Customer Service Management

Itu Mukherjee

*** ************* ****, ********* ***, Rockville, Maryland – 20852

Email :- *********.*******@*****.***, **********@*****.**.** Mobile: - +1-240-***-**** CAREER OBJECTIVE

To work in a creative and challenging environment, to use my knowledge, acumen, utilizing my technical and communication skills to contribute to the organization to achieve its goal. Customer service management is my key area where my experience can be utilized to improve customer satisfaction. CAREER PRECISE

Currently volunteering at Library of Congress as Information Desk Volunteer.

Worked as Customer Service Executive in TKM Global Logistics Ltd, a Tata Group Company based in Hamburg

(Germany). A customer support interface & single window solution provider for customers.

8 years of experience as a Customer Service Executive in Logistics.

2 years of experience in HR/Administration & Marketing in Real Estate. EMPLOYMENT HISTORY

Organisation: Library of Congress (5th of May 2018 to Present) Designation: Information Desk Volunteer

Key Responsibilities:

Welcome visitors to the Library.

Providing general information about the Library’s history, work and collections. Give directions and accommodating visitors’ needs. Roles in Specific:

As a representative of the Library

Greet Library visitors at various locations in the Library of Congress buildings.

Providing general information about how to get the most out of a visit to the Library’s Capitol Hill Campus as well as answer general questions.

Give directions to the visitors.

Offer recommendations on other Capitol Hill and Washington-area attractions. Organisation: TKM Global Logistics Ltd. (1st of Nov 2009 to 31st July 2017) Designation: Customer Service Executive

A Tata group Company based in Hamburg (Germany)

TKM Global Logistics Ltd, a growing freight forwarding Company covering the globe. Key Responsibilities:

Co-ordination with customers and other agencies

Customer feedback and Customer satisfaction

Requirement gathering, Delivery management

Planning for shipments well in advance as per the requirement of customers Roles in Specific:

Tracking:

End to end tracking of import shipments.

Coordination for shipments for Specific enquiries from various offices for different customers and helping in finalizing and booking the vessel to get the material on time.

Arranging meetings, scheduling appointments, preparation of presentations for clients and communicating the outcome of the meetings to the concerned parties within the deadline, managing calendars and travels.

Preparing standard operating procedures.

Circulating weekly, fortnightly & monthly reports for customers as per their requirement.

Connecting with customers & address their requirements.

Assisting in jobs assigned for various activities (TBEM, Warehousing)

Interface between top management and clients.

Analysis of data to facilitate customer to have present scenario and ensures continuous improvement in our services.

Created and maintained proficient and dynamic relationship with clients

Customer Management:

Regular teleconferencing with customers.

Performance Feedback review.

New Business Development other than Tata Group.

Debtors / MIS report preparation:

Preparing Debtors & MIS reports on monthly / quarterly / yearly basis.

Variance analysis against the targets.

Assignments & Achievements:

Implementation of online tracking system. Successfully implemented the online tracking system for customers

Customer Satisfaction.

Organization: Aastha Promoters & Developers Pvt. Ltd. (5th Nov 2007 – 31st Oct 2009) Designation: Executive – HR/Admin & Marketing

Key Responsibilities:

Telesales, Advertising, E-Mail Marketing, Client portfolio management, Product management Product demo, Market analysis, Sales pitching, Project management, Event management Customer feedback review, Interaction with customers Recruitment, Training and development, Leave management, Compensation management Roles in Specific:

HR and Admin:

Salary, Leave management

Recruitment

Training and development

Daily office expenses.

Management of stationeries & documentation.

Customer Dealing:

Generating leads and closing deals

Tele calling on daily basis

Customer feedback review

Providing instant solutions to the problems of customers if any

Event:

Launching of new projects of the company.

Participated in the Trade Fairs and achieved the best results out of them.

Assignments & Achievements:

Succeeded in achieving Customer Satisfaction Targets in terms of reduction in customer complaints, involvement of customers in all events of company, customer loyalty.

Employee’s satisfaction and motivation within the organization in making the employees to work as a team for result oriented services.

KEY SKILLS AND COMPETENCIES

Technical:

Well versed with MS Office (Word, Excel & PowerPoint) & MS Outlook

Operating ERP /SAP HR Module.

Others:

Quick learner, effective communicator with excellent relationship building and interpersonal skills, strong process orientation, analytical skill and critical problem-solving abilities Ability to convince over phone and face to face, experience in working in a small and medium team, capability to handle multi tasks / roles smoothly and thoroughly, sound strategic and implementation skills Self-managed and can drive own high level of activity to get the job done. Highly organized and able to prioritize assignments, calm under pressure Articulate and professional

Accurate, precise, time bound & ethical in all assignments. EDUCATIONAL QUALIFICATIONS

MBA (HR) From Sikkim Manipal University, 2009

o Job Training on Recruitment process of Tata Steel (SNTI) in Tata Steel

B.SC. Environment & Water Mgt (H) from Ranchi University, 2007 o Job training at TATA MOTORS on Air Quality Monitoring o Job training at TISCO WATER WORKS on Water Purification Process

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