Prerna Rathi

Customer Service Specialist @Costa Coffee

London, GB

Manage bulk orders and corporate client requests, ensuring 100% fulfilment accuracy for business customers (e.g, local offices, event catering).• Acted as liaison between store and regional supply chain teams to coordinate product availability, reducing delivery issues by 25%.• Created detailed logs and reports for weekly business accounts, helping management track sa les and customer Retention.• Built and maintained strong relationships with local business clients, contributing to a 20% increase in repeat B2B orders.• Worked closely with area managers to identify client feedback trends, supporting service improvements across multiple branches.• Resolved customer queries and complaints in real time, reducing negative feedback incidents by 30% within 6 months.• Developed upselling strategies that increased average transaction value by 15%, directly contributing to branch revenue targets.