MONIKA LUTHRA

*** ****** *** **, **** ***, Mississauga L5B 0G7, Ontario

Mobile: 437-***-****; Email: ac8nn0@r.postjobfree.com;

PROFILE & SUMMARY

Proactive and detail Oriented Professional with a sterling career graph of approx 5 years across Backend Support, Process Handling, Operations Computers, Team Management & Customer Support

An executive with strong People Management Skills, capable of managing members having distributed skill sets, Ensuring utilization of resource and mentoring of the team members as well as maintaining TAT, Quality, Productivity and Behavioral aspects of the Team.

Demonstrated capabilities in managing process verticals with strong background in implementing process improvements and quality initiatives for desired performance levels.

Excel in complete process management with overall responsibility for maintaining various process metrics and strict adherence to the compliance procedures at all times.

Excellent time management skills with proven ability to work accurately and quickly prioritize, coordinate and consolidate tasks whilst simultaneously managing the diverse range of functions from multiple sources.

Work Experience

Swarn Jewels Nov2015 – Sep 2018 INDIA

Customer Service Representative

Handled queries from customers & vendors online and on calls.

Developed innovative marketing campaigns targeting demographic and drive brand exposure.

Handled inventory on ecommerce platform on eBay and company’s website.

Handled emails received by vendors and customers. Assisted customer on calls and online on web

Worked collaboratively with team members to drive customer service initiatives

Provided accurate, valid and complete information by using the right techniques/information.

Handled customer complaints with appropriate solutions and alternatives within the time limits, followed to ensure resolutions

GE Financial Services Pvt Ltd. Aug’07 –Jul 2008 INDIA

Customer Service Associate (Sourcing Compliance)

Handled queries from vendors and managing incoming calls and vendor queries

Handled escalations from customers and vendors and resolving their concerns

Handling Team Mailbox.

Approving bills of different vendors.

Assuring that appropriate processes are carried out by the team by involves in quality checking of each and every work assigned to the members.

Handled customer complaints with appropriate solutions and alternatives within the time limits, followed to ensure resolutions

HEWLETT PACKARD SALES INDIA PVT LTD. Jul’2005-Jul 2007 INDIA

Backend Support (Customer Management Team)

Assigned the calls and cases escalations direct partners within North India.

Looked after the gamut of responsibility pertaining to tracking of CAD Cases for region/Multiple Parts Investigation/ provisioning of expenses for a particular region.

Processing of the cases & assigning of them to the correct partners of HP

Responded to the mails of HP Partners & played a pivotal role in solving their queries & issues.

Deftly handled a couple of other responsibilities such as Disputed Cases Investigation/Process Training for Partner/DOA Tracking/Transit Damage/Partner Communication

ACADEMIC

Post Graduation, 2005

MBA, Rohilkhand University

Graduate, 2002

B.A Delhi University

Computer Skills

Done GNIIT (software development) from NIIT in 2002

REFERENCES: Available upon request

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