Customer Service Sales

Sunila Chugh

**** ******** **. *********** 647-***-****

ON, L5M 0A7 ******.*****@*****.***

Career Objective

To leverage my 8+ years of client-facing experience, training skills and expertise in the business processes into gaining a Technical Support or a Customer Service role.

Summary of Qualification

Established team player; proficient in ensuring the achievement of the strategic and operational objectives assigned.

Assisted in detailed development of plans & objectives, participation in cross-functional projects & business initiatives to improve operational performance of the organization.

Executed detailed project plans within set timelines, resources, coverage & prioritization.

Recognized numerous times for always using the ‘Customer First’ approach.

Certified in IT Service Management & Microsoft Solutions (MCSA)

Professional Association

Product Trainer for Hewlett Packard March 2015 – Oct 2015

Xylem Resource Management Pvt. Ltd.

Conducted technical sales training with retailer personnel including ‘customer ready’ training.

Provided hands-on, in-store demonstration of equipment through lectures, PPTs & other means.

Researched, prepared and maintained all training lesson plans.

Developed & maintained expertise in all Client product lines by working closely with SMEs.

Worked closely with marketing, engineering & core teams to identify & develop training/sales tools.

Functioned as a merchandiser advocate.

Technical Support Senior Associate May 2006 – Feb 2014

Dell International Services.

With Dell, my last assignment was as a Sales Coach/ Revenue Auditor, primary responsibilities included:

Providing front-line supervision to a customer service and revenue generation team.

Coaching agents to meet their metrics / results through mentoring sessions.

Driving results from Warranty Cost & Tech Metrics; Process Improvements using BPI approaches.

Help the Team shape deals with complex pricing, competitive analysis and longer deal cycle.

Monitor interval by interval productivity reports & drive strategy changes for the day, if required

As a Senior Support Resolver with Dell, my primary responsibilities included:

Providing resolution to complex Hardware as well as Software Issues, through thorough know how of the hardware & it’s programming interface.

Providing end to end support to sensitive as well as escalated cases.

Ensuring restoration of customer’s faith in Dell’s Technology & Product.

Providing feedback to Level 1 Customer service agents wherever applicable.

Excelling at recognizing Internal & External Customer's Needs & Expectations.

Conducting assessments; publishing scorecards and facilitating refresher training sessions.

As a Case Manager with Dell, my primary responsibilities included:

Follow-ups on all closed cases by the Inbound Technicians to ensure customer satisfaction.

Resolving complex issues forwarded by technicians or peers. Explaining technical problems & solution possibilities for customers with challenging expectations.

Participating with managers to determine focus areas through audits for technical improvements.

Driving Sales Target Importance in the team for the Agent/Organization growth.

The initial job responsibilities included providing technical help to the Dell customers.

Troubleshooting for the Dell Dimension, Inspiron & Studio range of Computers along with Printers

Handling OEM OS issues along with any third party software issues.

Configuration of Wi-Fi Networks & maintaining the network security of those networks.

Handling Virus, Spyware & Adware issues.

Professional Certifications

Microsoft Solutions MCSA

Effective from 10 Feb 2016 Certificate Number: F584-8724

IT Service Management ITIL Foundation

Effective from 14 Jan 2016 Certificate Number: 5588519.20495215

Academic Accomplishments

Masters in Computer Applications 2009

Bachelor in Computer Applications 2006

Technical Skills

Equipped to install, operate & configure Microsoft Operating Systems including Servers.

Equipped to prepare reports & presentations, manage CRM tools & databases and reporting tools.

Thorough with HW & SW aspects of computer networking & communication platforms.

Familiar with PCI-DSS environment & overall Retail POS Technologies & Tools.

Personal Interests

Music, Painting, Shopping, Reading & Movies.

References are available upon request.

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