mou bhowmik

Manage CRM-based support tickets and email/chat queries with 80%+ timely closure rate; coordinate cross-functional teams and produce weekly SLA and feedback reports to maintain service quality.

Delivered admin and CRM assistance meeting service deadlines and improved internal coordination and reporting accuracy through updated documentation and workflows.

Provided global customer support for hospitality clients via chat, email, and booking portals, handling ID verification and guest support with high accuracy.

Supervised a team of 4 for patient onboarding and follow-up, increasing upsell revenue by 15% while maintaining over 90% satisfaction scores.

Conducted operational audits for 22 centres and ensured CRM data compliance, improving data accuracy and operational controls.

Managed premium clients, renewals, and loyalty follow-ups to retain high-value customers and sustain repeat business.

Managed policy renewals and client relationships, achieving #2 regional ranking for client satisfaction through proactive service management.

Led a small sales team to top-tier performance and recognition, driving sales and client acquisition targets.

Completed a Bachelor of Science in Information Technology, awarded in 2010.

Completed a Diploma in IT and Business Administration.