Customer Experience Lead

Shalini Shendre

Hanumanthanagar,

Bangalore.

Contact: +919*********

****************@*****.***

https://www.linkedin.com/in/sh

alini-shendre-651249111/

EXPERIENCE

Ekstep Foundation (Client of Qualitrix), Bangalore — Lead, Customer Experience

Aug 2018 - PRESENT

Deployed at the client office (Ekstep Foundation) for handling Customer Experience to lead a team of L1 technical associates who handle tickets, issues, calls etc of an app launched by MHRD, Gov of India (DIKSHA). Onboarding various states to adapt the Product.

Coordinating among the cross functional teams in the Organisation for issue prioritization

Voice of Customer - Taking customer feedback to the Product team for appropriate action.

Coordinating with the State education boards for seamless adoption of the Product.

Training Project managers and Teachers across the country on content creation and usage on the Platform.

Goalwise, Bangalore — Investment Advisor

Jul 2017 - Apr -2018

● Addressed live chat queries and complaints.

● Call/chat assistance to clients in UAE, UK and Australia.

● Handled Social Media for the Company (Facebook, Whatsapp)

● Blog writing, proof-reading.

Nestaway, Bangalore — Tenant Relationship Specialist Feb 2016 - Apr 2017

Handled queries and complaints via e-mails and calls. Tapzo, Remote — Chat Specialist

Apr 2015 - Dec 2015

Chat support handing queries via live chat in large volumes SKILLS

CRM tools (Freshdesk, ZOHO)

Microsoft office

Leadership skills

Empathy

Great listener

Operations

Negotiation

.

LANGUAGES

English, Hindi, Kannada,

Telugu, Marathi

Spanish (pursuing B1

certification)

E-Mobiles, Bangalore — Customer Service Representative Jul 2013- Mar 2015

● Handled customer queries and complaints on various channels like e-mail, phone and walk in

● Responsible for review and feedback handling on Amazon.in

● Executive assistant to the CEO.

Prema Medical Centre, Bangalore - Operations Manager Jan 2008 - Dec 2012

● Took care of the day to day operations, expenditure and accounts of the Medical centre

● Front desk management

EDUCATION

B.COM – MES college of Arts, Commerce and Science - Bangalore

St Ann’s High School – Bangalore

ISB certification for Women Entrepreneurship Program. NISM certification for Mutual Fund Distributor

PROJECTS

1. HASTH – SKILL MEETS PERSONALITY (2009 – 2012)

Worked closely with the CEO of the Company in development of rural women by promotion of handicrafts in local and overseas markets.

2. FREELANCER AT VARIOUS MYSTERY

SHOPPING/BRAND EVALUATION COMPANIES

Brand evaluations, Customer experience evaluation, Store evaluations, Back of the house audits for 5 star hotels etc since 2014.

Tied up with 8-10 companies in India and overseas.

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