Pawan Verma

Experienced Customer Support Professional with expertise in handling customer inquiries via phone, email, and CRM platforms. Skilled in team management, issue resolution, customer relationship management, and delivering high levels of customer satisfaction. Successfully led a team of 5 members while ensuring efficient service delivery and operational excellence.

Lead and motivate a sales team to achieve and exceed monthly performance targets. Handle customer queries, complaints, and escalations ensuring swift resolution. Monitor daily operations and SLA adherence across the team. Conduct daily briefings, one-on-one coaching, and performance reviews. Prepare MIS reports, track KPIs, and present findings to management. Identify process gaps and implement improvements to boost team efficiency.

Managed inbound and outbound customer interactions for cab booking services. Provided accurate information to customers and ensured a positive experience. Resolved complaints, tracked grievances, and escalated unresolved cases. Consistently met and exceeded individual sales and conversion targets. Maintained strong product knowledge to upsell and cross-sell services. Documented customer interactions accurately in the CRM system.