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Neha Purohit

@nehapurohit

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Customer support manager at SUTA who improved ticket management and resolved 200+ customer inquiries.

India

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What I'm looking for

I'm seeking a senior position where I can use my abilities and grow along with the company.

At SUTA PRIVATE LIMITED, I managed customer support and a team of support supervisors, while resolving customer concerns across chat, phone, and email. I helped transition the team to a new ticketing system and resolved 200+ inquiries about shipment delays, order mistakes, and cancellations.

At Reliable Fashions India Pvt Ltd, I supported customers of Indinoor Jewellery with product questions, orders, returns, repairs, and after-sales service. Earlier, at ECLINICALWORKS PVT LTD, I conducted customer satisfaction surveys, reviewed service quality, and documented repeat issues to support process improvements.

Experience

Work history, roles, and key accomplishments

Assistant Manager – Customer Support

Reliable Fashions India Pvt Ltd

Feb 2025 - Oct 2025 (8 months)

Served as the primary point of contact for customer queries across channels, handling end-to-end resolution of issues related to product inquiries, orders, returns, exchanges, repairs, and after-sales support. Coordinated with internal teams and managed escalations to ensure timely resolution and high customer satisfaction.

Customer Service CRM Help Desk Documentation Escalation Management Product Knowledge Communication Skills Problem Solving

Senior Manager – Customer Support

SUTA Private Limited

Oct 2020 - Sep 2023 (2 years 11 months)

Managed customer support for an e-commerce company, overseeing a team of support supervisors in a high-volume contact centre. Resolved over 200 customer inquiries and complaints, spearheaded the transition to a new ticketing system, and conducted training sessions to improve team performance.

Customer service management Team Leadership CRM Ticketing Systems Payment Gateways Data Analysis Process Improvement Training CSAT Retention

Customer Relationship Executive

eClinicalWorks Pvt Ltd

Mar 2012 - Jul 2018 (6 years 4 months)

Conducted surveys to assess customer satisfaction with resolutions provided by Technical Account Managers. Handled customer grievances, performed quality checks on C-SAT cases, and prepared documentation of repeatable issues to improve service efficiency.

Customer Satisfaction Surveying Quality Assurance Documentation Communication Skills Problem Solving

Customer Service Representative

WNS Global Services Pvt Ltd

Jun 2010 - Jan 2011 (7 months)

Handled customer interactions, managed collections follow-ups, and resolved customer questions regarding account issues. Shared best practices with colleagues to help achieve sales targets and maintained a customer service focus.

Customer Service Collections Communication Skills Problem Solving Sales Support