Sheweta Raina

Apt no *** **Bergamot Avenue, Toronto, ON M9W 1W3

Cell: 647-***-**** Email: acrzyf@r.postjobfree.com

Seeking an opportunity where I can utilize my selling, customer service, time management skills and the extra ordinary ability to deal with the clients.

Summary of Skills

Customer Service Professional with solid experience creating memorable customer experiences

Excellent communication skills; communicates effectively with staff and the general public

Excellent interpersonal and people skills, ability to establish rapport quickly

Proven ability to organize, prioritize and multi-task work activities in fast-paced environment

Solid math skills with ability to handle cash and related calculations

Self-motivated individual who works well independently and as part of a team

Adept in resolving customer complaints in a professional and courteous manner

Analytical and solution focused; able to identify issues and develop and implement workable solutions

Demonstrated ability to overcome objections and influence strategies to increase efficiency

Strong computer skills including MS Office and various internet and email applications

Relevant Experience

Customer Service Associate

Handling inbound calls for a US based Bank customers (Providen and then the bank name changed to Washington Mutuals) and answering their queries

Also answering the emails of customer’s (Ask its) with the required information asked for

Giving the live support to the customer as and when required

According to the customer needs offered the best solution based on company policies

Effectively communicate ideas, suggestions and answers

Refer customer to the department which specialize with the type of problem or the query they present

Quality Analyst

Identifying gaps in training and taking the necessary steps to train accordingly

Reporting and Analyzing quality scores

Providing recommendations to increase the efficiency of quality of the processes

Taking Actions issuing cap letters concerns and counselling against the compliance issues.

Under general direction, performs quality reviews of departmental operation at department and individual levels to measure performance against contract regulation, program policy and procedure.

Review group and individual outputs on a scheduled and random basis to ensure proper procedures are followed.

Sheweta Raina

cell: 647-***-**** Email: acrzyf@r.postjobfree.com

Proposes and implements procedural/ systems solutions to meet needs and improve overall performance.

Gathers and analyses quality statistics to determine trends and documents finding for management.

Responds to questions from customers and outside auditors regarding quality issues

Employment Experience

Manager (sales & marketing ) 2008 - 2014

Samitek Instruments, India

Assistant Manager (Quality) 2003 - 2008

Teleperformance Gurgaon, India

Education

Master of Business Administration

Bachelor of Arts

India

References Available Upon Request

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