Customer Service
Resume:
CURRICULUM VITAE
BIOGRAPHY
Name: Ms. ROCHELLE PEREIRA.
Tell: +974-********
Email: ****************@*****.***
Current Location: Qatar
Visa status: Visa Transferrable with NOC and ready to start work. Nationality: Indian
Passport details: Nation of issue: India (Thane)
Passport Number: M6163680 Valid through 22/02/2025 Born: 06th April 1985
EDUCATION BACKGROUND
2002-2005, St. Andrews College Mumbai
Completed graduation in B.A (sociology and history). 2000-2002, St. Andrews (XI, XII)
Intermediate education completed in Arts from St. Andrews. 1999-2000, Maharashtra Board Mumbai
Completed Sophomore (X) from Mumbai University in 2000. PERSONAL STATEMENT
I am an accomplished and innovative individual with competences in dealing with customer and document management. I thrive in exploring new possibilities and taking on new challenges.
HANDS ON JOB EXPERIENCE
May 2018 - July 2020
Hamad International Airport Doha Qatar: Fault Reporting Centre – Operator
Single point of contact in performing a centralized function to report faults, incidents and janitorial issues associated with locations, assets and systems within HIAs area of responsibility and logging the faults into the Computerized Maintenance Management System (CMMS).
Responsible for attending and recording of all incoming calls via both hotline and email request.
Coordinate work request with respective FM Maintenance Contractor for swift response and resolution as per agreed duration SLAs
Responsible for updating status of each corrective maintenance work order onto
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CMMS
Responsible for escalation of critical incidents.
Provide feedback to requester when there is a need for delays in the rectification of work orders.
Coordinating critical incidents via phone calls and handheld radio with maintenance team.
Assists in the completion and submission of reports for all incident and accident within the estate.
Facilitates staff logistical transport request for maintenance team Certifications/Licensure.
1. Completed ORACLE training
2. Attended Customer Service Excellence Module Attended Telephone Etiquette 3. Attended training about Dangerous Goods
June 2015 - April 2018
Facilities Management and Maintenance (FMM): Fault Reporting Centre – Operator and Help Desk Executive
Single point of contact to coordinate with faults related to all facilities maintenance.
Provide assistance to Facilities contractors.
Responsible for achieving and maintaining all assets of the estate
Provide a prompt request to requestors.
Follow the protocol for critical issues/faults.
Ensure compliance with Life and Safety Standards.
Creating pending reports for all contractors under HIA FM.
Dispatching Corrective Maintenance work orders to the owing departments for immediate rectification.
July 2013 - June 2015
Sterling Backcheck - Thane Mumbai: CRIME Specialist and Document Controller
Contacting criminal courts, civil courts and medical institutes /organizations to obtain background information on the nature of the crime, level, and sentence.
Operate a special queue (Fraud and Abuse Control Information System) to verify and confirm personal identifiers of all applicants.
Setting up, copying, scanning and storing documents
Creating templates new templates as per business requirements
Managing requests for documentation
Filing documents in physical and digital records and ensure appropriate storage
Review and maintain the accuracy of the records, editing where necessary to ensure they are up to date
Liaising with and distributing related information with all levels in the organization and potentially external parties as approved by the management.
Maintain confidentiality around sensitive documentation
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Oct 2012 – May 2013
Aeries Technologies - Lower Parel, Mumbai: Finance and Customer Service Executive
Responsible to contact clients based out of Dubai and Middle East through calls and emails to enable faster business expansion.
Invoicing and payment approvals
Dealing with a client queries, requests, orders or complaints.
Providing advice, information and assistance to clients, resolving all enquires.
Making following up clients by calling or emailing. May 2009 – Aug 2012
3 Global Services Pvt. Ltd - Malad, Mumbai: Customer Services Advisor (Outbound Loyalty and Retention)
Responsible to provide customer support and retention to 3 UK’s customer base.
Customer Management, guidance and attendance
Receive customer calls of requests for products and services.
Front Office advisory activities and records a management
Renewal of mobile contracts and upselling of internet and insurance add-ons Apr 2005 – Apr 2009
First Source Solutions, Ltd - Malad, Mumbai: Customer Services Advisor (E-Sure) Handling car insurance customer services for E-Sure UK and Collections for Talk-Talk One-Tel (telecom process) thro First Source.
Aug 2004 - Apr 2005
Ashel Travels -Vasai, Mumbai : Back Office executive (Ashel travels) Handling ticketing, time-spread expense distribution and scheduling of travel for employees of Ashel travels within India.
Achievements
Was appreciated for zero absenteeism in the first 8 months at ICICI First Source.
Maintained a 90% customer satisfaction rating through Aug– Nov 2011, at 3. Received a certificate for the lowest Average Handling Time from E-Sure (First Source).
Won the dream team award from 3 for my contribution in OLAR, and a 8000 INR dinner voucher for Hard Rock Café from HTC-Samsung Campaign also won a 10000 INR voucher from Titan (watches) from Sony Ericsson for exemplary sales performance.
I, declare that the information I have given in this application is correct to the best of my knowledge and all the References shall be provided upon request Rochelle Pereira
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