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Customer Service Sales

Chandigarh, Chandigarh capital region, India
May 23, 2020

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Mona Khanna Bhardwaj

Email: Mobile No: +91-978*******.

Executive Summary

Over 13 years’ of cross-functional experience in the areas of Operations, Customer Care Services, Administration, floor management, team management, cross selling and Healthy Client Relationship. Excellent interpersonal and communication skills, which includes the ability to convince and communicate complex issues clearly and concisely.

Career Highlights

Touchstone Educationals Pvt. Ltd. Chandigarh

Presently working as Academic coordinator, since Jan 2019.

Working as Academic Coordinator from past 1 year. Coordinating with Sales and Service department. Retention of customer by providing:

oAcademic support, reporting of 28 to 30 trainers.

oStarting the classes on time.

oLeave handling, Class management, library management,

oStudents handling, working for result

oclass adjustment, floor management, handling irate students, floor discipline

oexit and entry formalities of trainers, making of rosters

odaily roster and setting the class time tables, getting paper checked and distribute to the class

oAll administration related work

Chandigarh University, Gharuan.

Training coordinator, August 2017 till Dec’18, 1 year 4 Months.

Working as a training coordinator with the job responsibilities not limited to the title:

oHandling students complaints and queries

oArranging seminars/events for the students

oKeeping Fee Record, Making Timetables

oArranging CR meetings with the management

oMaintaining Internal and External records

oArranging special workshops

oTrainers reporting

oLab Maintenance

oStationary Records

oMaking Meeting Calendar

oFortnight Analysis

oHandling detain and debar Students

Dish TV India Ltd. Mohali.

Sr. Service Zonal Coordinator, Feb’07 till July`17, 10 years 5 months.

Worked as Sr. Service Zonal Coordinator with the following Key Responsibilities:

oResponsible for the recruitment and training of customer service representatives.

oImproving customer service based on client feedback through the development of new policies and procedures. Successfully handled all public relations issues

oHandling all official mails, compiling and presenting reports, preparing/ maintaining/ updating records of meetings, Operational Orders and directives.

oEnsuring adherence to all norms/ procedures/ policies and maintenance of discipline.

oDelivered training programmes to Dist/ Freelancer/DCC regarding any product updating.

oHandling Delay In payment related Issues.

oHandling Escalated Mails.

oEnsuring resolution of cases within TAT.

oResolve customer queries and issues.

oScheduling of appointments, meetings with vendors &dealers.

oOrganizing various meetings & conferences.

oCoordinating with interdepartmental & intradepartmental personnel for smooth

oFunctioning of day-to-day operations.

Some of the Significant Highlights being:

oAchieved Dish Excellence Award for the year 2008.

oRated A+ during appraisals.

oGot increments twice in single year.

Reliance Money (PVAP)

Admin Executive, Jan’06 till Jan`07, 1 Year

Worked as a Admin executive and handled products like Mutual fund applications and Insurance post sales, along with the following responsibilities.

oProviding face to face service if the customer cannot be dealt with over the phone.

oAnswering questions by phone, post and email

oScheduling of appointments, meetings with vendors &dealers.

oOrganizing various meetings & conferences.

oCoordinating with interdepartmental & intradepartmental personnel for smooth

oFunctioning of day-to-day operations

oCross Selling of products

oPitching the new customers

GE Money, Chandigarh (Team Lease)

Customer Service Executive, April ’04 – Dec’05, 1 year 8 months.

Worked with GE Money Consumer Financial services promoted as Customer Service Executive and handled products like, loan related queries and post disbursement complaints along with the following responsibilities

oProvided support to the sales team, ensuring all sales and service objectives were met.

oResponsible for customer service in the digital equipment division, duties included answering customer queries, problem solving and providing detailed information on new products.

oWorked with new customers in the development of new accounts and the implementation of new systems.

oAssisted in the development of new policies and procedures.

oAssisted in the training of new customer service representatives and associates.

oPerformed market research surveys on customer needs and requirements.

oPrepared weekly sales reports for the sales team and sales management.

oGenerated repeat business through successful client follow-up.

Educational Qualification

oM.B.A. (H.R.) from Guru Jambeshwar University Hirsar (correspondence)

oM.A. (public administration) Punjab University Chandigarh.

oGraduation from Panjab University Chandigarh

Personal information

Date of Birth: 9th June 1979. Languages Known: English, Hindi, Punjabi (Read, Write, Speak)

Date: Signature

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