Customer Service Office

LEELA RAO

Mobile: +91-988******* Email: ********@*****.***

Profile

An experienced Customer Service Analyst, Office Administrator with progressive experience in the Reputed Organizations/BPO industry.

August 2013 to date-Working as a Freelance English language-life skills and Home Recruiter-BPO/IT, BFSI, E-Commerce. I have worked as US IT Recruiter-work from home.

9+ years experience as a Customer Service executive working for leading companies in the BPO Sector. Gained valuable experience handling inbound calls and providing instant solutions to customers.

14.1 years experience as an Office Administrator (500 member corporate office): Administrative Support professional working in fast paced environments, demanding strong organizational and interpersonal skills. Coordinated and managed multiple priorities and projects, worked on Company budgets, scheduled conferences, maintained accurate, up to date information on office/residential assets, trained and supervised part time staff and interns for office facilities and organized conferences and meetings.

Strengths include:

Customer Service and Relations Accounts payable/receivable Extensive work on Excel

Word processing and typing Data archiving/Filing General accounting/administration

Computer operations Office equipment operation Problem solving

5.4 years experience as a Front Office Executive. Work involved dealing with visitors/customers, preparing sales deeds and other office documents, scheduling appointments and meetings.

Exceptionally well organized with a track record that demonstrates self-motivation, creativity and initiative to achieve set goals

Highly self motivated individual with fast-learning ability. Displayed positive attitude and thrives in both independent and collaborative work environments.

Possess an analytical and alert mind to comprehend complex problems and ensure appropriate resolution.

Recognized for utilizing excellent communication and interpersonal skills at all hierarchies of the organization. Interacted very well with team members of all ages. Good oral and written communication, interpersonal and organizational skills. Adept at multitasking

Presented regular reports and resolutions to the senior team management.

Key Achievements

Consistent performance despite facing odd situations.

Adapted easily when working across diverse domains.

Garnered valuable knowledge at every stage of professional life.

Competencies

Customer service orientation

Communication skills - verbal and written

Listening skills

Problem Analysis and solving

Attention to detail and accuracy

Dedicated and patient

Organizational and Planning skills

Information management

Adaptable

Stress tolerance

Career Graph

As Senior Process Executive in Mphasis BPO, Bangalore [June2010–Mar2013]

As Customer Support Expert in Dell International Services, Bangalore [May 2006 – Jan 2009]

As Customer Support Executive in MSource India Pvt. Ltd., Bangalore [Dec 2004 – Feb 2006]

As Customer Service Associate in ICICI Onesource, Bangalore [Aug 2003 – Apr 2004]

As Junior Office Administrator in McDowell & Company Ltd (The UB Group) [Mar 1987 – Jan 2002]

As Receptionist and Office Assistant in Turnkey Constructions (P) Ltd [Feb 1985 – May 1986]

As Receptionist and Office Assistant in Nu_Tech Automations [Nov 1981 – Dec 1985]

Work Experience

During my tenure with the US Staffing company I did the following.

I was given remote access to their computers and it was set up through the Chrome Remote. I was able to access Dice, Tech Fetch, Career Builder etc. by the remote access of these computers.

Websites used to source candidates-US Indeed, Career Builder, Dice, Tech Fetch and social websites etc.

I was able to contact candidates through the Hang phone set up on Google by the company. I spoke to the candidates about the opportunity and requested to send me their updated Resume in the word format.

Sourced candidates for W2, C2C.

On short listing the candidates I had to get approval on the Right to Represent document from the candidate. I sent the document by email and they had to just reply by return mail on the same document with – For eg. I agree or I agree to represent (company's name) at $45/hour all inclusive etc.

On receiving the documents I sent the Resume and the Right to represent document to senior level who in turn sent the same to the company and informed me through email about presenting the details to the company until the candidate's closure or otherwise.

MPHASIS INDIA PVT. LTD.

Senior Process Executive [June 2010 – March 2013]

Responsibilities:

Working for Collection team in Indigo Process.

Diligently studied Client process and gained clear understanding of the various processes and tasks.

