Sonali Shinde

*** * ****** ******, *** # **, Azusa, CA, 91702

Mobile# 909-***-****

Email Id w0kzwj@r.postjobfree.com

Dynamic, Customer Service professional, with 5 years of total experience

PROFESSIONAL PROFILE

• Goal-driven performer who has achieved the performance benchmarks while collaborating with cross-functional staff teams, and senior managers.

• Proficient team player that has achieved the professional goal and successfully completed various assignments.

PROFESSIONAL EXPERIENCE

California Association for Bilingual Education (CABE) California, US Present

Currently working with CABE as a Data Entry Administrator.

Eaton Corporation Pune Since 2005

Customer support Rep

As ours is Fortune 500 listed organization with a total turn over of $13 billion, with presence over all around the globe dealing and manufacturing products ranging from Hydraulics motors to Electrical, catering to worldwide customers such as Boeing, Volvo, Caterpillar, General Motors and Toyota to name some of them.

Main aim to protect the customer’s infrastructure, information, and interactions by delivering services that address to availability, compliance, and performance:

Key achievement

 Microsoft Access: Created a project called Log Management System in MS Access. It consists of all the daily logs in a query format.

 Order management for Defense Logistic Agency (DLA): That includes entry of Quotes, Order entry, creating open reports on quotes that are open and closed, Spares Quoting (Siebel), Analyzing Open orders, Analyze Quote History, Create Metrics and Presentation.

 Preparing monthly DLA metrics: That includes the win-loss data, number of quotes that turned into sales and sending it to the stakeholders.

 PQM Spares Quoting, Metrics and Testing : That include entry of Third party, Airline, OEM quotes into Siebel. Metrics include the number of quotes turned into sales, number of expired quotes, win-loss data. Testing includes Unit testing of Siebel, testing new activities added into Siebel.

 Order Verification: That includes verifying purchase orders with the Sales orders.

 Training: Trained new people in Aerospace team on different processes like open PO status report, order entry, few DLA activities, and PQM spares quoting. In short, handling a team of four new people.

 Worked on Airline Customer Perception Scorecard, repairs quoting. Knowledge on Customer Management Process (CMP).

 Initiated processes like Defense Logistic Agency (DLA), Order Entry, Quality checking, Spares Quoting.

Specialized knowledge:

• Bachelor of Science degree in Computers (Program)

• 5 years of experience in customer support services. 2+ years experience in Aerospace industry.

• Expertise in process improvement, MS office, data analysis, metrics and reporting.

• Utilized Microsoft Access, Excel, Visio for metrics and presentations.

• Currently working on Siebel.

• Improved processes like order entry, spares quoting.

• Proper delegation of work.

• Worked under stressed conditions.

• Willing to learn new processes.

Commendations received (4 E-stars):

• Recognized for DLA Quotes

• Recognized for Spares Quoting

• Recognized for Order Entry

Wipro BPO

Customer Associate Pune Feb 2005 – May 2005

 Making airline reservations.

 Providing customer service.

 Initiate resolution in a manner that is convenient for the customer.

Meeting Company financial and corporate objectives through meeting customer service goals

Convergys India

Customer Care Officer- Pune April 2004 – Feb 2005

 Capture customer information.

 Analyzing and researching customer’s billing issue.

 Activating new and additional lines of service.

 Processing adjustments, explaining technical provisioning, and technical troubleshooting.

 Processing orders for new equipment and accessories for a wireless service.

 Provide clear and concise documentation regarding account activity in the billing system.

 Processing credit and debit adjustment on the customer’s account.

 Solve Queries of the Staff.

 Correspondence with technical department.

 Initiate resolution in a manner that is convenient for the customer.

 Meeting Company financial and corporate objectives through meeting customer service goals.

Achievements:

 Successfully completed assessments and also received three times Customer Appreciations.

ISN Data Processing

Customer Care Officer Pune May 2003 – March 2004

Worked on several projects that are mentioned as under:

Project Name: Online Local News.

Role: Data Capturing Operator.

Capturing of Data from advertisement web sites

Process these captured data from Local News Project web site.

Project Name: Academic Keys.

Role: Data Capturing Operator.

Capturing of Data from American Universities web sites

Creating a detailed database of all faculties.

Project Name: Veritas-IT.

Role: Data Processing Operator.

Processing and Storing CVs.

Access Remote Server Machine for processing different CVs from Inbox.

Open each CV and convert it into .rtf file format.

Open those CVs in veritas exe and store applicant’s data into database.

Project Name: OrboGraph.

Role: Data Entry Operator.

Data Entry of amounts from Checks.

Using web based online application called OrboGraph.

Education And Credentials

Bachelors in computers (BCS) Pune University 2003

Software skills:

Operating Systems: MS DOS, Windows 95/95/XP.

Languages: C, C++, Visual Basic, SQL, Microsoft Access, Microsoft Excel, and Microsoft Word.

Internet Application: HTML, DHTM.

Done Software Testing from SQTL institute.

Other Skills:

 Data Mining

Interest:

• Listening to Soft-music

• Reading novels.

Sonali Shinde

Contact this candidate