Customer Service Work-From-Home

MANUFACTURING QUALITY & FINANCIAL / CUSTOMER SERVICES EXPERT

NILIMA CHAUDHURI

**** ******** **, *******, ** 53024

********@*****.*** 770-***-****

ABOUT ME

I am a highly enthusiastic and dedicated professional with over 8 years of work experience in diverse business areas, handling multiple different roles, meeting and working with people from different origins and cultures and thus building a wonderful professional network. I stared my career in a Customer Service Role for Warehouse Sales Demonstrations, Event marketing and Brand Promotions; later promoted into Shift Supervisor, I managed People, Inventory and work schedules. In my next phase of career I took a dip dive into Manufacturing business, handling roles like Quality and Customer Care, processing Customer Returns, RMAs, Credit Processing etc. Covid-19 years taught me work-from-home as Phone banking Customer Service Associate (At Home Customer Service Rep), handling Banking, Debit Card and Account Management services. I enriched my Mfg. business areas again working in Quality Inspections and Final Assembly Production areas for Stamping, Medical device manufacturing and Tool Mfg. Companies. In between, I have some experiences working in Retail stores as Customer Experience Manager as well as Cashier/Closing Associate Roles. I am very passionate about my job and responsibilities and perform my duties with utmost dedication and enthusiasm. I define myself as a Friendly, Positive and Interactive team player who is always eager to help and learn and always ready to go those extra miles to exceed the target. SKILLS AND EXPERTISE

Mfg. Quality

Inspection

First piece inspection, PO Receiving Inspection, Outside processing Inspection, Quality Audits, Run Chart Update and Maintenance, Blueprint Matching, Sorting, Approvals, Final Inspection and Packaging, etc. Proficient in QA Tools like Calipers, Comparator, Micro-views, OD/ID Micrometers, Protectors, Bore/Thread/ Height Gauges, Indicators etc. Customer Service

Quality

Customer Returns, RMA, Credit Initiation. NCMR, Sorting, Rework, Rejection and Scrap Processes.

Computer and

Software Skills

Oracle ERP RMA Maintenance User, Oracle RMA Receiving and Inspection, Outside Processing and PO Receiving. MS Outlook, Excel, Word, PPT, CDS Software, Hub-spot CRM, IQM, Visual, etc.

Banking/Finance Phone Banking Customer Service. VISA PAS Bank of America banking Software. Debit Card lost, locking and Unlocking services; Unemployment Benefits processes. Sales & Retail

Customer Service

Sales and Retail Customer Services. Product/ Event marketing, Brand Promotions. People and Shift Management. Inventory Control and Management. Purchasing and Expenses Management, Billing and Cash handling.

EDUCATIONAL QUALIFICATION:

Qualification Year Institution %

Marks

Adv Certification in PC Applications 2000 NIIT, Agartala, Tripura. 70% Diploma in Electrical Engineering 1998 Tripura Polytechnic Institute, Agartala, Tripura, Índia

66%

Higher Secondary Examination (+2) 1994 Ramesh H.S. School, Udaipur, Tripura 52% Intermediate (SSC/10th Standard) 1992 Ramesh H.S. School, Udaipur, Tripura 61% WORK EXPERIENCE

COMPANY ROLE/POSITION

DURATION

RESPONSIBILITIES

Microbrush

International

(Young Innovations)

Grafton, WI

Quality

& Production

Associate

FEB23-APR23

NOV23-Todate

Final Assembly Product Inspection

Work to fulfill daily Shop Traveler Requirement

Packaging and Labeling Finished Products post-Inspection

Communication with Shop Floor and Logistics/Shipping

Label Printing and Production Reporting in Computer Software.

Packing slip validation for correct Product, Lot Number and quantities Piggly

Wiggly Store.

Cedarburg, WI

Store Associate/

Cashier

JAN23-Todate

Manage and work Store Customer Billing Cash Registers

Customer service

Inventory stock validation and reporting

Sell price adjustment and corrections

Sales Reporting to Supervisor

Handle Customer Returns and Promotions/coupons, etc.

Bar code Scans and handle age-restricted Sales

Close Cash Registers end of business

Wisconsin

Stamping &

Manufacturing.

Germantown, WI.

Quality

Technician

MAY23-OCT23

First Piece Inspection, Correction and Approvals

Quality Audits in Production Lines multiple times in shift.

Run Chart Create and Edits.

Inspection and Matching Part Dimensions with Blue-prints.

Oracle ERP User for RMA maintenance, OSP and PO Receiving, etc.

Tool Usage: Proficient in Caliper, Comparator, Micro-View, Thread Gauges, etc. Milwaukee Tools

West Bend, WI

Quality/Prod.

Associate

MAR23-APR23

Final Assembly Tools Inspection, Rejections and Approvals

Quality Inspect In-Process Products

Sort and Rework Tools prior to shipping

Rework Coordinate with Production Team

Help in Product Packaging and Shipping

Michaels

Stores

Grafton, WI

Customer

Experience

Manager

AUG21-APR22

Store Shift Manager – 2nd Shift

Inventory Management and Merchandise Re-stocking

People Management

Customer Experience and Care Representative

Billing and Registers Closing

KAPCO INC,

1000 Badger Cir

Grafton, WI

Quality-Tech

Customer

Care

JUN21-JAN23

Communication with KAPCO INC Customers to communicate about defective products.

Create and Send RMA to Customers.

