Customer Service Management

DEEPIKA SHARMA

** ******** ****, ********, ******* L6P 2S8 H: 905-***-**** C: 647-***-****

************@*****.***

PROFESSIONAL SUMMARY

An ambitious and result-driven individual with strong academic credentials. Capable of working independently and as a member of a team, in order to plan, coordinate and execute work assignments. Excellent communication ability. Punctual, patient, hardworking and dependable member of a team. Possess strong leadership skills along with the ability to deal creatively and practically with office challenges/issues and interact effectively with colleagues and clients.

Talented Customer Service Representative possessing in-depth knowledge of public relation and communication, as well as advanced understanding of Microsoft word, Microsoft Excel, Power-point and various computer programming. Personable and friendly with superb negotiation and presentation skills.

SKILLS

Process improvement Project management

Strategic planning Recruitment and talent development

Customer relations Multi-operations management

Personnel management New product introductions

Complex problem solving Customer-oriented

High-profile presentations Flexible thinker

Customer needs assessment Talented multi-tasker

Visionary

Results-oriented

WORK HISTORY

EDUCATION COUNSELOR. 04/2010 to 02/2013

ADARSH MANAGEMENT INSTITUTE OF INDIA – Ahmedabad, India

Provided proper information to students regarding distance educations courses from various UGC approved colleges.

Developed a good public relation with many students and colleges.

Managed the administrative functions of the company including Recruiting staff & Accounting.

Acquired practical skills in drafting formal letters, strategic planning, business management, and marketing.

Drove the short-term and advanced promotional planning processes.

Analysed key aspect of the business to evaluate the factors driving results and summarized results into presentations.

Planned and conducted 10 staff training per month, with an emphasis on satisfying customer.

Coordinated upper management’s market visits and key account calls.

Cultivated trust between the company and customers by solving their problems quickly.

VISA COUNSELOR. 02/2013 TO 01/2014

WINNY IMMIGRATION AND EDUCATION SERVICE PVT LTD

Managed and coordinated the workflow related to visa applications.

Increased the customer satisfaction by creating a customer-focused environment and empowering staff members to deliver exceptionally well customer services.

Met deadlines and achieved targets in less than time specified recognized by superiors as an efficient performer with strong leadership skills and the ability to empower/motivate others.

Developed interviewing and counselling skills while handling cases involved visa cancellations, drop out studies. Managed client intake and assessment – consulted with clients to determine their problems and concerns and obtained relevant information. Determine and discussed client’s options with in-house counsels and provided guidance and advice to clients regarding their education, career and opportunities.

Gained “hands-on” skills in interviewing, client counselling, intake assessment and presentation.

Exceeded sales goal by at least 10%

Created market and customer-specific marketing solutions for managed brands.

Maintained up-to-date client’s information with data entry.

Call Centre Representative 02/2016 TO 05/2016

True North Home Solution – Mississauga, Canada

Daily made outbound calls around 250.

Achieved target in given specific time.

Scheduling an appointment with homeowners for the inspection of their old furnace and air conditioner.

Set up date for equipment installation.

Responded to and handled customer complaints and inquiries in a timely manner.

Maintained a polite and professional telephone manner.

Build customer interest in the services offered by the company.

Developed personal organization and multitasking skills in a fast paced environment.

EDUCATION

Masters of Commerce: Commerce/Management, 2013

GLS INSTITUTE OF COMMERCE, GUJARAT UNIVERSITY – Ahmedabad, India

Coursework in Business, Management and Communications

Bachelor of Commerce: Commerce/Management, 2011

NEW L.J. COMMERCE COLLEGE, GUJARAT UNIVERSITY – Ahmedabad, India

LANGUAGES

Fluent in 4 different languages – English, Hindi, Punjabi and Gujarati

CERTIFICATIONS

Course on Computer Concepts (CCC) – conducted by National Institute of Electronics and Information Technology, Government of India.

CERTIFIED IN Foreign Exchange, International Finance and Risk Management – administered by the State Government (Government of Gujarat)

International English Language Testing System – conducted by British Council.

Accounting Software – Quick Books

ADDITIONAL INFORMATION

PERSONAL INTEREST/ACHIVEMENTS * Developing public relations * Hold a high rank on school’s and college’s quiz competition * Awarded as a child leader in school.

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