Role Summary

Managed email-based customer support, online reputation monitoring, and quality analysis of sales calls. Focused on maintaining brand image, improving customer communication, and ensuring sales process compliance through structured audits.

Key Responsibilities

Email Support & Customer Communication

• Handled customer queries, complaints, and service requests via email

• Ensured timely, accurate, and professional responses

Online Reputation Management

• Monitored reviews and feedback across digital platforms

• Responded to customer reviews to maintain positive brand perception

Quality Analysis – Sales Call Audits

• Audited sales calls to evaluate communication quality and compliance

• Identified gaps in sales approach and provided actionable feedback

Process Improvement & Compliance

• Ensured adherence to communication standards and SOPs

• Recommended improvements in customer handling and sales techniques

Reporting & Documentation

• Maintained audit reports, feedback logs, and performance tracking

• Shared insights with management for process enhancement

Key Achievements

• Improved response quality and turnaround time in email support

• Strengthened brand reputation through effective review management

• Enhanced sales quality via structured call audit feedback

Skills & Competencies

Email Support | Online Reputation Management | Quality Analysis | Sales Call Auditing | Customer Communication | Process Improvement

Business Impact

Enhanced brand credibility and sales effectiveness by ensuring high-quality customer communication, maintaining online reputation, and improving sales performance through data-driven call audits.