Ophelia C Simon
Mobile No: +919*********
Email Address: ac6ol8@r.postjobfree.com
MBA - Human Resources and Finance postgraduate who is keen to find a position in the field of Relationship Management, customer service and communication to meet my competencies, capabilities, skills and education.
Profile
Skilled in building relationships with clients/customers, attracting suitable jobseekers and also matching candidates through previous work experience.
Considerable experience in training and development for students and corporates.
Highly driven and ambitious with strong academic background and a fast learner with excellent interpersonal skills.
Professional and Personal Skills
Customer Service Management
Training.
Use of Social Media.
Problem Solving.
Team management skills.
Competent user of most of IT systems, SAP CRM
Ability to work under pressure in an ever-changing competitive energy market.
Possess a flexible approach to a fast moving and changing business environment while working within a department.
Work Experience
Sitel - United Kingdom January 2016 to July2018
Deal with customer’s enquiries and make bookings via telephone and email, delivering first- class customer service in a dynamic and fast paced environment.
Resolve all customer queries/complaints within remit without escalation including in resort complaints, taking complete ownership and promoting positive outcomes for all clients.
Effectively and proactively administer all systems with accurate and up to date client information.
Support other colleagues during busy periods to ensure all service level agreements are fulfilled, ensuring a team centric environment.
2
Liaise / coordinate with and book through Hotels, Airlines, Tour operators, Transfer and Car hire suppliers on a daily basis.
Complete back office tasks which include contacting suppliers for confirmation for confirmation of bookings and cancelations ensuring all actions are fully documented. Freelancer - Training August 2015 to October 2015
Personality development training in colleges
Soft-skills and language training
Grooming students to attend interviews and succeed. Samrudh - Health May 2015 to August 2015
Client relations co-ordinator
The company manages the online marketing for the health industry - clinics - dental, fertility, fitness etc
As client relation co-ordinator, I managed clients’ needs ( online marketing requirements, website etc ) with my team in office which included technical team and designing team
Developing online marketing strategy and requests towards developing and updating clients’ websites Providing different design ideas for clients’ websites EDF energy, Exeter, Devon – UNITED KINGDOM November 2011 to May 2014 Customer Service Advisor
Handling customer complaints via telephone, letter and email related to erratic metering and billing issues
Using advanced problem solving techniques to sort customer complaints and criticism
Explaining processes and procedures effectively, ensuring that professional standards of customer service are maintained.
Working with SAP (CRM)
Providing professional, expert service with a personal touch, treating each customer as an individual & understanding the customer’s situation before taking action.
Identifying and acting on any development needs including promotion of products and services
General administrative duties such as filing, photocopying
Essayed the role of an individual contributor where minimum service targets were 4 customer calls per hour
Highest target achieved – 6 calls per hour.
3
Senior Advisor – CRT (CRT – Complaints Resolution Team)
Member of the escalation cell, where customer grievance escalation was handled through telephone and email.
Dealing with issues that have escalated to consumer court level, which includes representing the company at court.
Updating your business knowledge in a competitive market and also reviewing products, processes and industry requirements.
Team Member KFC (Part time), UNITED KINGDOM July 2011 to April 2012
Managing the till and servicing customers.
Must have a flexible approach in a fast moving and ever demanding business environment.
To personally manage your own performance and targets, identifying and acting on any development needs.
Freelancer (Part-time) – Resourcing & Contract recruitment April 2005 to April 2008
Free lancing in providing manpower for different promotional activities
Promotional Events conducted for - Airtel, Hutch, Louis Philippe and Gatorade
Provided part time employees for events and earned though commission basis. Education and Training
M.B.A 2009 – 2011, Finance and HR, Sathyabama University, INDIA
B.Com 2005-2008, Commerce, Stella Maris College, INDIA
Certificate of Training: Core foundation for Teaching- RDS Recruitment Development Solutions-UK, London
Computer skills: Microsoft Word, Excel, Access, PowerPoint, Outlook
Language skills: English (fluent), Tamil (fluent) and French (moderate). Personal Details
Date of Birth: 28th April 1988
Interests: Music, Dance and Teaching