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Pooja Bhatt

@poojabhatt

Customer care executive at DR. ITM who resolved software issues and customer escalations.

At DR. ITM, I handled critical customer escalations through LinkedIn and social platforms, and resolved application, software, and operational issues. I also worked with engineering and operations teams on service vulnerabilities and workflow quality.

At SBP Group, I managed customer inquiries, complaints, and service records across CRM platforms. I coordinated field engineers for technical complaints, tracked SLA timelines, and prepared MIS reports in Microsoft Excel.

Experience

Work history, roles, and key accomplishments

Senior Backend Customer Care Executive

DR. ITM

Nov 2025 - Aug 2026 (9 months)

Directed critical high-stakes customer escalations via LinkedIn and social platforms, serving as the manager-level resolution authority. Diagnosed and resolved technical application, software, and operational issues while upholding end-user satisfaction standards.

Escalation Management Help Desk Management Software Troubleshooting Critical Thinking Cross Functional Collaboration SLA Compliance Customer Support CRM Systems

CRM Executive

SBP Group

Administered high-volume customer inquiries, complaints, and service records across CRM software platforms with high accuracy. Dispatched and coordinated field engineers for technical complaints, ensuring rapid issue resolution and SLA compliance.

CRM Systems Customer Service SLA Compliance MIS Reporting Excel Data Analysis Workflow Optimization