POOJA SAINI

Customer Success Specialist | Elevating Client Satisfaction & Loyalty · Delhi, India

Experienced Support & CRM professional with 5+ years in B2B/B2C environments, including 3.5 years in technical support at Sparsh and 2 years in CRM operations at CashKaro. Skilled in client communication, campaign management, and user retention.

Experience

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Senior Associate

CashKaro.com · Sep 2023 – Present

Not yet confirmed

• 1.
• Handling customer complaints, providing appropriate solutions and alternatives within the time limit; following up to ensure resolution.
• 2.
• Maintaining a fast response time and great quality over all modes of customer communication (email, chat, calls, WhatsApp, YouTube & more).
• 3.
• Working cross functionally to ensure customer issues are being flagged and adequately addressed.
• 4.
• Building sustainable relationships and trust with customers through open and interactive communication.
• 5.
• Coming up with ideas and strategies to increase customer activation, retention, shopping & improving customer experience

Support Analyst

Tata Consultancy Services · Aug 2020 – Jul 2023

Not yet confirmed

• Client: CGDA PS - August 2020 to June 2023
• Role: Support Analyst
• For Public Services in sparsh module: an application for defence pensioners
• -Handling CRs as per SLA.
• -Provides technical support and guidance to resolve users' issues.
• - Directing client complaints or complex queries to relevant departments in a timely manner.
• -Communicates with users via phone, chat, email, and/or a support ticketing system to assess the scope
• of the problem and determine what, if any, resolution steps users have performed.
• - Drafts or revises user training manuals and procedures.
• -Responsible for resolving the SRs day to day basis, delivering high standards of customer service and
• achieving targets in the given time period.
• -Maintains logs of support services provided in the ticketing system or other appropriate database.
• -Develops training materials and/or provides onsite training as requested.
• -Performs other related duties as assigned.
• -Expediting serious issues to management toward prompt resolution.
• - Building positive client relations by checking in regularly and following up on active processes.
• -Maintaining client records and documenting processes.
• -Identifying potential client service concerns and facilitating proactive intervention steps.
• -Recommending product improvements based on client service feedback.

Content moderater in alibaba

Tata Consultancy Services · Feb 2020 – Aug 2020

Not yet confirmed

• client - VMATE (Alibaba)
• -Push notifications: sending location based push notifications as per users.
• - video tagging: Tagging videos as per there category and guidelines.
• - Described videos short description

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Associate Video Operation in Opera news

Opera · Jan 2019 – Dec 2019

Not yet confirmed

• - video uploading category-wise
• - video tagging: Tagging videos as per their category and guidelines.
• - Described videos' short description

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Content Writer

Joint Family Media · Nov 2018 – Jan 2019

Not yet confirmed

• -writing scripts for promos for a health care project.
• - Translation of scripts in Hindi and English

Intern

Zee Media Corporation Limited · Jul 2018 – Aug 2018

Not yet confirmed