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Swati User

@swatiuser4

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Assistant Manager in Customer Relations with 12 years' experience driving team performance.

India

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What I'm looking for

I am seeking a customer-focused role where I can lead and develop teams, improve processes, and drive excellent customer experience within a collaborative, growth-oriented company.

I am an Assistant Manager in Customer Relations with 12 years of experience and three years in managerial roles, focused on delivering exceptional customer service and improving operational workflows.

I have led and trained customer service teams, conducted performance assessments, and managed staffing and onboarding to ensure consistent service quality and compliance.

My background includes catalog content management, CMS uploads, CRM tools (Zendesk, Freshdesk, Zopim, D365), and coordination with logistics to optimize order execution and fraud prevention.

I have been recognized with multiple internal awards for performance and teamwork, and I bring strong interpersonal, leadership, and process-improvement skills to roles that value customer experience and team development.

Experience

Work history, roles, and key accomplishments

Assistant Manager - Customer Relations

Jaypore

Jan 2021 - Jan 2024 (3 years)

Led a customer service team to meet quality goals, implemented training and performance assessments, and managed escalations and grievance cases to resolution, improving operational compliance and onboarding efficiency.

Customer Relations Team Leadership Zendesk Freshdesk CRM Performance Management Onboarding

Senior Customer Relations Executive

Jaypore

Jan 2017 - Jan 2021 (4 years)

Managed customer inquiries and complaints, coordinated with logistics to ensure order execution, identified fraudulent orders to reduce losses, and improved cross-functional issue resolution.

Customer Support Order Management Fraud Detection Logistics Coordination CRM Client Relations

Senior Catalog Content Writer

Jaypore

Jan 2016 - Jan 2017 (1 year)

Supervised catalog team workflow, gathered product data from sourcing, and proofread product descriptions to improve website content accuracy and quality.

Content Writing Proofreading CMS Product Research Team Supervision

Process Associate / Catalog Analyst

Suntec Web Services

Jan 2012 - Jan 2016 (4 years)

Uploaded and maintained product content in CMS per client requirements, researched catalog categories, and handled email queries for a UK client to support product and order information.

CMS Upload Product Research Email Support Client Communication