Rapidly established a good working relationship with customers and other team professionals.

Respond to customer queries and resolve issues within agreed time limits.

Maintain customer records.

Obtained and evaluated all relevant information to handle inquiries and complaints.

Assist and guide other junior team members in their tasks.

DELL INTERNATIONAL SERVICES

Customer Support Expert [May 2006 – Jan 2009]

Responsibilities:

Resolved customer issues as per the company guidelines and policies.

Documented the details of the call in designated tools.

Notified customers about shipping delays.

Kept records of customer interactions and transactions.

Maintain records of details of inquiries, comments and complaints.

Shared feedback with team and also provided valuable inputs towards improving the process.

Processed refunds and credited back amounts as per company policy

Keyed 50-70 order enquiries on a daily basis

MSOURCE INDIA PVT. LTD.

Customer Support Executive [Dec 2004 – Feb 2006]

Responsibilities:

Worked for Capital One Bank-Credit card-UK Inbound process-Resolved customers Credit card issues and answered queries in detail. (100+ calls on a daily basis)

Responded promptly to customer inquiries.

Performed customer verifications.

Answered inbound calls in support of customer needs. Conveyed in a reassuring manner step by step instructions to resolve issues.

Efficiently handled and resolved customer complaints.

Provided information on products and services.

Documented the details of the call in designated tools.

ICICI ONESOURCE

Customer Service Associate [Aug 2003 – Apr 2004]

Responsibilities:

Worked for Inbound UK process called Reality-a Home Shopping Catalogue.

Provided detailed information on various products, processed customer’s orders.

Responsible for collections through credit and debit cards.

Ensured the up-selling of guarantees and warranties with relevant products.

Persuading clients that a product or service best satisfies their needs in terms of quality, price and delivery.

Maintained records of sales targets and actual figures and compiled them into reports for team lead/management.

Kept records of customer interactions and transactions.

MC DOWELL & COMPANY LTD (THE UB GROUP)

Junior Office Administrator [Mar 1987 – Jan 2002]

Responsibilities:

Coordinated with the management and made required arrangements for conferences.

Procured, maintained and accounted for all office assets in the office and Executive residences.

Worked on the company budget.

Generated reports as per the company norms.

Joined the firm as a front office executive and was later promoted as Junior Office Administrator.

TURNKEY CONSTRUCTIONS (P) LTD

Receptionist and Office Assistant [Feb 1985 – May 1986]

Responsibilities:

Attend to visitors and deal with inquiries on the phone and face to face. Supply information regarding the organization to the general public, clients and customers.

Take and relay messages.

Efficiently and pleasantly deal with queries from the public and customers

Responsible for preparation of documents for a construction business like sale-deed and agreements.

NU_TECH AUTOMATIONS

Receptionist and Office Assistant [Nov 1981 – Dec 1985]

Responsibilities:

Job profile included duties of a receptionist, telecommunications services, and preparation of office documents.

Answered telephone, screened and directed calls.

Received and sorted mail and deliveries.

Efficiently deal with queries from the public and customers.

Scheduled appointments and organized meetings.

Professional Trainings and Certifications

Fundamental Certification Program plus in Technical Writing from The Writers Block [2009]

Advanced Personal Computing Skills from National Institute of Information Technology, (NIIT) [1989]

Secretarial Practice from Davars College of Commerce [1987]

Managerial Skills for Executives and Professionals, Indian Institute of Science [1986]

Hotel Reception and Book-keeping from Board of Technical Examination [1981]

Technical skills

Adobe RoboHelp X5

TechSmith SnagIt 8.0

Microsoft Visio 2003

Adobe FrameMaker 7.0

Microsoft Suite of applications

Foreign Language Skills

French Language Course-1-A (NSF-1) from Alliance Francaise Bangalore [2003]

German Language Course-Grundstufe-I (G-I) from Max Mueller Bhavan [1985]

Education

Bachelor of Science (Home Science), VHD College of Home Science [1979]

Personal Details

Languages known: English, Hindi, Marathi and Kannada

Alternate email: **************@*****.***

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