Customer Service Representative

Shashi Gupta

Summary

. Strong customer and analytical skills

. Excellent communication skills

. Ability to multitask in a fast paced environment

. Attention to detail and adhering to procedures

. Easily adapts to an environment with constant change

. Ability to prioritize and multi-task in a deadline-driven

environment

. Excellent customer service and efficient time management

. Works well with teammates

. Well organized

. Fast learner, detail oriented and creative

Experience

JP Morgan Chase/Washington Mutual, Pleasanton, CA, March 2004 -

March 2009

Lead Customer Service Representative

. Handled customer inquiries, explained account features, alternative

programs, and resolved problem.

. Sold membership products, promotional offers and transferred

balances.

. Defused irate customers and redirected/escalated calls as required.

. Assisted customers that have authorizations or actions taken on

their accounts that may not have been authorized.

. Performed thorough verification based on the severity.

. Set-up fraud cases and handled merchant referral calls.

. Received cross training with the fraud unit.

. Introduced customers to new products and services.

AT&T San Jose, CA, July 1996 - May 2003

Customer Service Representative

. Received calls and provided customer service.

. Responded and resolved customer inquiries.

. Sold and promoted of AT&T products.

. Updated account Information.

. Performed administrative tasks.

Teradyne Systems Nashua, NH, 1992 - May July 1996

Order Administrator

. Received, shipped, sorted and distributed domestic and

international packages from/to vendors and customers. This included

typing, filing of export shipping, proof of deliveries, debit

memos, sales orders, and work orders. Operated Stop Room received

and issued material; inventory and cycle count.

. Interacted with vendors and customers over the telephone regarding

shipping issues.

. Worked with Material Review Board, RMA

Teradyne Systems Nashua, NH, 1987 - 1992

Quality Control Inspector

. Inspected in-process, final and source flex circuits, headers, and

printed circuit board products for commercial and military

customers. Interfaced with various product teams, mfg. floor,

customers, vendors, engineering, sales, and purchasing.

. Provided training and guidance to assemblers. Team leader for Total

Quality Management.

. Presented scrap material reports, including graphs and charts to

the management.

. Participated in quality review board meetings.

. Coordinated scrapping of material with header fabrication shop.

Purchase Engineering, Stock Room, and Assembly floor departments.

. Determined the cause for product rejection, and implemented

solutions.

. Coordinated sales orders and billing material.

Education

Bachelor of Arts, Bundelkhand University, Jhansi, India

Awards

. Consistently received monthly awards for excellent customer

satisfaction goals in the areas of quality, handling time, and

compliances.

. Ten out of twelve monthly awards in a year.

Proficiencies

Computer/Other: MS Word, Excel, Outlook, Internet, Hogan, Falcon, FDR

Courses: ISO-9000 (college course), Quality Cost

(college course), JIT, QIT, 7-Steps

Language: Bilingual

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