Sangita Guha
@sangitaguha
I improve customer satisfaction through quality audits, coaching, and customer support.
IndiaWhat I'm looking for
I'm improving customer satisfaction and product quality at Tech Mahindra by conducting detailed telecommunications audits, identifying compliance gaps, and escalating findings to senior personnel.
Previously, I resolved product and service queries as a Customer Care Associate, troubleshooting defective products, researching inquiries, and collecting call data to provide actionable feedback to managers.
My customer service background also includes travel planning and itinerary coordination at Meiticket World, Cox and King, and Nomads Holidays. I've improved CSAT and FCR through agent coaching, data-driven feedback loops, root cause analysis, corrective action plans, CRM software, Excel, and analytics reporting.
Experience
Work history, roles, and key accomplishments
Conducted thorough audits to enhance product quality and ensure compliance with industry regulations. Identified non-compliance issues and reported to senior personnel, improving overall customer satisfaction.
Resolved customer queries and issues related to products and services through calls, providing troubleshooting and maintaining positive customer relationships. Contributed to continuous improvement by collecting call data and providing feedback to managers.
Senior Travel Customer Care Executive
Meiticket World
Sep 2018 - Nov 2019 (1 year 2 months)
Planned and coordinated domestic and international travel packages, suggesting unique itineraries and selling packages to clients. Prepared customized itineraries to suit client preferences and budgets.
Senior Customer Service Executive
Cox and King
May 2018 - Sep 2018 (4 months)
Planned and coordinated domestic travel packages, created a database of unique itineraries, and handled customer inquiries and bookings.
Trained Customer Service Executive
Reliance Communication
Mar 2016 - Nov 2016 (8 months)
Handled customer complaints and provided effective solutions, managing new connection requests for SIM cards.
Customer Care Executive and Itinerary Planner
Nomads Holidays Pvt Ltd
Dec 2016 - Dec 2017 (1 year)
Planned and coordinated domestic travel packages, handled customer inquiries, and coordinated with agents for packages.
Education
Degrees, certifications, and relevant coursework
Sardar Patel Mahavidyalaya
Bachelor in Computer Application, Computer Application
2014 - 2014
Pursued a Bachelor in Computer Application at Sardar Patel Mahavidyalaya in 2014.
Dinanath Junior College
Higher Secondary Schooling
2011 - 2011
Completed higher secondary schooling at Dinanath Junior College in 2011.
Mount Carmel Convent High School
Secondary School Certification Exam
2009 - 2009
Completed secondary school certification exam at Mount Carmel Convent High School in 2009.
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
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