Simmi Chhetri profile photo 1 on Tal

Simmi Chhetri

Global Customer Support & Success Specialist | Sales Development | CRM | Issue Resolution | Client Retention | US/UK Markets | Remote Ready

Dehradun

6+ years of work experience

Carnival Corporation
Nov 20241 yr 4 mosFeb 2026

• Managed high-volume interactions across email, chat, phone, and face-to-face channels, delivering prompt and professional support to international customers. • Handled payment processing, booking confirmations, and customer record updates, maintaining accuracy across transactions and documentation. • Resolved customer issues and escalations by identifying root causes and coordinating with internal teams for timely resolution. • Maintained detailed CRM records and follow-up logs in Salesforce and HubSpot, ensuring continuity, traceability, and data accuracy. • Supported customer engagement and retention through proactive follow-ups, personalized communication, and clear issue resolution. • Contributed to a 30% increase in occupancy during low-demand periods through campaign support and customer outreach.
Carnival Corporation
Sep 20231 yr 3 mosNov 2024

• High-Volume SLA Management: Managed a high-volume queue of inbound and outbound inquiries through different channels via Email, Chat, Face-to-Face, consistently meeting strict Service Level Agreements for response time and resolution quality. • Financial Operations & Compliance: Processed secure payments, adjustments and verified customer documentation, ensuring 100% accuracy in billing records and data privacy compliance. • User Retention & Revenue Growth: Drove a 30% increase in occupancy during low-traffic periods by analyzing user needs and recommending personalized service upgrades . • Cross-Functional Collaboration: Acted as the "Voice of the Customer" by flagging recurring technical issues and service bottlenecks to internal teams and different departments to streamline the user journey. • Personalized Account Support: Guided users through the full lifecycle, from initial inquiry to successful transaction completion, ensuring a seamless and trust-based experience.
Carnival Corporation
Feb 20238 mosSep 2023

• Inbound Inquiry Resolution: Served as the first point of contact for new users, clarifying complex policy information and guiding them through the booking, purchasing decision making. • User Onboarding: Assisted customers in selecting the right services based on their budget and preferences, ensuring high conversion rates from inquiry to confirmed booking. • Issue Troubleshooting: Rapidly addressed and resolved frequent user concerns regarding scheduling and payments, ensuring users felt reassured and informed throughout the process.
U.S. Polo Assn. India
Sep 20211 yr 3 mosNov 2022

Driving sales growth by delivering exceptional in-store customer experiences and building strong relationships with customers. I support customers in discovering the right products by understanding their preferences, style needs and budget, while ensuring a seamless and personalized shopping journey. By combining product knowledge, customer insights, and effective sales strategies, I focus on maximizing revenue, strengthening brand loyalty and maintaining high service standards. My goal is to make every purchase decision easy, deliver a premium retail experience and create lasting value for both customers and the brand.
U.S. Polo Assn. India
Jun 20192 yrs 4 mosSep 2021

Supporting store operations and sales performance while ensuring a high standard of customer experience. I work closely with the Store Manager to lead the sales floor, guide and train team members, maintain visual merchandising standards, and manage daily operations. My focus is on creating a positive shopping experience, motivating the team to achieve sales goals, and keeping store operations running smoothly.

Education

Bachelor of Commerce, Business/Commerce, General

D.A.V. P.G. COLLEGE

20172 yrs2019

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Headline

Global Customer Support & Success Specialist | Sales Development | CRM | Issue Resolution | Client Retention | US/UK Markets | Remote Ready

About

Driving customer engagement, retention, and revenue growth in high-volume, international environments Customer Support & Account Management professional with experience in fast-paced, global service environments, including cruise operations. Skilled in managing the full customer journey—from initial enquiry and needs assessment to solution recommendation, booking, and post-service follow-up—across phone, email, chat, and face-to-face channels. Working with UK and US customers, I handle complex queries, identify customer needs, and guide them toward the right solutions using a consultative approach, balancing customer experience with business outcomes such as conversion, retention, and repeat engagement. I am experienced in using CRM tools like Salesforce and HubSpot to manage interactions, track pipelines, and ensure timely follow-ups. I thrive in target-driven, customer-focused environments and am currently seeking opportunities across Sales Development, Customer Success, or Customer Support where I can contribute to both customer satisfaction and business growth.

Location

Dehradun

Work experience

Customer Support Specialist ( Account Management ) at Carnival Corporation, Nov 2024 - Feb 2026 · 1 yr 4 mos, • Managed high-volume interactions across email, chat, phone, and face-to-face channels, delivering prompt and professional support to international customers. • Handled payment processing, booking confirmations, and customer record updates, maintaining accuracy across transactions and documentation. • Resolved customer issues and escalations by identifying root causes and coordinating with internal teams for timely resolution. • Maintained detailed CRM records and follow-up logs in Salesforce and HubSpot, ensuring continuity, traceability, and data accuracy. • Supported customer engagement and retention through proactive follow-ups, personalized communication, and clear issue resolution. • Contributed to a 30% increase in occupancy during low-demand periods through campaign support and customer outreach.

Senior Guest Support Representative at Carnival Corporation, Sep 2023 - Nov 2024 · 1 yr 3 mos, • High-Volume SLA Management: Managed a high-volume queue of inbound and outbound inquiries through different channels via Email, Chat, Face-to-Face, consistently meeting strict Service Level Agreements for response time and resolution quality. • Financial Operations & Compliance: Processed secure payments, adjustments and verified customer documentation, ensuring 100% accuracy in billing records and data privacy compliance. • User Retention & Revenue Growth: Drove a 30% increase in occupancy during low-traffic periods by analyzing user needs and recommending personalized service upgrades . • Cross-Functional Collaboration: Acted as the "Voice of the Customer" by flagging recurring technical issues and service bottlenecks to internal teams and different departments to streamline the user journey. • Personalized Account Support: Guided users through the full lifecycle, from initial inquiry to successful transaction completion, ensuring a seamless and trust-based experience.

Guest Support and Reservation Representative at Carnival Corporation, Feb 2023 - Sep 2023 · 8 mos, • Inbound Inquiry Resolution: Served as the first point of contact for new users, clarifying complex policy information and guiding them through the booking, purchasing decision making. • User Onboarding: Assisted customers in selecting the right services based on their budget and preferences, ensuring high conversion rates from inquiry to confirmed booking. • Issue Troubleshooting: Rapidly addressed and resolved frequent user concerns regarding scheduling and payments, ensuring users felt reassured and informed throughout the process.

Retail Manager at U.S. Polo Assn. India, Sep 2021 - Nov 2022 · 1 yr 3 mos, Driving sales growth by delivering exceptional in-store customer experiences and building strong relationships with customers. I support customers in discovering the right products by understanding their preferences, style needs and budget, while ensuring a seamless and personalized shopping journey. By combining product knowledge, customer insights, and effective sales strategies, I focus on maximizing revenue, strengthening brand loyalty and maintaining high service standards. My goal is to make every purchase decision easy, deliver a premium retail experience and create lasting value for both customers and the brand.

Assistant Retail Manager at U.S. Polo Assn. India, Jun 2019 - Sep 2021 · 2 yrs 4 mos, Supporting store operations and sales performance while ensuring a high standard of customer experience. I work closely with the Store Manager to lead the sales floor, guide and train team members, maintain visual merchandising standards, and manage daily operations. My focus is on creating a positive shopping experience, motivating the team to achieve sales goals, and keeping store operations running smoothly.

Education

Bachelor of Commerce, Business/Commerce, General, D.A.V. P.G. COLLEGE