Customer Service Sales Representative

Divya B

Mobile # +91-779-***-**** ***********@*****.***

Profile Summary

Self-motivated and results driven professional with over 3 years of hands-on work experience in the customer service

industry. Worked with an international BPO for 1.5 years and with a Government of India, retail store for 1.5 years.

Aggressively instrumental in reaching out to meeting and exceeding process Service Level Agreements (SLAs) by providing

exceptional customer service and delight. I would like to learn new processes, innovate different ways of doing things at

work, improve my technological skills and grow up in my career.

Career Summary

A. [24]7 Inc. (from May’2011 till October’2012) - Was engaged as a “Interactive Social Media Advisor“ for

“Sears”, a leading retailer of general merchandise, tools, home appliances, clothing, and automotive parts and

services in the United States

Key roles and responsibilities in [24]7:

Was part of the frontline customer service team and interacted with customers through a 24X7 online chat

platform

Listening, understanding and resolving customer queries as per the established org policies and procedures

Double up as a sales representative by guiding customers to place orders online and also assist in placing orders

on behalf of the customer

Handle concurrent chats with relative ease and without losing focus for a long duration

Resolve customer escalations with sensitivity and calmness

Maintained a self-improvement tracker basis “Voice of the Customer” to track self-progress on a daily basis

Delivered exceptional customer interactions with more than 95% quality scores consistently . Also record and

discuss challenging interactions with my supervisor to improve my response quality

Share best practices and provide updates to team members during shift briefings and debriefings

Attend calibrations with the internal QA team to get feedback as well as attending external customer

calibrations on a requirement basis (as per quality guidelines)

Mentor new comers to the team diligently and help them come up the learning curve (SBS)

Responsible for maintaining our team’s SLA tracker on an hourly basis and give a daily/weekly update to the TL

& Manager

Was always ready to support the process when there was a Business Continuity (BCP) situation

Important Metrics that I’m aware of:

Customer Satisfaction – CSAT %

Customer Dissatisfaction – DSAT %

Average Length of Chat – ALC

Average order Value – AOV

Quality Scores %

Home Tutor (from April’2013 till November’2014) – I believe in continuous learning. After moving to Delhi

B.

post my marriage, I decided to become a home tutor so that I will be constantly in touch with my interpersonal

skills and also keep myself engaged. I loved teaching because it gave me a chance to connect with children and

act as a link between their school and home. I was also able to generate additional revenue for my family.

C. Mysore Emporium (from December’2009 to May’2011)

Advise customers on the selection, price, delivery, use and care of goods available from the store, with the aim

of encouraging them to buy and to return to buy in the future

Take special orders for items not currently in stock, or not normally stocked, and notify customers when the

items have arrived

Operate cash registers and accept payment, or prepare finance arrangements

Package goods for customers and arrange delivery of goods

Be aware of health, safety and welfare issues and practices

Participate in stocktaking (counting and describing the goods in stock)

Arrange for the repair of damaged goods or advise on necessary repairs of items

Strengths

Reasonable working knowledge of computers

Detail-oriented, can multi-task with good communication and interpersonal skills

Adaptable, fast learner & enjoy working with people

Reasonable problem solving skills

Energetic with a positive outlook towards work and family

Willing to work in any shifts as per the business requirements

Educational Qualification

Completed Diploma in General Insurance from RBANMS, Bangalore during 2008-2010

Currently pursuing B.com from Bangalore University with an aim of completing this by 2015

Rewards & Recognition:

Certification of Recognition from 24/7 for highest login hours and Lowest ALC

Personal Details:

Address for communication # 293, Opposite to Darga, Next to Deepak Stores,

Vasavi Mahal Road, KR Puram Extention, Bangalore - 36

th

Date of Birth 18 November’1988

Valid Passport Yes

Marital Status Married

Husband’s Name Dhileep Kumar J

Husband’s occupation Accounts Officer, Vasavi Power Pvt Ltd, New Delhi

Languages known English, Kannada, Telugu, Hindi and Tamil

Looking forward to be a part of your organization!

Date:

Place: Bangalore, KA

Yours Sincerely,

(Divya B)

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