Customer Service Support
Resume:
Sangeetha Arun Kumar
Customer Service -IT and ITES
Calgary, AB-Canada
Mobile: 403-***-****
E-Mail: ***************@*****.***
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Career Objective
Seeking a position in Customer Service department where my
Experience will be further developed and utilized.
Professional Experience
Experience of 8+ years in Customer Service Industry: Administrative head
May 2011- till Jan 2014 with Smart Kids School and with Dell International
Services - Advanced Resolution Expert from May 2004 till April 2010.
At Smart Kids School:
Joined as front desk receptionist on May'11
Promoted to Head-Administration and customer service Desk Apr'2012
At Dell International:
Joined as Customer support associate Aug' 04.
Promoted as Senior Customer support associate Aug' 05.
Promoted as Customer support expert March 06.
Promoted as Advanced Resolution Expert Jun 07.
Professional Synopsis
Head-Administration and Customer Services Desk- Smart Kids Play School
> Receive, direct and relay telephone messages and fax messages
> Direct the First Nations Members and the general public to the
appropriate staff
> Member
> Pick up and deliver the mail
> Open and date stamp all general correspondence
> Maintain the general filing system and file all correspondence
> Assist in the planning and preparation of meetings, conferences and
conference
> Telephone calls
> Make preparations for Council and committee meetings
> Maintain an adequate inventory of office supplies
> Respond to public inquiries
> Provide word-processing and secretarial support
Assist the Executive Director and other staff as requested
> Provide administrative services for the Executive Director
> Help arranging parent-teacher meeting on regular basis.
> Maintain records on statutory compliance
Receptionist-Smart Kids Play School
> Booking meetings
> Meeting and Greeting Clients
> Arranging couriers
> Keeping the reception area tidy
> Answering and forwarding phone calls
> Screening phone calls
> Sorting and distributing post
> Maintain school fees records.
Advanced Resolution Expert
> Collate and to prepare Decks and data for the Weekly, monthly &
Quarterly Business reviews and Stacks.
> Expert vision on the process implementations and study with suggestive
improvements.
> Directing the process for reducing the incident in the process and
handling escalation.
> Mentor the new hires on floor by coaching them.
> Worked and contributed towards Sample Validation project.
> Sending Weekly SOP'S, preparing shift schedules for the team.
> Actively involved in organizing fun activities for the floor.
Customer Support Expert
> Validate the Online orders across 13 regions in EMEA.
> Maintaining error rate by providing timely feedbacks to the agents
through effective team huddles.
> Maintain the quality by capturing errors which are made by the agents.
> Working with the Validation team and ensuring Zero backlog at the end
of the day.
Customer Support Associate - Sr. Customer Support Associate
> Raising online orders across 13 regions in EMEA.
> Maintaining the individual error rate.
> Contacting the customer in case of discrepancy of credit card details,
address details and system configuration issues.
AVAILABILITY
Available for telephonic/personal interview anytime. Can be reached on
LANGUAGE SKILLS
Fluent in written and spoken English
EDUCATION
Bachelor's degree in Commerce from Osmania University, India -2001-2004
Work Experience:
Organization
Designation
Duration
Smart Kids Play School
Head-Administration and Customer Services Desk
Apr 2012 To Jan 2014
Smart Kids Play School
Front Desk-Receptionist
May 2011-Mar 2012
Dell International Services
Advanced Resolution Expert
Jun 2007-Apr 2010
Customer Support Expert
Mar 2006 -Jun 2007
Senior Customer Support Associate
Aug 2005 - Mar 2006
Customer Support Associate
Aug 2004 - Aug 2005
Hobbies:
Painting
Making New Friends
Travelling
Cooking Indian Food
Achievements:
At Smart Kids:
Best Administrator award for the year 2013.
Star performer award for June 2011.
Always exceeded set targets and achieved awards in the following areas:
Best order entry agent -December 2004,January-2005,
March-2005june-2005,August-2005,September-2005
Best of breed for September 2005.
Star of the month award for best validator -nov-2006,September-2006
10 weekly awards during Q4 Contest in 2004.
11 weekly Cash awards during Q1 Contest in 2005.
2 weekly awards during Q4 contest in 2006.
Responsibilities as Advanced Resolution Expert
. Maintain guest relationships and promoting customer loyalty & ensure
compliance with Standard Operating Procedures to enhance guest
satisfaction
. Guide the Process Improvement Teams to attain their goals
. Develop new Management Information System, formats and uses, thus
increasing operational efficiencies leading to higher level of guest
satisfaction
. Impart training to the staff at regular interval by briefing
. Handling effective relationship management, acting as a point of
handling escalation.
. Ensuring high quality customer experience.
. Identifying and implementing strategies for building team
effectiveness by promoting a spirit of cooperation between team
members.
Core Competencies:
Customer Focus Commitment (at all levels)
Problem Solving Responsibility (clear and supported with suitable authority
- with at least one person responsible for customer
problems)
Drive for Continual improvement (to meet or exceed customer
Results expectations)
Dealing with Competencies (of staff - in recruitment, training and
ambiguity assessment)
Intellectual Culture (customer service ethos)
Horsepower
Integrity & Credibility (keep promises)
Trust
Training
> One Day Quality Program on Six Sigma.
> One day training session on Team Lead Essentials, Excel and Outlook.
References: Available On Request
Contact this candidate