Customer Service Manager

CURRICULUM VITAE

RAKESH MISHRA Address:-

H.No:- 89 Ward no 3 near Govt Sr.sec.School

Farrukh Nagar Distt: - Gurgaon (HR) E-mail: ****************@*****.***

Mob: +91-956**-*****

Total 4.5 years’ Experience

CARRIER OBJECTIVES

• To work with reputed firm with opportunity of growth by employing the best of my potential and be the strongest pillar in the organization, I get a chance to work for.

QUALIFICATION

• 12th Passed from Board of school Education Haryana Bhiwani.

• Graduate from Maharishi Dayanand University. Rohtak

ADDITIONAL QUALIFICATION

• 1 year computer software application course from NIT computer center Farrukh Nagar.

WORK EXPERIENCE

• Currently working with GE Capital as an Executive for State Bank of India Credit Card Department

From 12th Dec 2011 to till date.

JOB RESPONSBILITIES

• Preparing MIS data of the team conversions after finishing the whole day work.

• Preparing Roaster for the weekly offs of Team Members.

• Increasing credit limit.

• Working knowledge of Delite, vision+.

• Customer handling and satisfaction.

• Understanding the needs of customers.

• Team supervision in the absence of manager.

• Responsible for achieving the targets on a daily basis like Productivity, maintaining wrap time, break timings & first call resolution along with ensuring high quality of service with zero unscheduled leaves.

WORK EXPERIENCE WITH SHOPPERS STOP LTD. From 7th Dec 2009 to 2nd Dec 2011

• JOINED on 07/12/2009 as a Customer Care Associate.

• PROMOTED as a Cashier after 7 months.

• PROMOTED as a Customer Service Desk Team Member on 08/11/2010 for Shoppers Stop Saket. Delhi

• PROMOTED as a Customer Service Desk /First Citizen Membership Program TEAM LEADER on 25/07/2011 for Shoppers Stop Rajouri Garden. Delhi.

JOB RESPONSBILITIES (CSD/ FCD TEAM LEADER)

1. Managing exchange desk

• Ensures smooth exchanges of merchandise of customers

• Ensures capturing, addressing & replying to all customers

• Solving complaints & queries in timely manner

• Analysis of feedback.

2. Managing staff

• Supervises & schedules all CSD, Gift wrapping & tailoring staff

• Appraising the CSD staff along with the respective Department Manager

• Training Staff

3. Managing FCC Desk Operations

• Ensures timely issues of cards

• Addresses & replies to FCC customer complaints & handles other trouble shooting activity with support from the services office

• Ensures redemption of FCC points happen in a smooth manner

• Manages activities related to FCC promotion

4. FCC targets

• Ensures achievement of FCC targets along with head of the unit marketing

• Keeps track of FCC target achievement in different sections & drives the acquisition of FCC targets through the unit head

• Does FCC tie ups at the local level after the necessary approvals are taken from SO & the Unit Head

5. BACK END INTERACTION WITH THE SERVICES OFFICE

• Ensures fortnightly stock reports on (Cards, FCC Benefit guide, collaterals, and envelopes) to Services Office on time.

• Ensures Daily enrollment (sorted forms) is sent to the Services Office for data entry.

• Correspond with the Services Office with upgrades, renewals of cards etc.

QALITIES & STRENGTHS

• A good team member with lot of patience & zeal to work.

• A self-motivated person, to work for achieving the goals.

• Having a good aptitude & analytical mind so.

ACHIEVEMENT

• Consecutively, for 4 months rewarded for enrolling highest members in shoppers stop (Gurgaon Store) and honored with the certificate signed by CEO and Area Controller of the store

• Rewarded for having three simultaneous promotions in a time span of 20 months.

• Honored with the trophy and certificate signed from UNIT HEAD for enrolling highest enrollment in quarter period.

• Got “INTEGRITY AWARD” for living up to the stores value “WE WILL NOT TAKE WHAT IS NOT OURS” after returning a lost wallet to its owner (customer) having 51,152/- cash & credit cards.

HOBBIES

• Listening to music, cooking, long running on weekends and interacting with new people.

OTHER DETAIL

• Father’s name : Mr. Mahesh Mishra

• Languages Known : Hindi and English

Date:-

Place: - (RAKESH MISHRA)

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