Kristal Bharti

172/52 Sector 52, Gurgaon • +91 6387093703 • kristalbharti31@gmail.com

Customer service specialist with 5+ years of experience in developing and implementing strategic customer
experience initiatives aligned with organizational goals, leveraging market research and data analysis to enhance
customer journeys. My leadership ensures exceptional customer service through proactive transactional issue
resolution, online escalation management and continuous team training and development. I effectively manage
service KPI’s to elevate customer satisfaction and enhance team performance.

Experience
03/2022-PRESENT
Deputy Manager | Whirlpool of India Ltd. | Gurgaon, Haryana

• Established 2 new service franchise with 60 service personnel in Gurgaon region to boost NPS and
customer satisfaction.
• Maintained 100% customer satisfaction by implementing customer engagement strategies to enhance
customer loyalty.
• Set and execute monthly and daily targets for spares billing, AMC and KPI’s for service partners.
• Implementing incentive schemes for service partners to promote accessory sales growth.
• Enhance soft skills of service partners and train them technically on all home appliances.

JULY-2016- JUNE 2019

Area Service Executive | IFB Industries Ltd. | Lucknow, U.P

• Trained on team management, inventory allocation, backend customer support and quality operations.
• Managed franchisee operations, developed dealer relations and trained staff on customer handling.

Achievements
• Achiever of 4 Star Awards for Sales and AMC conversions at Whirlpool.
• Consecutive 6 months highest AMC achievement in North region for Whirlpool.
• Highest call closure rate averaging 5000 calls/months in Whirlpool.
• Silver Medalist ICLD at IFB Training program.

Skills
Customer escalation management • Proficient with CRM tools • Dealer management • Team leadership • Conflict
management • Soft skills training • Problem solving • MS Excel• Service strategies.

Education
MAY 2016
Bachelor of Technology (Electrical and Electronics) | Uttarakhand Technical University | Dehradun