Open to opportunities

Sonal Roy

@sonalroy

Message

I resolve customer billing, order, account, and service issues across U.S. and Indian support channels.

India

Message

What I'm looking for

I'm looking for a customer support, account management, or relationship management role where I can resolve customer issues, build strong client relationships, and use CRM tools to deliver high-quality service.

I've supported U.S. merchants at Orion IT Services, handling account inquiries, service requests, and Merchant Cash Advance solutions while maintaining accurate Salesforce records.

Previously, I resolved order, payment, and billing concerns at Tech Mahindra, focusing on timely resolutions and smooth transactions. At iEnergizer, I supported Airtel's premium clients with personalized service and issue resolution.

With 2.5+ years in the BPO industry, I bring active listening, de-escalation, customer relationship management, upselling, and reliable support across voice, email, and chat channels.

Experience

Work history, roles, and key accomplishments

Account Manager

Orion IT Services

Aug 2023 - Dec 2024 (1 year 4 months)

Provided customer support for The LCF Group, assisting U.S. merchants with account inquiries and service requests. Sold Merchant Cash Advance products and logged interactions in Salesforce CRM.

Salesforce Customer Support Sales Merchant Cash Advances Account Management

Customer Support Representative

Tech Mahindra

Nov 2022 - Jun 2023 (7 months)

Handled customer inquiries and resolved concerns related to orders and payments. Assisted with billing issues and ensured accurate transactions.

Customer Support Order Management Billing Support Problem Solving

Relationship Manager

iEnergizer

Apr 2021 - Nov 2021 (7 months)

Provided customer support for Airtel's premium clients, addressing service-related queries and resolving issues. Ensured a high-quality, personalized customer experience.

Customer Relationship Management Customer Support