Subject matter expert
Resume:
Summary
To give full potential effort to the organization which provide me opportunity to work and
grow up my career.
Realistic who aligns short term goals with long term business objectives and works closely with Business Heads, Managers and Executives. Focused and result driven.
Work Experience Synopsis
Majorel (Previously Known as Arvato Bertelsmann – India) Subject Matter Expert - SME August2019–tillDecember2019 Process – Vistara Airlines
Handling supervisor calls and calls escalated to seniors for better support. Coordination between different internal department to mitigate the communication gap And accordingly handling the client.
Providing floor support and guidance to the other juniors/ executive related to customer queries and pushing them to meet the deadlines.
Handing inbounds calls and guiding to the clients on their queries and resolve the same. Answered all mails received by clients and resolved their queries and complains on a daily basis.
Auditing calls based on set parameters if required. Identify and give feedback on agents shortcomings in soft skills and process knowledge, monitoring of agent calls to audit.
Make daily reports of work done and giving feedback to operations regarding any deviations in process.
2019
Customer Care Executive October2018–tillJuly
Process – Vistara Airlines
.
Handing inbounds calls and Guiding to the clients on their queries and resolve the same. Intelenet Global Services
Customer Care Executive November2017–tillAugust2018 Process – American Express
Handing outbound calls and explaining the product according to the interests of the client. Explain the customers based on product offers / benefits, promoting the products. Pitching the product and convince customer to buy a product. Key Accomplishments
Received Appreciation from Vistara - CEO, being one of the best employee. Received various appreciations by the functional head. I, here by, declare that the information stated in this resume is true, correct and complete to the best of my knowledge and belief and nothing has been concealed. Sonia Sharma
Sonia Sharma
Bachelor of Business
Administration
H.No. – 285/B, Sector 6,
Housing Board Colony, Dharuhera,
Rewari, HR - 123106
***********@*****.***
Date of Birth: 26th Sept 1993
Key Skills
Leadership Quality
Good learning ability
Good verbal & writing communication
Meet Deadlines
Ability to deal with people
diplomatically
Willingess to learn
Team facilitator
Ability to handle stress
Strengths
Self-Confident
Self-Motivated and Adaptive to
the culture
Hard Working and Positive Attitude
Academic Qualifications
Bachelor’s Degree in Administration
(BBA) from MDU, Rohtak in 2014
Language Known
English, Hindi
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