Sonia Sehgal

Accomplished Customer Support Specialist & Client Success Professional with over 9.5 years of experience delivering exceptional customer experiences in high-stakes, international environments. Proven track record in handling critical escalations, managing high-volume inbound/outbound voice support, and navigating complex customer workflows while strictly adhering to SLAs. Adept at cross-functional collaboration, empathetic problem-solving, and leveraging CRM systems and data-driven insights to maintain outstanding CSAT and NPS scores.

[email protected] +91 97161 65574 Delhi, India
LinkedIn
0
Languages
0
Skills
0
Certifications
Work Experience
Deputy Manager Assisted services team
Matrimony.Com Limited
Feb 2014 — Jul 2022
  • Managed high-volume inbound and outbound customer calls, ensuring strict adherence to quality guidelines, service protocols, and first-contact resolution targets
  • Guided users through complex platform features and matchmaking workflows, actively listening to customer needs to resolve friction points and deliver personalized solutions
  • Analysed customer feedback and satisfaction scores to identify recurring service issues, proposing and implementing workflow enhancements that improved overall customer experience
  • Successfully mediated and de-escalated high-priority customer concerns, restoring trust and maintaining long-term engagement across diverse customer profiles
  • Trained and on boarded new customer support and relationship team members on service excellence, communication etiquette, and internal ticketing systems
  • Collaborated with technical and public relations teams to address system bugs and ensure seamless communication during platform updates
Senior Client Support & Account Manager (Offshore)
Flying Colour Business Setup Services (UAE)
Nov 2023 — Dec 2024
  • Delivered high-touch voice, email, and virtual support for a portfolio of 150+ international clients across the UAE and global markets, achieving 100% retention through proactive communication and responsive service
  • Spearheaded a specialized escalation desk to resolve complex, sensitive client issues; designed and implemented a structured follow-up protocol that significantly reduced average response turnaround times
  • Partnered closely with internal operational, legal, and delivery teams to identify processing bottlenecks and ensure client deliverables were executed strictly within promised SLAs
  • Maintained detailed, real-time CRM records of all customer interactions, tracking service milestones and ensuring complete compliance with documentation standards
  • Monitored daily and weekly customer satisfaction and inquiry metrics, translating feedback into actionable service delivery improvements
Skills
Customer Support & ServiceInternational Voice & Digital SupportDe-escalation TechniquesCustomer Trust & RetentionSLA & KPI AdherenceWorkflow OptimizationProcess ImprovementRoot-Cause AnalysisCRM Administration
Education
Post Graduate Diploma in Business Administration & Marketing
Symbiosis Centre for Distance Learning (SCDL)
Bachelor of Arts
Delhi University
Certifications
MS Power BI
Advanced Excel
VBA Macro
SQL
Python with Machine Learning
Languages
English
Fluent
Hindi
Fluent
Punjabi
Fluent
Personal Details
Date of Birth
Apr 1979
Gender

Female

Hobbies

Cooking and Meditation

Last updated 1 hour agoMade with freecv.org