Customer Service/Relationship Management/Administration

JASMINE SETHI

E: *******.*******@*****.*** Status: Permanent Resident

M: +1-437-***-**** Toronto, Canada

CUSTOMER/CLIENT/ADMINISTRATIVE SERVICE/RELATIONSHIP MANAGEMENT

PROFESSIONAL SUMMARY:

Qualified Client Service Representative with 5+ years’ experience in a fast paced environment. Dealt in technical/customer support in telecommunication industry, Client Relationship management in a SAAS firm and handled administrative duties for a leading hotel.

SKILLS & ABILITIES:

Strong Client Relation& management

Pro-active, friendly & Team Player

Multi-tasker & good Rapport Building

Active listener, critical thinker & problem solver

Knowledge of CRM Software- Salesforce, Zendesk, Slack, QuickBooks, etc

Ad Hoc Duties- office management, HR recruiting, Payroll, Handle RFPs, etc

Customer complaint Escalation Resolution

MS Office- Word, Excel, PowerPoint

Generating Reports- Account & finances

Troubleshoot, Service & Support

KPI and target based environment

Time management, flexible & Go-getter

Employment:

1.TECHNICAL MULTI SPECIALIST, VOCUS GROUP COMMUNICATION (2017-2018)

Competently provide inbound & outbound proactive Technical phone support including email enquiries.

Handled Technical and Financial customer complaints & escalated cases.

Investigating and troubleshooting faults, outages, incidents and gremlins with Vocus products or services

Analysing and explaining billing records, product & plan configuration, & service add-ons

Managing and logging faults on Chorus as per customer’s requirements

Working with a bunch of Team leaders & Managers to provide customer satisfaction.

Dealt with Domain Names and DNS, ADSL/VDSl/ Fibre Network, Voice Over IP and SIP settings, etc

2.Product Consultant, Cvent, Inc. (NYSE:CVT) (2014-2016)

Serve as a primary point of contact for clients regarding projects and strategic level questions both on the phone and via email.

Offer best practice tips to clients to help them use Cvent’s products to effectively meet their business goals.

Provided on-going telephone and email support to existing clients to resolve account and technical issues and maintain excellent business relations.

Created custom reports for the Clients, maintaining Project Dashboards, Team reports and involved in Quality and Report Analysis.

Account reviews, forecasting and ensuring value add to the purchase of the services

Support creative team to develop the tools.

Advise clients on how to leverage marketing opportunities with social media and email campaigns.

Use tools like Salesforce to report and maintain all the data related to internal projects and client facing activities.

When needed business travel to consult, advise and support specific and unique client events.

Collaborate with the sales team to introduce new features and opportunities to clients.

Achievements:

Star performer for achieving the highest number of calls and emails processed for several months.

Won the Rookie of the Year Award (2015-2016)

Worked for two processes of Cvent. Gained insight to Cvent’s ticketing software as well as worked for the company’s Hospitality cloud.

3.Client Relations Officer, R1 Square Boutique Hotel (2012- 2014)

Responsible for a range of administrative support activities such as managing correspondence, printing, binding and filing documents, coordinating meetings, etc.

Responded to RFP’s from the corporate clients and handled client emails and telephone queries, monitor customer service by speaking with guests, reviewing written guest satisfaction surveys and observing associates.

Assist with the recruitment and hiring processes

Processed hotel payroll and handling any performance appraisal and termination process.

Handled accounting and purchasing functions

Support the General Manager and managing the day to day based administration activities, including financial, accounting and personnel services.

Book travel arrangements

Education:

MA (H) in Philosophy from Ramjas College, Delhi University (2013)

BA (H) in Philosophy from Daulat Ram College, Delhi University (2011)

CANADIAN EQUIVALENCY- Bachelor's degree (three years) and Bachelor's degree (four years)

Languages Known: ENGLISH, HIINDI and PUNJABI (Basic)

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