Customer Service Project Manager
Resume:
Mita Behl
**** ********** ********, ******
Experienced IT professional with track record of analyzing business requirements in software development. Improved efficiency via customization, development and implementation of software applications. Seeking to leverage skills and experience in a leadership role.
• Languages: Java, C, C++
• Database: SQL
• Microsoft Office Suite
• Time management
• Leadership skills
• Problem solving
• B.Sc Computer Science, Mumbai University
• CELTA, University of Cambridge. (The British Council)
• Planned, prepared and delivered high quality English language teaching that meets the needs of different customer groups taking into account individual learning styles.
• Taught English to classes of 10-25 students from various cultural backgrounds and nationalities.
• Planned, prepared and organized materials to implement a thematic approach to curriculum.
• Planned and facilitated the implementation of writing process, reading strategies and across the curriculum instruction using the balanced literacy approach.
• Taught English to adult learners with different levels of English
• Analyzed student requirement and planned lessons.
• Analyzed existing business processes to understand current operations.
• Identified gaps between existing processes and systems and the business needs.
• Worked with software vendors to design system changes to meet business requirements.
• Supported the implementation/deployment of process and system changes.
• Prepared customers to use system by conducting training.
• Assisted the Project Manager with timelines and keeping the team focused.
• Reported issues/findings/lessons learned to the Project Manager. Ensured that the status of work in progress is accurately reported to project manager.
• Conducted internal & external briefings, status meetings, and different stakeholder meetings.
****.****@*****.***
Summary
Skills
Experience
Teacher of English, The British Council (Oct 2017 – Dec 2018) English Teacher, Nirmal Bhartia (Jan 2017 – July 2017) English Trainer, ILSC (April 2016 – Dec 2016)
Education
Business Development Associate, Value Consulting (Feb 2012 – Oct 2012)
• SPOC for client communications.
• Generated leads for SAP suite products – SAP Business One, SAP ECC, BW / BIW, CRM / SCM/ SRM / HCM
• Maintained reports on a daily basis.
• Communicated effectively with key stakeholders at all the levels including both business and IT functions.
• Prepared SOW
• Designed RFI's (Request for Information) & RFP's (Request for Proposals)
• Conducted presentations and demos, providing relevant Information by working together with the development team.
• Delivered online presentations providing relevant Information to the client.
• Supported sales team by updating accounts in CRM systems (Salesforce)
• Actively participated and/or ran team meetings and offered recommendations/new ideas/feedback
• Answered customer calls regarding existing accounts.
• Made requested policy and account changes.
• Responded to questions and concerns, filed claims for the customer.
• Consistently improved customer satisfaction through expert resolution of conflict and concerns.
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• Answered customer calls regarding existing accounts.
• Counseled customers on options for service and coverage.
• Maintained up to date knowledge of credit cards regarding payments, account changes and upgrades.
• Developed highly empathetic client relationships and delivered exceptional customer service.
• Provided specialized knowledge and expertise to resolve issues related to AML regulatory compliance and potential risk exposure.
• Reduced AML exposure and maintained high level of performance and effectiveness within the business.
• References available on request.
Senior Customer Service Associate, Intelenet Global Services Limited (May 2007 – Oct 2009) Senior Customer Service Associate, Tech Mahindra (Dec 2009 – April 2011) Senior Customer Service Associate, Accenture (July 2011 – Jan 2012) References:
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