Customer Service Quality Assurance

SAKSHI SURI

E-mail: ************@*****.*** Mobile: 981*******

**, ****** *****, ******* *****, NEW DELHI-110087

OBJECTIVE

To take a challenging post for understanding business change needs, assessing the

impact of those changes, capturing, analysing and documenting requirements and

then supporting the communication and delivery of those requirements with relevant

parties.

WORK HISTORY

HCL TECHNOLOGIES LTD Jun 2012 Mar 2014

CUSTOMER SERVICE EXECUTIVE

DUTIES AND RESPONSIBILITIES

• Responsible for handling 36 clients approximately.

• Was a back-up team leader, in absence of team leader responsible for

handling team of 23-26 agents.

• Answer calls professionally and provide information about test centre, register,

and schedule and cancel appointments.

• Coordinate with test centre in case of emergency schedules.

• Coordinate with test centre and candidates in case they want accommodation.

• Keep records of customer interactions and transactions, recording details of

inquiries, complaints, and comments, as well as actions taken.

• Follow up to ensure that appropriate actions were taken on customers'

requests and complaints.

• Refer unresolved customer grievances or special requests to designated

departments for further investigation.

CROSS CULTURE FASHIONS Jan 2010 Jun 2012

MERCHANDISER/COORDINATOR

DUTIES AND RESPONSIBILITIES

• Responsible for sampling and production both of buyers mainly Zara and

Bershka. Preparing sample as advised by buyer and get approval from buying

house.

• After getting order from buying house for production, make production Time

and action calendar. Execution of sourcing trims / accessories.

• Distribute order to production and trim department.

• Coordination with buyer or buying house if any clarification is required during

production. Get approval from Quality Assurance and Testing department.

• Coordination with packing, shipping and documentation department for

forwarding the approved shipment. Keeping track of style status and updating

the same to top management and buyer representatives.

COLORPLUS Dec 2007 Dec 2008

CUSTOMER RELATIONSHIP OFFICER

DUTIES AND RESPONSIBILITIES

• Promote brand products through excellent customer service and build up

close relationships with customers. Act as a contact point between customers

and company.

• Act as a contact point between customers and company.

• Finding out what information, products or services the customer requires to

meet his/her needs, providing clear, accurate and relevant information.

• Maintaining a strong knowledge of products of the company.

• Sales activity planning, including reviewing existing customer files to identify

sales opportunities. Responsible for make daily, weekly, monthly and annual

reports.

• Responsible for visual merchandising of entire store.

• Personally calling and sending emails to keep customers informed of the new

products or services, etc.

EDUCATION QUALIFICATION

MBA in International Business (Pursuing)

Symbiosis Centre for Distance Learning, Pune

2007

BA (Programme) with Mathematics

PGDAV COLLEGE, DELHI UNIVERSITY

RETAIL MANAGEMENT

INDIAN RETAIL SCHOOL

Consumer and organization

behaviour, customer service

and selling skills, marketing,

principles of management,

warehouse and supply

management, buying and

visual merchandising,

communication, personality

development, etc.

Commerce with Mathematics

St. Mary's Sr. Sec. School (10+2)

ACHIEVEMENTS AND AWARDS

Awarded twice as outstanding performer in Customer service in HCL

Technologies Ltd.

Won as best wall designer in Indian Retail School for promoting sports car.

Scored Second position in PGDAV college.

COMPUTER PROFICIENCY

• PROFICIENT IN MS WORD, MS EXCEL AND MICROSOFT POWER POINT.

LANGUAGE SKILLS

English

Hindi

Punjabi

PERSONALITY TRAITS

Hard worker

Quick learner

Goal oriented

Work with planning

PERSONAL DETAILS

FATHER’S NAME: Mr. Mukesh Suri

DATE OF BIRTH: Jan 21st, 1989

SEX: Female

MARITAL STATUS: Single

NATIONALITY: Indian

DECLARATION

I declare that the above particulars are true, correct and complete to the best of my

knowledge. I am also confident of my ability to work in a team.

SAKSHI SURI

DELHI

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