SHAFALI KAKKAR

Mobile: 099********; ~ Phone (R): 011-******** ~ E Mail: acgpq9@r.postjobfree.com

Seeking assignments in Operations Management / Client Relationship Management with a

growth oriented organization

EXECUTIVE SUMMARY

A result oriented professional with over 6 years of experience in Operations, Client Relationship Management and

Collections.

Solutions driven, customer centric professional with sufficient experience in handling all aspects of service

functions.

Resourceful at maintaining relationship with clients to achieve quality product and service norms by resolving their

service related critical issues.

Deft in monitoring collection processes to determine improvement opportunities & evaluating individual and team

performance, and make recommendations for improvement to members.

Adaptable and a quick learner; possess skills to work under pressure.

Team player with strong analytical & organizational abilities.

ORGANISATIONAL SCAN

Mar’12 Jun’13 University Grants Commission (on contract basis) Clerk

Job Responsibilities:

Performing clerical and administrative support duties

Keeping neat, accurate records and files; both in alphabetically and numerically.

Operating letters and files like RTI, Grant, etc.

Handling phone calls, email and fax.

Jun’10 to Jun’11 Ace Teleshop, Delhi Supervisor

Job Responsibilities:

Ensuring speedy resolution of queries & grievances to maximise client satisfaction levels.

Maintaining excellent relations with clients to generate avenues for additional business.

Interfacing with clients for suggesting the most viable product range and cultivating relations with them for securing

repeat business.

Providing technical service support to clients and resolving their issues / concerns.

Handling Promotion as a supervisor same dept.) team handle

Jan’10 to May’10 In touch Solution, Delhi (behalf of Vodafone) Customer Care Executive

Job Responsibilities:

Generating leads by converting prepaid account customers to post paid ; managing service operations for rendering

and achieving quality services; providing first line customer support by answering queries & resolving their issues.

Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on

improvements and achieving higher customer satisfaction matrices.

Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for

improved service levels.

Apr’06 Dec’08 Interactive Business Solution, Delhi (behalf of Idea) Customer Care Executive

Job Responsibilities:

Addressing customer queries and attending inbound calls / out bound calls.

Making inbound calls to all new subscribers of idea post paid customer.

Informing about bill plan activation date as well as resolving entire queries regarding idea post paid services.

Jan’05 to Oct’05 Matrix Processing House, Delhi (behalf of Citi Bank) Customer Care Executive

Job Responsibilities:

Handling collection cases i.e., bucket: 2 to bucket: 4 cases; interacting with clients on the delinquent as well as

advising to remain delinquent credit card holder.

Ensuring payment on the outstanding dues in a cost effective manner.

Monitoring collections processes, as well as setting up new processes for improving collections time.

Securing installments within defined due dates in the different delinquency buckets.

Understanding the profile, payment pattern & behavioral trends of the customers and their re payment capacity.

Handling collections from customers across various delinquencies and taking appropriate measures for normalizing

the delinquent accounts.

Responding to specific queries of the customers and taking steps to solve them.

Managing delivery of value added customer service for escalation of client satisfaction levels.

ACADEMIC CREDENTIALS

Pursuing Bachelor of Arts from Delhi University (done 2007)

IT Skills: Conversant with MS DOS, Windows 98, MS Office (Word & Excel) and Internet Applications

PERSONAL DETAILS

Date of Birth : 12th January, 1981

Residential Address : 5 A Sheikh Sarai, Phase 2nd, New Delhi 110017

Marital Status : Married

Languages known : Hindi, English & Punjabi

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