Manager Customer Service

Summary:

Gathered business requirements through JAD sessions and one-on-one interviews with the Business Stakeholders and tracked the requirements.

Knowledge in using UML for Business Process Modelling, Use Cases, Activity Diagrams, Sequence Diagrams, Data Flow Diagrams, Collaboration Diagrams, Class Diagrams and document them using Microsoft Visio.

Ability to define timelines for prioritizing work requests using tools such as MS Project.

Used MS Office extensively (Word, Excel, Visio, Power Point, Outlook, Project) for calculations, graphs, analysis, presentation and documentation throughout the projects.

Experience with SQL. Knowledge in developing SQL queries to be used in the development of test cases and/or problem resolution.

Good Interpersonal skills in listening, mentoring, coaching, negotiation, mediation, influencing, conflict resolution and strong communication, written and presentation skills.

Knowledge of Waterfall and Agile Methodology.

Proficient in Four Different Languages (English, Hindi, Gujarati, Spanish).

Enhanced customer satisfaction and consistency in operations through development of standard operating procedures regarding product returns and a Customer-is-always-Right attitude

Took on company financials and prepared budgets as required. Worked with location management to review historical financial data along with present and future projects. Created workable budgets that maintained the company’s profitability.

Researched best practices and created tailored presentations to show the value in purchasing our products. Created visuals and demonstrated the return on investment a potential could achieve. Brought in interpreters when needed to make sure all at the potential client would understand.

Improved productivity through development of a comprehensive training program for our employees. Created curricula, handouts, and delivered lecture, small group and one-on-one instruction on the intricacies of both non-managerial and managerial positions.

Experience

Ameriwide Insurance Solution LLC, Feb-2016/Aug-2016

Customer Service Representative (CSR)

Kanav Manav Inc. Jan-2008/Feb-2016

Divisional Manager

Quick Save Oct-2004/Dec-2007

Manager

Joey’s Studio Jan-2003/Oct-2004

Executive Assistant

Bob’s Zippy Market Aug-1997/Dec-2002

Manager/Financial Adviser

Burger King July-1992/Dec-1996

Store Manager/District Manager

Education

BS, Business Management, Hodges University

2012

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