Chirag Nawal

Experience

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  IEnergizer

  May 2016 - Jul 2017

  Senior Customer Service Executive

  (1) Ensure proper handling of queries regarding sales, payments, unavailability of the products. (2) Help in report management and order fulfilment by further escalating the issue if required (3) Work with the managers and team leaders in communicating the right information to the clients regarding orders. (4) Work in coordination with the logistics team and provided correct information to the clients. (5) Advise on up selling of products and services like the mobiles, tablets, phone service plans. (6) Resolve customer complaints over the chat, thus improving the overall end customer experience. (7) Handle sales support while ensuring customer satisfaction and business retention. (8) Planning/balancing resource allocation for optimal utilization and peak performance at all times. (9) Developing and reviewing policies, programs and procedures concerning to customer relations. (10) Creating & implementing workflows to facilitate improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance products and services. (11) Discussing continuous improvement initiatives and ensuring seamless integration into the production environment. (12) Handling customer escalations and Average handling Time - AHT. (13) Ensuring a high- quality customer experience, analyzing CSAT (Customer Satisfaction), elevating customer satisfaction, while adhering to the SLAs and work processes. (14) Ensuring compliance on Client SOP & Guidelines. (15) Internal business performance reviews with the teams. (16) Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Show less

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  Vedang Consultancy Service Pvt. Ltd.

  Apr 2018 - Nov 2018

  Business Development Executive

  1. Identifying new business opportunities for the company by studying & understanding the requirements related to IT system required by various organizations2. Contacting different departments of central government/state government/PSUs/private via mail or phone and arrange meetings3. Pitching products and/or services like specific modules of the ERP’s such as Asset management, File Tracking, HRMS, GIS, Project Management, Procurement and many others. as per the requirements of the organization or after studying about the working of the organization via their official websites and other resources.4. Studying the market via visiting the government organizations and meeting the officials to get to know their requirements.5. Planning new marketing initiatives.6. Attending the meetings for pre-bid, financial bid and opening of tender in Government organizations.7. Reviewing tenders of various central/state government department or organizations.8. Updating management regarding business opportunities by contacting the management, department head and the senior software developers of the organization where email marketing and corporate presentation has been done.9. Gathering relevant statistical information socio-economic survey to determine buying potential and future trends of targeted consumer group.10. Conducting regular performance, competitive and marketing analyses of high-value investment projects to determine business opportunities and get an insight into strategic decision-making.11. Working closely with CEO, Project Manager and Software Development team to build brand recognition and awareness12. Identifies and generates new ICT business opportunities to further improve market share and awareness by gaining an understanding of customers' ICT needs and promoting goods and services to these customers13. Providing back end support to existing customers and get feedbacks related to services/products provided by the company. Show less

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  ImpexDocs

  Jul 2019 - Jul 2022

  1. Determining, reviewing criticality and prioritizing resolution of issues.2. Offering direct customer service and software support to user through phone, email and team meetings.3. Record customer change requests, issues and software change requirements on Freshrelease.4. Guide clients to use self-help resources.5. Using Freshdesk to interact with clients and raise tickets on Freshrelease.6. Getting the tickets raised on Freshrelease resolved by coordinating with development team either through calls, team meeting and chats.7. Escalating the major software issues effecting multiple companies to the CEO and senior developer. Show less 1. Training and assisting new employees that joins the company.2. Working as a part time quality analyst, checking the Request for Permit (RFP) raised for various commodities, by the employees, finding their mistakes and reporting them to team leader and manager.3. Reviewing Certificate of Origin, Pre-receival advise, RFP, EDN raised by the team members if and when required.4. Motivated team members to achieve the task in a competitive work environment so that everyone can meet the organization goals Show less 1. Raising RFP, PRA, EDN, COO for clients by going through their requirements.2. Understanding the customer requirements, assisting them in export documentation, completing the assigned tasks accurately and in timely manner with the desired results.3. Prioritizing the tasks whenever required so that vital tasks are performed on priority basis and don't miss their deadlines.4. Shared correct and accurate information with co-workers and clients whenever required.5. Implemented good ability of speech and writing skills to listen to team members and clients, to analyze the requirements, and complete the tasks in a timely manner.6. Getting the RFPs authorized by Australian government.7. Getting Certificate of Origin stamped by the chamber.8. Contacting Australian government, customs and chamber if and when required. Show less

  • Software Support Executive

    Jan 2022 - Jul 2022

  • Subject Matter Expert

    Nov 2020 - Dec 2021

  • Customer Service Officer - Export Documentation

    Jul 2019 - Oct 2020
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  ImpexDocs

  Sept 2022 - Aug 2023

  Customer Success Officer
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  Dog Trailblazers

  Jan 2024 - now

  Proprietor

  Providing Pets i.e. Cats & Dogs, products related to them and services like dog hostel, grooming, mating services and pet walking