• Gender: Female
• Age: 40
• Designation: Customer Service and Sales Coordination
• Highest Education Level: Graduate - Degree
• Preferred Country: India
• Preferred Location: Thane
• Work Experience: 17.5 Year(s)

Education

B.Com : From Mumbai University in April 2007.
HSC : From Mumbai Board in March2004
SSC : From Mumbai Board in March2002

Skill Sets

Comfortable with Microsoft Excel, Word, Power Point, Outlook, ERP and Siebel Software.
Passed Typing with B grade in the Year May 03 with 30 w.p.m
Passed Certificate Course in Office Automation and Graphics of C-DAC,GIST with ‘A+’ Grade in January 03
Passed DTP (Desktop Publishing Course) in Aug 2008 with ‘A’ Grade
Passed Diploma in Office Automation and Graphics (DOAG) with ‘A’ grade in August 2008
Passed MS-CIT (Maharashtra State Certificate in Information Technologies)

Work Experience

Customer Service and Sales coordination
From - March 2020 till date
Company profile - our products are the kind that help people sleep better

Job profile -
Managing a team of representatives offering customer support.
Overseeing the customer service process.
Resolving customer complaints brought to your attention
Escalate unresolved issues to the appropriate internal teams
Taking ownership of customer issues
Collect prompt and accurate feedback from customers
Preparing Proforma invoice and sharing the same with the customer for payment.
Following up for payments from customers.
Coordinating with the transporter for shipments which needs to be dispatched
Getting the material dispatched and sharing the tracking details with the team.
Solving customer queries and updating the customer.
Handling the whole process of coordination from production till dispatch.

Customer Service
From - March 2020 till September 2020
Company profile - leading provider of digital transformation, consulting and business re-engineering services and solutions

Job profile -
Verify the quality reports for the process and provide feedback or coaching to the associates.
Providing training to new joiners and mentor to team members
Maintaining Maximum Efficiency & Capacity utilization from team members.
Accurate and timely preparation of all MIS (Production Report, Associate Utilization).
Documenting, reviewing and regularly updating Standard Operating Procedures.
Work on KRI and KCI of the process
Actively participate in process improvement initiatives delegated by senior management.
Driving team meetings and preparing Minutes of meetings.
Developing a process improvement, facilitating and participating in improvement using Lean Six
Sigma Process Improvement
Voice process consists of two processes which are inbound voice process and Outbound Voice process.
Inbound Voice process: As the name implies, this process handles all incoming calls of the
customers and these calls may be regarding various types of issues.
Assist 100+ customers per day, providing successful solutions in a polite manner using active listening to
ensure customer retention.
Maintain strong company product and service knowledge to better assist customers with concerns,
questions and general education.
Maintaining calls as per the KPI set by the management.
Handling emails and web chats