Customer Service Manager

MONIKA CHOPRA

T-***, Shuklar Bazaar road, Param Puri, Uttam Nagar - 110059

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

PH: 989-***-****

SUMMARY

I am a strong and highly motivated professional who enjoys working independently in a changing and multi-tasking environment with excellent time management and communications skills in competing deadlines.

OBJECTIVE

To bring progressive change in the organization for mutual growth and satisfaction.

KEY CREDENTIALS

Calendar Management using Microsoft Outlook

Front Desk Management

Confidential Records Management

Vendor Management

Executive support to expats

Special Event Coordination & Management

Client Visits

Executive Travel & Itinerary Arrangements

Miscellaneous research work

EXPERIENCE

Feb 2016 till date working with Bertlesmann Marketing Services India Private Limited

Jun 2012 till Oct 2015 worked with Bertlesmann Marketing Services India Private Limited

(Sr.Executive Adminstration)

Job profile:

Assisting to Director for his meeting schedules

I.Planning and setting up meetings, appointments

II.Checking & sending day to day company emails.

To follow up on all action items from Team Meetings / Management Meetings / Internal meetings

Taking care of front desk operations and handling all communications between the multiple locations of the organzations including verbal and written and disposal of the same on self basis or at management level.

Handling of all inventory for multiple locations including physical audit for base location.

Maintaining complete upkeep of the facility through house keeping vendor.

Maintaining all records for billings, purchase approvals, payment approvals, and stock in and out.

Managing all communications incoming and outgoing on internal and external basis.

Managing complete vendor management for multiple locations. Troubleshooting for the organization and the vendors on need basis.

Managing the complete billing from submission to approval to payments for complete vendors through multiple locations.

Managing the travel desk for all employees and clients.

Maintaining cash management on daily basis for all petty cash

Managing complete paperwork and records for material movement

Involved in all admin related work including transport, facility management, employee helpdesk, management helpdesk.

1st September 11 – till 19th May 12 worked with Online Perfumes Pvt. Ltd.

One of the most interesting part of my career started when the top management identified me from a team of over 300 people and moved me into their e commerce company.

Worked from September 2011 till 19th May 2012

(Joined as a Supervisor Customer Services and got promoted to Assistant Manager Affiliates).

Job profile:

Based on my performance in the BPO company of the group I was shifted to their e commerce company for managing their customer service department

Streamlined the customer service department trained people on calling etiquates, customer delight, customer retention, order taking, product knowledge and started reportings on the various aspects of Customer Services

Did various changes on the return policy, delivery commitments, the IVR options for better customer Services.

Based on my potential and good communication skills was asked to handle existing affiliates and interact with prospective affiliates.

Successfully added almost 15 new affiliates which are now contributing almost 40% to the company turnover.

Introduced the concept of credit limit and revolving security deposit for fresh affiliates.

Managed inventories and reorders for all affiliates.

Suggested the affiliates the catalogue and kept on updating the same at regular interval.

Was actively involved in suggesting deal of the day products and deal of the month of the products to all affiliates.

Introduced platinum club for existing loyal customers.

Was also actively involved as a merchandiser to buy different products and add new categories.

Did strategic tie ups with various suppliers on behalf of the company.

Feb 08-till 31st August worked with Expertserv Solutions India Pvt. Ltd.Gurgoan.

Asst Team Lead - Cust. service (Inbound & Chat)

Responsible for handling the activation, verification and retention team consisting of 30 members for a major Mobile Service Network Provider in the US.

Worked from Feb 2008 till 31st August 2011

(Joined as a Sr.Executive got promoted shortly as a SME).

Job profile:

Team motivation, new joinees orientation and their motivation.

Team Reporting and analysis for the client reporting.

Quality Control, acted as a voice coach and providing feedbacks.

Organised regular team meetings.

Consulted with peers and department heads to identify and evaluate career development and training needs.

Taking care of shifts and organizing the Roster.

Supported, Supervised, Appraised, and Terminated, If necessary.

Communication channel between the client and the company.

Worked closely with the operations manager for strategic planning and implementation.

EDUCATION

Passed 10+2 M.R.V Public School 2004.

Graduate in B.COM Pass from Kalinga University.

INTERESTS & HOBBIES

Listening to music, interacting with new people.

LANGUAGES KNOWN

English,Hindi and Punjabi

References are available on request.

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