CV OF SUSHMA MISHRA,B-***,*nd Floor, Gandhi Vihar

N/R, Mukherjee Nagar,Delhi 9

Cell No--- 851*******,E-mail acukpp@r.postjobfree.com

OBJECTIVE

Ambitious, client-focused individual seeking a position as a Customer Service Manager with an organization of high repute, utilizing highly developed sense of integrity to provide a positive customer experience.

Offering extensive experience in establishing and reinforcing operational processes to ensure extraordinary service.

Offer expertise in providing excellent customer service support and demonstrated ability to make plans for the organization to meet and maintain its overall customer service goals in the most economical manner.

BRIEF SYNOPSIS

Oversee operations of Customer service handling upto 10 employees and supervisors.

Manage phone and telecommunications call center and online production solutions site.

Conduct ongoing analysis of customer service programs and employee performance.

Develop relationships with vendors, suppliers and producers.

Work with scheduling software to ensure that customers are scheduled for maintenance or product returns.

Deliver presentations to management, sales team, executives and partners.

Create action logs, scripts and procedures to improve service.

AREAS OF EXPERTISE

Customer Service Management

Complaint Handling & Resolution

Retail Operations Management

Customer Satisfaction Enhancement

Front-End Supervision

Sales & Margin Improvement

Teambuilding & Training

Cost-Reduction Strategies

Order Fulfillment

PROFESSIONAL EXPERIENCE

Reliance pos at Delhi as a “PRO” yr2002 To 2004.

Highlights : Involved in Non-Voice operations – customer queries and complaints handled through emails and letters. Handled customer interactions

Ensured all new admission call activities are in accordance to set guidelines

Shared best practices and knowledge with colleagues and teams helping achieve the sales targets

Ensured appropriate collection procedure maintaing the customer service focus

HDFC Bank-“Sales Executive” yr 2005 To 2007.

Highlights : Handled queries like a/c opening, account Opening status, welcome kit detail password related, brokerage structure, levies and taxes.

Answered calls professionally providing complete information about products, take/order cancels or obtain details about complaints

Followed up ensuring relevant actions were taken on clients complaints

Managed to keep records of customer interactions, transactions, complaints, comments as well as actions taken, process orders, forms and applications

Microsec Capital Limited Relationship Manager” yr 2007 To 2008.

Highlights--Enquire about the various order types Limit, Market, Stop loss, after market hours order. Procedure to modify & cancel the order. Adherence to SLA driven timelines.

Aviva Life Insurance Company Ltd Associate” yr 2008 To 2009.

Highlights : Maintaining the Service Quality Customer Service Standards for the department

Supervising, motivating and developing team reward and recognition programmes

Handling and swiftly resolving customer complaints in a professional and effective manner

Identified and evaluated opportunities improving the process and customer experience

Assisted the sales team for incoming requests for new services

Analyzed customer needs and made arrangements adhering to company policies

Handled escalated and upset calls, maintained and updated the outbound call reports

Biolife Impex Pvt.Ltd. As a “Area Sales Manager”.

Highlights: Responsible for meeting budgetary and sales targets through motivating and developing staff, consistently achieving and surpassing Key Performance Indicators

Reporting to the Regional Manager with responsibility for operational and people management within the given area parameters

Controlling management accounts with attention to essential criteria for net profit, including sales, shrinkage, wages, write-off, cash control and store expenditure

Currently working as a Free Lance Passport and Visa Consultant and based out of Delhi

EDUCATION

Completed Bachelors of Arts from Kolkata University -1998

PERSONAL PROFILE

Father’s Name Late. Sita Ram Mishra

Date Of Birth 11/12/1980

Nick Name Divya

Marital Status Single

Nationality Indian

Languages Known Hindi/English/Bengali, Awadhi,Bhojpuri,Panjabi,

S.Divya Mishra)

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