Customer Service Administrative Assistant

Smita Pradhan

** ****** *****, ************ ** – 08691

Ph: (267) 218- 4714

*************@*****.***

Education

MBA – General Business

Delaware Valley University – Graduated May 2017

Bachelor of Science

Nagpur University India

Visa Status: Permanent Resident (Green Card)

Computer & Software Skills:

Databases: MS SQL Server, MS Access

Methodologies: Waterfall

Requirement Gathering Tools: Quality Center ALM, JIRA

Modelling & Designing: MS Visio

Operating System: Windows 10/7/2000/XP/Vista/NT/98/95

Other Tools: MS Office, MS Project

Relevant Experience

Zydus Pharmaceuticals Jan 2018 to Feb 2018

Administrative Assistant

•Managed and monitored approval procedures including: tracking documents for approvals, obtaining signatures on Purchase Orders and contracts and other relevant documents.

•Maintained an effective filing system: Central Files, paper files, electronic files as required.

•Prepared requests for quotations and maintained all information into the database.

•Obtained scanned records and uploaded them into the database.

•Maintained all procurement related registers and files up-to-date.

•Prepared site lists, phone lists and required regulatory documents.

The Digital Group of Companies Inc Mar 2017 to Dec 2017

Administrative Assistant (Volunteer)

Performed various administrative support tasks such as mailing, faxing, filing and scanning.

Managed an active calendar of appointments, filed expense reports, composed and prepared confidential correspondence.

Handled domestic and international travel reservations.

Maintained all office equipments including printers, copiers and computers.

Monitored office supplies and replenished stock as necessary.

Maintained client files in excel spreadsheets.

Recorded meeting agendas and minutes of the meeting.

Created PowerPoint presentations.

Modular Infotech Pvt Ltd – Pune, India May 2009 to December 2010

Associate Business Analyst

Assisted Senior Business Analyst in requirement elicitation process.

Analyzed client requirement and functional specifications of the project.

Worked on requirements document with respect to the scope of the project, technology, client budget and functionality matrix.

Executed each phase of SDLC involving planning, designing, development, testing, and UAT.

Documented functional and nonfunctional requirements.

Worked with clients/Senior Business Analyst/ Product Owner to establish exact requirements.

Conducted workflow, process diagram and gap analysis to derive requirements for existing systems enhancements.

Prepared use case diagrams and business process flows

Maintained requirements traceability matrix.

Worked on SQL for writing queries from the database.

Conducted the project meetings successfully by coordinating users, technical staff.

Idea Cellular Ltd – Pune, India March 2002 to July 2006

Customer Care Representative

Addressed customer service inquires in a timely and accurate manner.

Identified customers’ needs and information, researched every issue and provided solutions.

Provided accurate and appropriate information to answer question troubleshoot issues and resolved complaints.

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Facilitated information flow between customer service account management operations quality assurance training and payroll departments to guarantee call center objectives were met.

Developed several effective spreadsheets used to analyze call data.

Administered regular customer satisfaction surveys to regular customers.

Maintained up to date records at all time.

Built sustainable relationships and engaged customers by taking the extra mile.

Recorded all conversations in our call center database in a comprehensible way.

Maintained personal/team qualitative and quantitative target.

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