Use Visual system to obtain data of Item History, Shipping details, Unit price, Unit/Scrap Costs, and Inventory etc.

Update Inventory status in Stock Evaluation Report.

Use Engineering and Manufacturing Data for NC creation in IQM.

Raise and Disposition NCR (Quality Reports) in IQM system

Check and Inspect Customer Returned Products.

Issue Credits to Customers

Run and maintain Customer Reports in shared folders.

Coordinate with Manufacturing, Customer Service and Accounts Departments for Scraps/Rejections/Credit Issues.

TTEC

(Teletech)

Englewood,

CO

CSR-1 (At-

Home

Customer

Service Rep)

NOV20-NOV21

Work From Home. TTEC@ Home CSR

Attend Customer calls – address issues related to Visa debit cards.

Customer authentication, Fraud prevention, reporting financial frauds

Issue/Block cards – facilitate new card shipping.

Facilitate customer communications with Bank and Govt. Agencies (like California EDD, Maryland EDD etc.)

Attend Team meetings and implement and practice new protocols for service and security.

Help customers with website issues, PIN generation, address updates and many other services.

Communicate with customers through a variety of communication channels and make a positive difference in their day.

COMPANY ROLE/POSITION

DURATION

RESPONSIBILITIES

Advantage

Solutions

(Club Demo

Services) 950 Port

Washington Road,

Grafton, WI

Shift

Supervisor

JUL19-SEP20

Plan, Prepare and Manage Daily Demo Schedules as communicated by corporate office.

Run Store schedule Report and assign demo products and tools/equipment to CDS associates.

Purchase and stock Inventory for daily demo and allocate to sales advisors.

Enter, Check and Approve daily expenses using CDS computer software.

Plan, prepare and Manage Shift schedules (using MS Excel) including handling contingencies and absenteeism.

Prepare and direct shift-wise Breaker/Reliever Schedules and activities.

Run daily On-hand Quantity and In-transit Inventory Reports to decide if a demo can run or reschedule.

Accurate and timely Reporting of Sales status, Merchandise availability and shortage, Inventory Levels, and storage to Event Managers.

Coordinate with Costco warehouse managers for product availability, placement and shortages.

Review, Update and Approve Time Entry records for the associates.

Generate Paperwork and daily Audit sheets and filing them in proper storage folders.

Attend weekly CDS Midwest Conference call

Advantage

Solutions (Club

Demo Services)

950 Port

Washington Road,

Grafton, WI

Customer

Service and

Sales Advisor

FEB16-JUN19

Setup, Organize and Manage Costco in-house Road-show marketing events to promote new brands and products among Costco members.

Coordinate with Event Managers and in-house sales team to increase Sales Targets.

Engage and Educate Customers about variety of Products/Services offered by Costco.

Manage and Organize Demo Instructions, Merchandise and Equipment movement and perform end of day Closing activities.

Train, Guide and Mentor newly joined Sales Advisors and associates.

Update Closing inventory stocks and sales details in Excel as and when needed.

Interactions with Costco vendors about Training, Education and Knowledge sharing on new product launch.

Provide Daily Feedback to Costco Vendors about the Product of Services sold.

Engage Customer by creating brand awareness and enthusiasm; dynamically sell product to customers.

Assist other Sales Advisors as required in a team-oriented environment.

Listen to Customer Comments and Feedback and provide resolutions accordingly.

TRAINING & CERTIFICATIONS:

Professional Training (from Alison Corp) and Certifications:

Diploma In Customer Service

Customer Service Training

Computer Training Suite

Introduction To Time Management

Basics Of Electrical Technology

US Education Evaluation done by ECE, Inc. : HIGH SCHOOL DIPLOMA AND ONE YEAR UNDERGRADUATE STUDY

Certified Computer Operator from NIIT, Agartala, India.- MS Office / Internet / Multimedia etc.

Professional Training-cum-Certification on Electrical and Power Industry for one year in State Electricity Board under GOI Practical training scheme in Tripura.

Volunteer Work done at various local Grafton organizations: GSD schools, Libraries, Churches, Local Communities etc. REWARDS & ACCOLADES:

(1) CDS 200 Club Certificate – for 200% + Sales lift. Awarded multiple times by CDS Sales District Manager.

(2) Received Customer positive feedback online and listed in CDS Nationwide Customer Appreciation Poster.

(3) Crossing CDS Sales target on most of the days - Earning bonus points each week.

(4) Considered as Role-Model several times by current manager during team meetings.

(5) Hard working, Dedicated, Eager to Learn new things and diligent and disciplined towards job duties and responsibilities.

PERSONAL DETAILS:

Name: Nilima Chaudhuri

Work Authorization: Green Card EAD (Employment Authorization) Availability: Immediately

Languages: English, Hindi and Bengali

Part Time: Yes

Full Time: Yes

Overtime work: Yes

Weekends: Yes

Holidays: Yes

LINKEDIN PROFILE:

https://www.linkedin.com/in/nilima-chaudhuri-701534109/ REFERENCES:

(1) Jennier McBride (Managed Nilima in CDS/Advantage Solutions) Phone: 262-***-****

Email: *************@*****.***

(2) Richard Minor (Managed Nilima in Kapco, Inc.)

Phone: 715-***-****

Email: ******@*******.***

(3) Aruna Jha (Friend, works for Kohler, Sheboygan) Phone: 920-***-****

Email: ************@*****.***

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