Customer Service Sales
Resume:
Gaurav Kumar
**** ***** ******* ****. ***. #*** San Jose, Ca. 95119
*************@*******.***
SUMMARY OF QUALIFICATIONS:
• 3+ years Supervisory experience at a high end electronics company.
• 3+ years experience in a multi-skilled call center environment.
• A team player with strong communication, presentation, interpersonal, and
research skills.
• Highly motivated, goal-oriented, ability to adapt to all atmospheres quickly.
• A patient listener who fully focuses on speakers and understands a variety of
accents.
• Strong skills in time management, prioritizing tasks, and meeting deadlines.
• PC literate (Microsoft excel, word, power point) /Alphabetic and Numeric filing.
• Develop business plans; analyzed audits and variances; processed payroll and
payroll reports and filings; maintain/update accurate inventories.
• Act with ethical standards and integrity in all matters of business decision making
and relations.
HIGHLIGHTS:
• Ranked #1 for 10 months straight in the district and #1 in territory for highest
percentage of Best Buy credit card financing.
• Part of a selected few chosen to restructure Best Buy’s Web site to increase online
revenue.
• Rated highly effective for Comcast Performance Management in 2009, 2010,
2011, & 2012
• Contributed to making a retention team #1 for majority of the year at Comcast.
• Individual contribution led the success of the retention team collectively
achieving over 80% RGU (revenue gained units) and being the first retention
team to achieve this success in the West Division at Comcast.
RELEVANT EXPERIENCE:
Customer Sales Account Executive, Comcast, Morgan hill, Ca. 04/2012-
12/2012
• Provide services to first time and repeat customers.
• Consistently meet and exceed daily/monthly sale goals
• Upgrade/and upsell customer services into higher tier packages
• Resolve any customer issues by demonstrating product and service knowledge
• Assess monthly billing with customers
Retention Customer Account Executive, Comcast, Morgan hill, Ca. 07/2009-
04/2012
Retain customers wanting to disconnect services.
Achieve expected score card goals (R.G.U. retained, Revenue retained, calls per hour,
etc.)
Upgrade/upsell customer’s services into double or triple play services.
Resolve any customer issues or questions (billing, product features, etc.)
Demonstrate product and service knowledge to assist customers.
Use the R.I.S.E. technique (relate, investigate, solve, enhance) to help address
customer needs consistently on all calls.
Operations Supervisor, Best Buy, Sunnyvale, Ca. 08/2005-
09/2009
Process Payroll bi-weekly (hourly + salary employees)
Accurately audit and enter time cards (vacation time, paid time off, sick time, etc.)
Verify employee scheduled hours vs. actual worked weekly.
In charge of recruitment
Train new/current employees
Use and train new and current employees on “C.A.R.E.+” sales technique ( contact,
ask questions, recommend, enhance)
Coached and trained employees to meet and achieve department goals.
In charge of meeting daily weekly and monthly department sales goals (protection
plans, credit cards, revenue, etc.)
Utilized a positive coaching style to enforce company policies and procedures.
Create monthly business plans (revenue, profits and losses)
Manage monthly deposits for entire store/cash handling.
Process all terminations
Organize all 300+ employee files and paperwork (hire & termination applications, I-
9’s,
W-2’s, etc.)
Manage all employee time cards and processed payroll.
Manage front end cashiers and customer service returns counter.
Create all employee schedules to fit business needs.
Manage all inventory
Supervise all store departments and kept track of store goals.
Perform store opening and closing duties.
Participate in weekly supervisor meetings to discuss store sale goals
Conduct new hire orientation
Provide excellent customer service
PREVIOUS EXPERIENCE:
Sales Associate, Michaels Arts and Craft, Sunnyvale, Ca. 03/2005-
08/2005
Provide great customer service.
Assist,/suggest and provide certain items or projects.
Perform closing duties such as sweep the store, reorganize merchandise, and go-
backs.
Arrange floor setting for merchandise.
Runner/Server, P.F. Changs China Bistro, Sunnyvale,Ca
03/2005-07/2005
In charge of “running” out the food to each table in the restaurant by the order they
ordered in.
Awarded for providing excellent customer service and “running” out the food to the
table at a reasonable time from corporate mystery shoppers.
In charge of collecting all tips from the restaurant and dividing the total amount of
tips to everyone in the restaurant by the end of the day.
Helped with stock inventory.
Referee Youth Basketball League, Sunnyvale,Ca 01/2005-
03/2005
Referee Basketball youth basketball games from grades 1 through 8th.
Give tips/suggestions about the game from personal experience.
In charge of making sure games/tournaments ran accurately.
Sales Associate/Stock, Gymboree, Cupertino,Ca
11/2004-03/2005
Greet all customers.
Cash handling and process sale and return transactions.
Help out with the floor set.
Perform closing duties such as sweeping the floor, go-backs, and rearrange clothing.
Provide great customer service.
Foods Associate, Paramounts Great America, Santa Clara,Ca 05/2002-
09/2002
Work as a cash lead.
Analyze variances in cash.
Provide cash/change as needed for the restaurant.
Cook and serve food for customers.
Work on the register.
Perform closing duties and opening store procedures.
EDUCATION:
MISSION COLLEGE, Santa Clara, Ca. 2005-Present
MAJOR: Business Management
DEGREE: Associate of the Arts
FREMONT HIGH SCHOOL, Sunnyvale-Saratoga, Ca. 2001-2005
DIPLOMA: High School Graduate.
REFERENCES: UPON REQUEST
Available Upon Request.
Contact this candidate