Vrutika Bhatt
Chennai
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Customer Support Specialist
Camascope Pvt Ltd
Vadodara
06.2024 - Current
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Created detailed reports on customer feedback for management review.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Researched customer inquiries using available resources such as FAQs and online forums.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Assisted in developing training materials related to new products or services being released.
- Investigated customer complaints regarding product quality or service rendered.
- Prepared daily activity reports summarizing activities related to customer support requests.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Resolved issues with first call and escalated more complex issues, bugs and errors to technical department.
Customer Support Specialist
GoGoX Logistics
Chennai, India
08.2023 - 05.2024
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Configured hardware, devices, and software to set up work stations for employees.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Implemented a centralized vendor database, improving accessibility of information across departments and facilitating more informed decisions.
- Maintained database systems to track and analyze operational data.
- Strengthened vendor relationships and enhanced revenue streams by applying business development opportunities.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Helped to research, vet and onboard new vendors, set up contracts and establish connections.
- Managed vendor and contractor relations and negotiations across PAN India facilities.
Project Coordinator
Kun Aerospace Pvt Ltd
Chennai, India
08.2022 - 05.2023
- Managing Operations and Projects
- Established rapport and engaged with stakeholders to build lasting professional relationships.
- Maintained accurate documentation of all projects, facilitating efficient audits and future reference.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Maintained database and spreadsheets with accurate inventory and status.
- Analyzed project performance data to identify areas of improvement.
- Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
- Verified quality of deliverables and conformance to specifications before submitting to clients.
- Maintained open communication by presenting regular updates on project status to customers.
- Created job files for each project and maintained current data in each file.
- Developed and implemented project plans and budgets to ensure successful execution.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
Key Account Manager - Customer Service and Support
TVS Auto Assist - Mahindra First Choice
Chennai, India
10.2020 - 01.2022
- On time communication and coordinating with the customer regarding the details for projects
- Focusing on On-Time service as per customer request and requirements
- Planning and Scheduling client weekly meetings for new or changes of requirements
- Focusing on monthly turnovers
- Daily monitoring the escalations provided by the customers
- Initiating the service to the customers on time as per the customer requirements
- Conducting training to Mahindra First Choice Authorized Service Provider and taking zone wise daily review from the service provider to understand there requirements
- Maintaining and focusing on monthly turnovers for Mahindra First Choice.
Senior Customer Service and Support
TVS Auto Assist
Chennai, India
10.2019 - 06.2020
- TVS Auto Assist - Roadside Side Assistance (24/7 - 365 days) provides PAN India on road Service
- 7500 were enrolled as Authorized Service Provided (ASP) across PAN India
- Clearing ASP's Payments from Finance Department within the timeline
- Clearing ASP's Portal Queries and Enrolling new ASP in TVS Auto Assist
- Monthly Portal Training and Customer Service was provided to each state ASP scheduling with the National manager, Zonal manager and regional manager
- Encouraging the ASP by delivery them Service Appreciation Certificate.
Education
Master - Operational Management
Great Lakes Institute of Management
Chennai, India05.2022
B.Tech - Chemical Engineering
Sri Venketeswara College of Engineering
Chennai, India05.2019
Diploma - Chemical Engg
SHri Bhagubhai Mafatlal Polytechnic
Mumbai, India06.2014
Skills
- Time Management
- Appointment Scheduling
- Technical issues analysis
- Incoming Call Management
- Documentation
- Customer Education
- Product service and support
- Customer Relationship Management (CRM)
- CRM Software
Timeline
Customer Support Specialist
Camascope Pvt Ltd
06.2024 - Current
Customer Support Specialist
GoGoX Logistics
08.2023 - 05.2024
Project Coordinator
Kun Aerospace Pvt Ltd
08.2022 - 05.2023
Key Account Manager - Customer Service and Support
TVS Auto Assist - Mahindra First Choice
10.2020 - 01.2022
Senior Customer Service and Support
TVS Auto Assist
10.2019 - 06.2020
Master - Operational Management
Great Lakes Institute of Management
B.Tech - Chemical Engineering
Sri Venketeswara College of Engineering
Diploma - Chemical Engg
SHri Bhagubhai Mafatlal Polytechnic
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