customer reviews, and share analysis reports with senior management. Additionally, I prepare customer presentations for review meetings and support Customer Development Plans from a future business perspective. In my coaching and training responsibilities, I provide my team with training on customer service, key accounts process and policies, soft skills, effective customer handling, complaint handling, and business development strategies.Prior to my current role, I worked as a Sr. Executive at TNT India Pvt. Ltd and as an Assistant Manager at Deccan\'360 Cargo & Logistics Ltd and EXPRESSIT Logistics Worldwide Ltd. In these roles, I provided solutions to customer enquiries and complaints, responded to escalation calls, executed analysis of service performance, managed import desk for customers, and oversaw station performance. I also supported recovery departments in the collection of payments and reversals.In addition to my experience, I hold an MBA in Client Relationship Management from the Indian School of Technology & Management and a diploma in Training & Development from ISTD. I have also completed my Bachelor of Commerce from the University of Mumbai with a focus on accounts, economics and management, computer applications, and financial accounting.Throughout my career, I have been pivotal in implementing virtual contact center (IVR based) processes, designing manuals for customer service and key accounts policy and process, and launching digital feedback survey systems through an online portal.

Experience

1. Senior Manager Customer Service

   V-Trans (India) Ltd

   Sep 2023 — Present · Mumbai, IN

Education

• Mumbai University Mumbai

  Bachelor of Commerce (B.Com.), Business/Commerce, General

• Indian Society for Training & Development (ISTD)

  Training

• Indian School of Technology and Management

  Executive MBA, CRM