Customer Service and Sales officer

Resume

Name Mamta

Email- ***************@*****.**

I want to be part of a successful, vibrant and growing organization and to contribute towards its growth by utilizing my skills and knowledge to the best of my abilities

Personal Particulars

Father Name Mr. N.K Sharma

Date Of Birth 5th Jan 1982

Nationality Indian

Marital status Single mother

Language Known English, Hindi, Punjabi.

Educational Qualifications

High School

Arya Girls High School Sonipat.

Higher secondary School

Hindu Vidya Peeth School, Sonipat.

Bachelor of Commerce (Pass)

College of Correspondence Studies, Delhi University.

Other Courses :

DOEACC Completed PGDCA (DOEACC ‘O' and ‘A' Level).

Primary Nursary Teacher Training Course, Shiksha Bhawan Delhi.

Work Experience :

April 2012- March 2014

Cadre : Sr. Sales Officer (Operations Sales Comcast U.S Live Chat Process)

Organization : Convergys Services India Pvt Ltd.

Responsibilities Held:

* Selling Phone, Internet and TV Cable services by ensuring compliance with United States Federal Regulations and agilest guidelines while providing excellent quality service.

* Offered Instant solution of customer problems by Concern Assessment.

* Provide resolution for billing related queries.

* Offered Value Added Services by Need Assessment.

* Activations, Use to do All Provisioning.

* Modifying Punches (time keeping system) for the entire team.

* Maintains reports like Downtime time tracker, over time tracker, etc.

* Ensuring that process updates are made available to all agents.

Nov 2005 - Feb 2010

Cadre : Sr.CCO/RBS (Dispute Correspondence-Capital One US)

Organization : Convergys Services India Pvt Ltd.

Process worked on:

Sr. Financial Dispute Analyst (Back Office Banking Operations/Specialty Operations)

Responsibilities Held:

* Working in Specialty Queue of DCorr Exceptions Richmond i.e. a specialty queue where we work on those cases which have been routed from India (due to some system issue or due to lack of flexibility in web based application called Chordiant) to US.

* Ensure compliance with United States Federal Regulations while providing excellent quality service.

* Resolution of credit card disputes in accordance to Visa & Master Card guidelines and adherence to Regulation Z under US Law.

* Modifying Punches (time keeping system) for the entire team.

* Maintains reports like Downtime time tracker, over time tracker, etc.

* Ensuring that process updates are made available to all agents.

* Worked in the Pilot batches of new software's called Orion and Chordiant.

* Mentoring- I have been elected as a Mentor in my team .I have been entrusted with the responsibility of working with associates under my supervision on their performance statistics, giving them constructive feedback and charting a progress path for them.

* Floor Support- I have undertaken various floor support opportunities, wherein I assist the new customer care officers/disputes analyst in capitalizing the knowledge they gained in the training room and applying it on disputes.

* Worked in the specialty queue of Waving finance charges.

* Worked in the specialty queue of General-Correspondence i.e. updating address, issuing new cards to customers, changing name etc.

* Analyzing financial health of customers, updating credit history.

* Quality SPOC- worked as a Single Point Of Contact for quality related issues within the team of 16 associates.

Sept 2002-2004

Cadre : Customer Care Officer(Front Desk)

Organization : Bharti Cellular Limited(Airtel Franchise)

Responsibilities Held:

* Offered Instant solution of customer problems by Concern Assessment.

* Use to handle billing related queries.

* Offered Value Added Services by Need Assessment.

* Activations, Use to do All Provisioning.

* Coordinating with sales team.

* Update sales team about New Schemes.

* Worked as Cash collection officer.

Achievements:

* Got Visa International award 2006 from Convergys Client.

* Got Certificate of Excellence from Convergys Client.

* Got Star Performer for the month of October 2008.

* Received Certificate of Appreciation from Convergys and Convergys Client.

* Promoted as a Route Back Specialist as a part of Operations where I have to monitor cases that has been routed to other Departments for their validity.

Date :

30/10/15

Place: Sonipat (Mamta)

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