Customer Sales backoffice

SURBHI BHATIA

Mobile: +919*********/987-***-****

E-mail: **********@*****.***

Seeking assignments in Process Management Operations, CRM with an organization of

repute preferably in the Service Sector

Summary

An incisive professional with over 8 years of experience in the areas of Process Management,

Operations and Client Servicing. Presently working with Exl Business Process Solutions

(Gurgaon) as a Sr. Analyst. Worked with John Keells Group and Holdings (Gurgaon) from Oct

2012 till Jan 2014 as a Senior Data Research Analyst.

Job Description:

1. Manage product catalogue on U.S. E-Commerce online shopping “The Children Place”.

2. Monitor daily sales and achieve monthly sales targets

3. Take care of daily operations for the E-Commerce website including order shipment,

invoicing, packing, stock in/ out, co-ordination with courier partners via email.

4. Update Daily stock requirement to buyer and work cross-functionally with other teams to

increase conversions.

5. Ensure fast order fulfillment and implement e-commerce strategies by establishing key

objectives; implementing and integrating solutions; managing staff.

Areas of Expertise

Also worked with IBM-DAKSH for 6 years as a Sr. Customer Care Executive . A keen planner

& strategist with the ability to manage project with perfection. Proven ability of achieving

Service Delivery/Process Targets. Well versed with US (inbound & outbound) Process. An

Excellent Communicator with the ability to deal with issues with accuracy & precision.

Process Management

1. Mapping global client’s requirements and coordinating in developing and implementing

processes in line with pre-set the guidelines.

2. Monitoring the overall functioning of processes, identifying improvement areas and

implementing adequate measures to maximize customer satisfaction level.

3. Attending calls (US), barging into the online calls to check the quality of calls.

4. Preparing MIS reports & other statements with a view to apprise management of the

process operations and assist in critical decision-making process.

Client Servicing

1. Managing service operations for rendering and achieving quality services; ensuring client

SLA in Quality is met.

2. Providing first line customer support by answering queries & resolving their issues,

ensuring minimum TAT.

3. Assessing the customer feedback, evaluating areas of improvements & providing critical

feedback to the associates on improvements and achieving higher customer satisfaction

matrices.

Operations

1. Undertaking responsibilities of removing unnecessary procedures in process for efficient

function.

2. Ensuring process efficiency by understanding client’s requirements & adhering to the set

norms.

3. Identifying defective products / issues through various troubleshooting techniques and

communicating the same with the top management.

I was handling Reservation and Queries of Members, Corporate customer's booking and

future sales and Dealing with Tie-ups properties for reservation. Coordinating for

Business Promotional Schemes. Handling customer queries like usage details etc. &

Dealing with customers. Follow-up with customers for their backlogs.

* Contacting Indian Airlines and Jet Airways for booking Air Tickets.

* Air Bookings as per customer’s requests.

* Handling customer queries

* Correspondence & communications with customers through e-mails & letters.

Professional Details

The Attainments:

1. Awarded several cash prizes for achieving targets and Goals of United Airlines Clients

for the month of Jan 08 and March 09.

2. Was Awarded Certificates for maintaining stack records and performance from last three

years.

3. Earned Several Loyalty and Statuary Bonus for stability with an organization

4. Received appreciation for handling post travel and pre travel queries via e-mail.

Compensating with travel certificates as well as goodwill miles accordingly for their

inconvenience while travelling.

5. Successfully attained 100% rating in Customer Response Letter.

6. Bagged Excellence Award for the Best Stood Highest Quality agent and won several

awards in the month of Oct 07, Nov 07, Dec 08, March 09 with IBM-Daksh.

7. Transferred to Citibank Project in IBM-Daksh from August 2009. Handling Non-Voice

Credit Card Billing Disputes of U.S. Clients. Handling Banking and Financial Process

queries and providing solution to card members of Citibank. Knowledge of PEGA and

AWS banking software.

8. Worked for Travel Domain Email Process. Knowledge of CRS, Apollo, GDS and

Amadeus.

Education

• Did Diploma in Office Management from Janki Devi Vocational Center (Delhi

University).

• B.Com from Delhi University in 2000-2004.

• 12th from C.B.S.E Board in 1999

IT Skills: MS Office

Personal Details

Date of Birth : April 28th, 1982

Address : 269, DDA Flats, Jaidev Park. East Punjabi Bagh. New Delhi INDIA

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