Customer Service Manager
Resume:
Sapna Shukla Trivedi
H-*** Savvy Solaris, B/h D-Mart, Motera, Ahmedabad, Gujarat - 380005
Email - ********@*******.***; Mobile: 075******** / 098***-*****
*To work in an esteemed organisation where my potentials are valued and provide me an opportunity that leads to success and recognition as reward”.
PERSONAL INFORMATION
Marital Status
Married
Nationality
Indian
Religion
Hindu
Date of Birth
26th May’1985
Sex
Female
Languages Known
Gujarati, English, Hindi,, Marathi, Rajasthani.
EDUCATIONAL QUALIFICATION
Degree
Academic Year
Institute
University/Board
Percentage
MBA (Finance)
2009
Sikkim Manipal University
Mumbai
2nd Division
B.Com
2006
Mumbai University
Mumbai
2nd Division
H.S.C
2001
Ghanshyamdas saraf College
Mumbai-
2nd Division
S.S.C
1999
Sheth V.K Natha High School
Mumbai
2nd Division
COMPUTER SKILLS
Diploma course in DTP (Desk top Publishing )
MS-Office, Internet, Tally, Corel, Page Maker, Photoshop.
WORK HISTORY:
1.Spinning Mantra Communications Pvt. Ltd:
Tenure: June 2015 to Till Date
Position: Sr. Customer Care Officer
Key Responsibilities:
oCustomer identification and acquisition for franchise of Car sell and Branding
oManaging customer relationship and giving end to end solutions.
oAddressing customer queries and elaborating process
oSegmenting, Targeting and Positioning
2DHL Express India Pvt Ltd:
Tenure: September 2010 till November 2014.
Position: Key Account Support Executive – Global Banks
Key Responsibilities :
oHandling Global Accounts for GFPS division such as Standard Chartered Bank, Bank of America, Scope International, Kotak Bank, BNP Paribas, Bank of New York Mellon, DBS Bank, Deutsche Bank
oProvide the full suite of customer service offerings (including bookings, enquiries, supply requests) to Key Account customers
oAdhering to TAT for all the worldwide dispatched shipment of export as well as import.
oCoordination with client and Sales team in understanding new requirements and thereby formulating appropriate solution to perform on client needs.
oArranging Team Briefs, Handling contingencies of the other clients.
oPro-active information to the shipper’s on all the worldwide dispatches, Deviation if any noted to escalate to senior management and thereby implementing corrective action plan.
oConducting periodic Service Review meets with all clients and thereby ensuring smooth flow of business and enhancing the performance bar.
oWork with Gateway, Operations and the DHL Network to achieve promised transit times, service levels and other contracted service requirements for Key Account customers
3.ExpressIT Logistics Worldwide Ltd
Tenure: May 2007 – July 2010
Position: Asst Manager for banking-CRM
Key Responsibilities
oAddressing customer queries and ensuring timely resolution of the same.
oLiaison with inter - department (Sales, IT, Operation, Billing) for resolving all concerns as raised by client.
oLiaison with client and Sales team in understanding new requirements and thereby formulating appropriate solution to satisfy client needs.
oMonitoring Service Quality Index (SQI) & Daily Performance Dashboard (DPD) of each account. Deviation if any noted to escalate to senior management and thereby implementing corrective action plan.
oConducting periodic Service Review meets with all clients and thereby ensuring smooth flow of business.
oActive participation in ISO documentation and implementation of ISO norms for activities pertaining to Customer Service department.
4.Kankei Relationship Pvt Ltd
Tenure : Nov 2004 – Jul 2005
Position : Sr. Executive
Key Responsibilities
oResponsible for handling customer queries on insurance policies.
oWorked in Inbound Process where ICICI Life Insurance Products to be pitched to the customers.
5.Herbal Life International
Tenure : Aug 2003 – Sep 2004
Position : Co-ordinator
Key Responsibilities
oWorked as assistant of Global Team at HLI.
ACHIEVEMENTS:
DHL Express India Pvt Ltd:
1.Consistently achieving and exceeding KPI’s
2.Setting up Pickup process in place in line with the help of ECom team for the Bank Clients
3.DHL Got Talent – winning for 2 consecutive years for group dance performance - 2012 and 2013
4.Active participation in CS Week as Volunteer for weekly event in 2012 and 2013
5.Won Reward for TDD campaign participation and to make the team win
6.Event hosted for Diwali Buddy theme called “Spreading Happiness” for Tenon
7.Regularly conducted “Food Friday’s” for the team
8.Appreciation note from Clients, Supervisor and Manager for best solution on handling issues, queries and timely deliveries of shipments
ExpressIT Logistics Worldwide Ltd:
1.Promoted as Sr. Executive – Customer Service (Banking) within 1 year of joining due to consistent performance in 2007
2.Promoted as Team Leader in 2008
3.Further promoted as Assistant Manager in 2009 in the banking vertical
4.Awarded by MD for receiving an appreciation letter from Kotak Bank, one of the biggest clients for ELWL for consistently exceeding their expectations
Kankei Relationships Pvt Ltd:
1.Received cash award for 3 consecutive months for achieving sales targets on insurance policies.
HOBBIES & INTEREST: Listening to Music, Reading, Poetry writing, Painting.
Sapna
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