Customer Service Representative

RUCHI PATEL

Email: **************@*****.*** Phone: +1-416-***-****

MANAGER-INTERNATIONAL BUSINESS DEVELOPMENT

SUMMARY OF QUALIFICATIONS

Over 8 years’ experienced and result oriented business and sales professional with the talent to effectively identify and maximize opportunities to increase growth and development

Strong knowledge of sourcing and providing edge to edge solution to clients and identify right partner suitable to their specific requirements

Understand and analyze customers’ needs through quality conversations in person or on call and create and identify opportunities to promote the right products and services

Highly knowledgeable in diverse areas of sales and sourcing utilizing creative strategies to decrease timelines and increase the company bottom line

Key team player with excellent interpersonal and communication skills at various levels, establishing and maintaining strong relationships with both clients and colleagues. Excellent English skills written and spoken

Highly driven and motivated individual, who is adept at working in high pressure situations and thrives on solving business challenges

Stunning ability to multi task while applying time management skills to achieve company goals

Expertise includes:

Competitive Market Positioning

Research and Market Analysis

Project Implementation

Customer needs Assessment

Global marketing

Margin improvement

Strong vendor negotiations

Relationship building and Client Retention

PROFESSIONAL EXPERIENCE

Customer Service Representative, Teleperformance Canada, August’ 17 – November’17

Provide excellent customer service to ensure First Call Resolution or follow up with the customer on an escalated issue if needed

Critical thinking, proactive attitude, strong communication skills displaying empathy and caring

Ability to analyze customer’s issues and follow appropriate procedures in order to solve customer’s inquiry

Acts on referral triggers and provides additional product offerings based on customer’s need

Quality Assurance Analyst, Teleperformance Canada, December’ 17 – Present

Application of client expectations to the accurate grading of monitored agent calls, as well as provide

effective feedback regarding agent performance on monitored calls, identifying both areas of good

performance and opportunities for improvement

Coaching and developing agents through monitoring, Support clients, Campaigns and Operations in

successful performance

Ability to identify performance trends and provide recommendations for Quality Improvement to

department management

Participates in/leads internal QA and Operation calibrations and focus groups. Completes required

reporting as per the QA Report Suite and participates in/leads external QA calibration with the client

as assigned

Perform analysis on the monitoring results to identify performance trends and provide recommendations for Quality Improvement to department management.

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Customer Service Representative, Vivo International Group, Toronto June’ 17 – August’2017

Generatesales leads

Identify and assess customers’ needs to achieve satisfaction and provide timely resolution and follow up to customer concerns

Build sustainable relationships of trust through open and interactive communication

Provide accurate, valid and complete information by using the right methods/tool

Meet personal/team sales targets and call handling quotas

Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

Document each customer interaction in accordance to Company guidelines

Strong phone contact handling skills and active listening

Customer orientation and ability to adapt/respond to different types of customer types

Cara Operations Limited, Customer service Representative, June’ 17 - Present – Part Time

Answer inbound Guest calls and process external customer orders by phone

Log all guest complaints effectively and efficiently and respond to and resolve questions and complaints regarding guest ordering and dining experiences

Resolve guest complaints according to established guidelines

Marketing Manager, Texperts India Private Limited, India 2008- 2016

Texperts is an international textile sourcing, marketing and garment buying house since 2002. Texperts facilitate international trade of about 500 FCLs (about 10,000 tons) per month of Fibers, Yarns, Fabrics and Garments. Texperts works as a partner with you just like your internal team, while you focus on your business, leave your sourcing and marketing to us as our business is to promote your business.

Managed four major buyers of the company with superior client satisfaction, coordinated new product development, bulk production and timely delivery with upmost quality control

Achieved and surpassed sales target and revenue target by 80 % for South America market by adding new buyers in the kitty

Understanding the customer’s requirements, review enquiries, identifying the suitable supplier to place the order, price negotiation with suppliers and quality confirmation

Presented product demos at popular trade shows, Setting up a stall and demonstrated accurate and engaging promotions, ensuring retention of existing clients and generating lead and new client base

Assists with the development and management of the marketing budget of entire department

Building and developing the team and individuals to offer effective, efficient, professional service to customers and vendors with the aim of customer delight

Continuous development of new customers in the market with the offer of more competitive prices, products and services

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Executive – Purchase and sales, Mukesh Plastic Industries, India2007–2008

Mukesh Plastics Industries is a manufacturer of Textile machinery parts like bobbin, industrial and engineering plastic products, plastic molding parts since 1980, having client base in Textile, building construction and automotive industries.

Helped company increase its revenues by 12 % during a one year tenure

Achieved 82 % contract renewal rate with existing customer base throughout tenure

Increased market penetration, reduced resource costs and generated higher revenue by educating clients to more effectively use products offering

Evaluating bids and making recommendations of suppliers based on commercial and technical factors

Placing orders to suitable suppliers by taking all call outs over quality & delivery requirements. Freezing the T & A plan with supplier as well as customer to keep everyone on same page

Meeting suppliers and customers regularly to understand their needs and ensuring good service

Also Held positions with ING Vysya Bank - Customer care executive (Operations);

Kemi Impex Private Limited - Executive (Export and Import)

EDUCATION AND TRAINING

Diploma in Business Management 2012

Indian School of Business Management

Bachelors in Commerce 2003

Bundelkhand University, Jhansi

Higher Secondary 2000

Board of Secondary Education Madhya Bharat Gwalior

Participated in Training program on Export- Import Procedures and Documentation 2014

Conducted by AMA (Ahmedabad Management Association), Ahmedabad, India.

AWARDS AND RECOGNITION

Recipient – Employee recognition award for extraordinary performance in August 2011, March 2014, April 2015

Recipient - Awarded certificate on the occasion of 14th Incorporation day of the company in the category “Budding Back Bones” - June 2016

COMPUTER SKILLS

Good knowledge of Microsoft office and Adobe Photoshop

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate