Customer Service Training

ARUNA RANI

Customer Service Analyst

Mobile: +91-970*******

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

Hyderabad, India

Best time to call: After 5pm (IST)

OBJECTIVE

Seeking challenging managerial assignments, to deliver effective production support and leadership skills for a top-notch organization

PROFILE SYNOPSIS

Competent, detail oriented and confident professional currently associated with ADP, India. offering more than 9 years of experience in Customer Support Relations and Operations

Vast experience in Customer service, by providing the highest level of service in order to achieve total Customer Satisfaction, maximizing organizational profitability

Effective utilization of all resources in order to build strong relationships with customers that will guarantee Customer Retention

Comprehensive knowledge of the methods and practices of providing customer service

Successfully received Lean Training and Certification from Genpact and worked for LEAN idea called SWAPING SHIFT for the process

Efficiently utilized software tools such as Citrix, Siebel, Mainframe, Excel, Word & PPT

In-depth knowledge of telephone services available, customer service policies and procedures

Excellent telephonic etiquette with outstanding customer service skills

AVAILABILITY

Ready to relocate within 2 months

Do not have a bond with the current employer

SKILL SET

Customer Service Delivery

Grievance Handling

Root Cause Analysis

Database & Records Management

Client / Customer Relationship Management

Target Achievement

Customer Satisfaction

Process Operations

Oral / Written Communication Skills

Team Building & Management

LANGUAGE SKILLS

Fluent in English

EDUCATION

Master of Business Administration (MBA – Marketing), Western International University, 2012

Bachelors in Arts (BA), Delhi University, India – 2004

ACHIEVEMENTS

Honoured with a Sliver Award for the Best Performance from Genpact, India

Won 6 Bronze Awards for the Best Performance from Genpact, India

CAREER CONTOUR

Organization

Designation

Duration

ADP, India

Customer Care Analyst

Dec 2014 – Till Date

Dell, India

Customer Service

Feb 2014 – Aug 2014

Genpact, India

Process Coach- L1.5

Nov 2012 - Nov 2013

Process Developer

Nov 2008 – Nov 2012

Process Associate

Nov 2006 - Nov 2008

Sahara India Pariwar

Motivator

Nov 2004 – Oct 2006

As a Customer Care Analyst

Currently working in ADP’s national accounts payroll department handling SME role

Respond promptly and answer/resolve customer inquiries and complains

Provide detail information regarding employee’s payroll checks & processing

Efficiently utilized software tools such as Siebel, EV4, EV5, Authoria

Investigate and resolve Payroll issues; proper recording and scrutiny of the complaints received

Received training on various aspects of US Payroll processing for initial Three clients : Sodexo, Realogy& Avis Budget

Provide & sent detailed description on W2 forms, Federal Tax and State Tax to employees

Actively participated received certification from Medha-Women empowerment group - Toast master

Maintain the documentation related with all the day to day activities and generate reports

Coordinate with the teams Train and mentor the new hires

As a Customer Service Pilot Process Pre and Post Sale (Inbound and Outbound)

Handle inbound & outbound calls for UK and Irish based customers, was involved in post sales queries (Phone, Chat and Email Support)

Involved in post sales queries, email management, for a UK based customer care center and ensure that daily call & e-mail targets are achieved

Assist customers on pre and post-sale/online and phone orders from Dell

Regularly track the customer’s order by collaborating with the companies and ensure that customer receive the goods on before time

Provide information to the customers on the status of orders

Based on customers convenience facilitated delivery date

Utilize conflict resolution to assist in customer complaints

Accountable for the escalations from agents and customers as acting supervisor

Effectively provide prompt customer service by resolving their issues in an effective manner

As a ITMS As Process Coach- L1.5

Spearheaded and managed a team of 20 agents

Efficiently train the agents with proper training sessions, action plans in order to improvise their performance levels

Publish reports, refresh business updates and guide fellow agents

Conduct process review on a weekly basis w.r.to performance of agents with Senior Management

Maintain CMP- Common Minimal Practice

Providing feedback effectiveness to the agents which is tracked via weekly graphic performance analysis

Prepare training modules and conduct training sessions as per the requirement of the process & agent

Effectively conduct brain storming sessions to gather & implement process improvement ideas

Perform route cause analysis and utilize ADDIE for custom training sessions

Used Training Needs Analysis (TNA) and SWOT analysis to discover the training and development needs in the process

Effectively maintaining the scores in GREEN - VOC-Voice of the Customer

Perform One On One sessions with each agent assigned every month and conduct Group Barge & Leadership Barge sessions on a weekly basis

Publish weekly performance dashboards, daily process related Updates, appreciation emails, FATAL & audit alert emails

Plan & conduct contest within the team to improvise the scores

Accountable for conducting Friday Fun at work

As a Process Developer

Conduct call listening sessions and mentor the new agents

Provide daily consolidated team-wise quality report to the team with MTD(Month till date) and prepare MTD for CSL’s & SLA’s

Train the new agents as per requirements on individual basis

Provide assistance to the Assistant Manager for the Green Belt Project

Supervise and train 9 Mexican agents including their MTD numbers & quality to improve their performance

Effectively monitor the calls & overall Performance for all Mexican agents

Generate reports on a regular basis and submit the same to senior management

As a Process Associate

Efficiently utilized software tools such as Citrix, Siebel, Mainframe, Excel, Word & PPT

Provide daily consolidated team-wise quality report to the team with MTD(Month till date) and prepare MTD

Perform collections on Business to Customer accounts for NISSAN & INFINITY Cars

As a Motivator

Handled a team of 4 executives

Identify sales opportunities in Insurance Policies to enhance customers' options

Ensure that the daily targets are met by the team and conduct the skip levels with executives

Provide beneficial training to the team members

Conduct weekly presentations and perform Need Analysis to ensure better results

Set up training programs in order to ensure better understanding of selling among agents

Worked with the support functions to ensure ‘focus’ group’s metrics improve

Conduct checks on periodic basis to drive quality system improvements

Lead training calibration calls to meet branch level metrics

REFERENCES

Available Upon Request

Contact this candidate