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ContactEducationPHONE NUMBER AVAILABLEPhoneEMAIL AVAILABLEEmailNaperville, IllinoisAddressVeni MarwahAs a devoted Customer Service Manager at Geanis World, I strive to deliver exceptional customer service and prioritize the needs of my clients above all else. With over eight years of experience in the customer service industry, I have consistently exhibited my analytical and decisive approach, which has led to successful outcomes for my clients. My strong interpersonal skills have allowed me to build and maintain long-lasting relationships with clients and business partners. I am also highly skilled in multitasking and adapting to new technology, which enables me to offer innovative and effective solutions to even the most complex business challenges. Experience2002 - 20072020 - 2023Yatra.com - Senior ConsultantDelhi University, India Geanis World - ManagerB.com ( Accounting )ExpertiseLanguageCustomer Service ManagerCertificationCertified scrum master ( CSM ) fromScrum AllianceCross-functional communicationRisk Assessment and ManagementAnalytical ThinkingCoaching and MentoringSales and MarketingProject ManagementAgile MethodologyEnglishHindiPunjabiManage large amounts of incoming callsGenerate sales leadsBuild sustainable relationships and trust with customer accounts through open and interactive communicationProvide accurate, valid and complete information by using the right methods/toolsMeet personal/customer service team sales targets and call handling quotasFollow communication procedures, guidelines and policies.Handling the team of 10 people.Providing direction and guidanceUnderstanding the strengths and weaknesses of team memebers Solving problems and resolving the issuesOrganizing task and helping in acheiving the goals.- Handled an average of 80 customer inquiries andcomplaints per day with a 96% customer satisfaction rate as a consultant.- Maintained a knowledge base of the evolving product offerings and proactively recommended new products to existing customers- Documented customer interactions to reduceonboarding time by 15% when new customer servicerepresentatives interact with customers- Maintained up-to-date customer records in Yatra.com while interacting with customers across email, phone, and social media- As a team leader, I always understood my team's requirements to work efficiently.-Organized and facilitated daily standup meetings, reviews, and estimations to improve the work. Assisted in team development, and leveraged organizational resources to improve capacity for project work