Sales Customer Service

Geeta Negi

Mobile No: +91-962*******

E-Mail:********@*****.***

Seek a challenging and rewarding career where my existing skills in Operations and Customer service can be utilised by a progressive and innovative organization which also helps me in my professional development.

SNAPSHOT

A competent professional with over 8 years of experience into Operations & customer service. A highly motivated, well organized team player & leader with excellent communication, planning, decision making, problem solving and man management abilities.

CORE COMPETENCIES

Initiative and Creativity: Plan work and carry out tasks without detailed instructions, prepare for problems or opportunities in advance, ready to take additional responsibilities.

Cooperation/Teamwork: Work harmoniously with others to get a job done, respond positively to instructions and procedures, work well with staff, co-workers, peers and managers; cooperation within the work group and across groups.

Quality of Work: Maintain standards despite pressing deadlines. Follow detailed procedures and ensures accuracy in documentation and data, concentrate on routine work details.

Reliability: Personally responsible, completes work timely, consistent manner, regularly present and punctual committed to doing the best job possible, keep commitments.

Communication: Demonstrate openness & honesty, listen well during meetings & feedback sessions, exercise a professional approach when communicating with others.

Problem Solving: Gather information before making decisions; analyze current procedures for possible improvements.

EMPLOYMENT SCAN

Fourkites India Pvt Ltd.

Mar ’18 till Sept ’2019 - Senior Associate-Customer Success, Chennai

Major Responsibilities & Highlights;

oResponsible for handling day to day operational tasks.

oHandling customer account and being the SPOC for their queries/complaints.

oIdentifies and recommends process and product improvements to ensure the highest level of customer satisfaction.

oPartners with the FourKites engineering team to find and fix bugs before they impact our customers by creating JIRA tickets.

oExpertise in troubleshooting different types of files such as Load file, Truck file, Location file & Super files.

oEstablishing a network relationship between the Shipper and Carriers for seamless supply chain visibility by fixing Integration issues by communicating with the integration team.

oRequirement Gathering from the customer and use their case in order to develop System Enhancement (SE).

Aug ’10 –June ’14 – Assistant Manager in AOC, TPV Technology, Bangalore

Major Responsibilities & Highlights;

oResponsible for the Customer Services team servicing the dealers & clients of AOC PAN India.

oEnsuring that the customer delight is always first.

oResponsible for bringing in and implementing new initiatives / solutions to increase cost and service efficiency of the team.

oEfficiently handling queries and complaints from the customers through all different channels and resolving them as per SLA.

oRegular meetings with the dealers for their feedback and suggestions for increasing the sales for the company.

oEnsure that the team has required skills and adequate training opportunities to deliver effectively.

oResponsible for hiring, training and performance reviews of the Customer Service team.

oCoordinate with the Sales team and the technical teams as per customer requirements.

oWork towards increasing the sales for the company by providing high level of quality service to the customer.

Jan ’07 – Jan ’10 - Sales Coordinator in Commercial Bank International, Dubai

Major Responsibilities & Highlights;

oResponsible for Auto Sales, Cross sales, credit cards & fixed deposits.

oHandling sales leads routed from Customer Services & coordination between Sales and other Departments.

oWork with Credit Department on Client Verification.

oData entry of DSA submissions & coordinate in submitting the documents to Credit Dept for approval.

oFollow up with Credit departments for status of submissions and update DSA's.

oCommunicate change in procedures/documentations, product policies and special offers to team after consulting Sales Manager.

oResponsible for all administrative and operational functions within sales: eg. Stationary requirements, PC's for the DSA's.

oPrepare weekly report of Application submissions, rejections, approved & declined cases for management review.

oMaintenance of important documentation related to the sales department like salary, performance records, job profiles, leave and attendance.

oMotivate & support the DSA’s in achieving monthly sales targets.

oHandling queries and customer complaints and resolve them in coordination with the respective departments.

Jul ‘05 – Dec ’06- Assistant Team Leader, ABN Amro Bank, Dubai

Major Responsibilities & Highlights;

oPrepare monthly target to be achieved and ensure proper documentation of Collection related activities and updation.

oResolution Numbers on allocated portfolios are achieved.

oSkip Tracing, Identification and timely follow up of all Skip Cases

oEnsuring productivity and performance of the team through monthly appraisal.

oHandling queries / customer complaints related to credit card deliveries & resolve issues.

oLead Management (Distributing leads generated by phone banking and leads generated by marketing of existing customer). Liaising with the Field officers.

oEnsuring customer satisfaction / team satisfaction.

oEmailing accounts statements as per customer requirement.

Sep ‘03 – June ’05-Executive, Hutchinson Essar Pvt. Ltd., New Delhi

Major Responsibilities & Highlights;

oAssurance of increase in quality & resolution scores.

oManaging outsource team for Hutch (In touch Solutions).

oAssuring first time resolution to the customers.

oReport generation (hold report, ACD report)

oCounseling & coaching executives when ever needed to increase productivity.

oRoaster management / staffing management / team satisfaction.

oFocusing on customer sensitivity.

oResponding to customer queries and complains and provide end to end resolution to ensure customer satisfaction

ACADEMIC CREDENTIALS

2004 - 2006 MBA in Human Resource from Symbiosis, Pune

1999 - 2002 B.Com from HNB Garhwal University, Srinagar (Uttaranchal)

1999 12th from CBSE Board

1997 10th from CBSE Board

PERSONAL DETAILS

Date of Birth : 25th March

Marital Status : Married

Current Location : Chennai

Hobbies & Interests : Listening to music, traveling

Nationality : Indian

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