Support Customer

Manisha Surti 650-***-**** *************@*****.*** http://www.linkedin.com/in/manishasurti US Citizen Page 1 MANISHA SURTI

Newark, CA 94560 650-***-**** *************@*****.*** www.linkedin.com/in/manishasurti Professional Summary

Vast, Varied and Versatile 20+ years of US based experience in all aspects of Customer Support, Banking, and Books and Library Support, including support via phone, emails and chat programs

Conduct deep-dives and root cause analysis to identify and resolve major pain points

Highly motivated and goal oriented with strong attention to detail

Excellent knowledge of all bank products and office machines, including ATM equipment as well as computer usage, and mathematical calculations

Knowledge and expertise of all standard principles and procedures of record keeping and report preparation, and safe keep of all confidential records

Expertise in using all Microsoft Office tools

Received multiple ‘Top Teller Referrer’ awards and consistently achieved and exceeded departments weekly, monthly and quarterly targets

Able to prioritize and manage multiple tasks, and duties, and ability to anticipate problems and to provide creative solutions

Excellent communications and interpersonal skills with a proven track record of dealing with diverse range of personalities

Proven track record in project management, budget planning and time management

Quick learner with the ability to adapt to new challenges, consensus builder and a team player Areas of Expertise

Customer Support & Services Communication Banking & Library Microsoft Office

Data Entry & Extract Peoples Skills Client Relationship Resolve Discrepancies Professional Experience

Books and Library Support Specialist

@ Accenture at Google, San Jose, CA January 2018 – March 2020 Responsibilities

Overseeing day-to-day delivery functions of Books and Library Support team at Google

Remove blockers and facilitate efficient workflows for day-to-day activities

Go-to point of contact for all things related to the Book and Library Support team

Conduct deep-dives and root cause analysis to identify and resolve major pain points

Conduct trainings and ongoing improvement efforts

Maintain understanding of all processes with ability to resolve or triage inquiries

Working together as a team to ensure all policies and procedures are followed as per Google’s guidelines

Meeting and exceeding quarterly team goals set by upper management Customer Support Specialist

@ American National Insurance, Fremont, CA September 2014 – December 2017 Responsibilities

Customer support via phone, emails and chat programs

Data entry and updating various databases

Pulling and printing data from various programs

Manisha Surti 650-***-**** *************@*****.*** http://www.linkedin.com/in/manishasurti US Citizen Page 2

Respond and/or follow up with external requests via email and phone

Prepare data by compiling and sorting information and establishing entry priorities

Word processing and/or data entry into spreadsheets as required

Resolve discrepancies by using standard procedures or returning incomplete documents to the project leader for resolution

Perform other related duties as assigned

Customer Support and Services Specialist

@ Fremont Bank, Fremont, CA July 2010 – June 2014

@ Bank of the West, Newark, CA June 2005 – November 2008

@ Bank of America, San Carlos, CA March 2002 – November 2003 Responsibilities

Responsible for handling complex financial transactions such as cashing checks, accepting deposits, loan payment and processing withdrawals

Customer support via phone, emails and chat programs

Cross sell banks products and other financial services

Accept payments for customer’s credit cards, line of credit and mortgages

Process necessary paperwork for deposit and cash advances

Ensure the safety and security of the customer’s and bank’s assets by complying with established policies, procedures and regulatory requirements

Balance daily transactions and verify cash totals

Involvement in quality assurance of software upgrade of banking systems

Replenish and balance ATM cash

Trained, coached and motivated new hires

Customer Support Personnel

@ On the Go Software, Sunnyvale, CA May 2000 – January 2002 Responsibilities

To develop and proactively source and acquire new client relationship, and to maximize client sales and support opportunities

Extensive quality assurance of software products over multiple release cycles

Customer support via phone, emails and chat programs

Strong focus on customer services and clientele satisfaction

To ensure all sales and support opportunities are explored

To answer and assist customers over the phone

Customer Support Personnel

@ Oracle Corporation, Redwood City, CA September 1998 – May 2000 Responsibilities

Customer support via phone, emails and chat programs

Ensure all the current and prospective clients have a consistent and superior customer support experience

Get feedback from customers and work in conjunction with product marketing team in test marketing and launching of new products

Develop innovative processes and procedures to improve resolution of issues Education

BA, University of Mumbai, India - 1995

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