Sohini Banerjee

Experience

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  Hoichoi

  Apr 2021 - Jul 2021

  Customer Service Intern

  Engaged in the swift investigation and resolution of customer inquiries and complaints, demonstrating a commitment to efficient problem-solving. Achieved an impressive conversion rate by reactivating over 84% of expired subscriptions. Actively contributed to customer education by imparting knowledge on billing, payment processing, and support policies and procedures. Offered precise information regarding promotions, customer programs, and products, playing a key role in fostering high customer retention rates. Show less

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  BYJU'S

  Jul 2021 - Dec 2022

  Dedicated efforts were made to mentor students in their academic pursuits, offering support in areas such as study techniques and time management. Handling a daily load of more than 70 leads, proactive measures were taken to consistently elevate customer satisfaction levels by adhering to established SLAs and KRAs. Notably, a high success rate was achieved in retaining over 91% of customers. Demonstrated a consistent commitment to inspiring and guiding customers, actively engaging in addressing their inquiries and concerns with a focus on achieving satisfactory resolutions. Additionally, played a pivotal role in internal communication responsibilities. The ongoing effort was dedicated to maintaining and enhancing customer satisfaction scores, reflecting a dedication to fostering positive interactions and relationships with customers.

  • Issue Resolution Expert

    Apr 2022 - Dec 2022

  • Customer Success Specialist

    Jul 2021 - Mar 2022
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  Hera

  Jan 2023 - Jun 2024

  Customer Success Manager

  Was responsible for overseeing and improving the quality of customer service operations to ensure customer satisfaction and loyalty. Through data analysis and collaboration across teams, identified improvement areas, optimised processes.