Customer Care Manager

Mrs. Durva Darpan Manjrekar.

Flat No-***/*rd Floor/B-Wing, Pawan Co-Operative Housing Society, Dada Saheb Phalke Road, Dadar (East), Mumbai- 4000014.

Email Id : *****.*************@*****.*** Mobile No : 987*******

CAREER OBJECTIVES

To pursue career in a progressive organization wherein I can learn and grow to achieve a distinctive position by utilizing my knowledge and managerial skills.

EDUCATIONAL QUALIFICATION

Qualification

University / Institute

Year of passing

MBA (Marketing)

IGNOU University

Appearing

T.Y.B. Com

Mumbai University

2005

H.S.C (12th)

Maharashtra Board

2002

S.S.C (10th)

Maharashtra Board

2000

ACADEMIC PROJECTS/SOFTWARE

Seibel and Portfolio Plus /MYCHEP which are based on Australian server placed in Australia are used to view customers Data, to create activity, Service Request and create user Id to access MYCHEP for customers.

SAP is used for Correction/Rejection and Processing of transfers and for preparing Reports/Data.

Workday for updating Personal details, Leave records and Performance Review.

Cornerstone to view training assigned and company information.

MANAGEMENT PROJECTS

Diploma in Management from IGNOU University.

WORK EXPERIENCE

(I)Presently working as a Customer Service Executive –Inbound for an Australian MNC - CHEP INDIA PVT LTD. (July 2012 till date)

Job Responsibilities- Email based Job (Non-Voice Process)

Completing 120-130 emails per day, it’s a combination of Manuals Mails and Partials Mails and managed to maintain SLA (Service Level Agreement).

Manuals Mails are basically hand-written Emails by the customer about their issue and queries related to their CHEP account and transfers.

Partials Mails are bulk transfer which get failed via CAS (Computer Algebra System) due to incorrect format used by customers for multiple transfers.

Creating Portfolio Plus/MYCHEP user id and giving access on their respective accounts reviewing of Issue and Return transfer.

Creating Master Data activity or Service Request as per requirement and assigning to respective teams.

Co-coordinating with backend team based in Australia.

Working on Service Request raised by Customer and responding with appropriate solution.

Working on assigned topics and project as collating data and presentation of process notes and training team members on the same.

Job Responsibilities- In Absence of Manager

Analyzing Emails counts (Manuals and Partials) and accordingly Allotting emails to all the team members along with my current work.

Preparation of SLA Reports and MTD Report.

Maintaining of Daily Reports.

Moving of emails by end of the day to the respective folders and teams after completion of emails.

(II)Senior Customer Support Officer – Customer Support Department

SHRENUJ & CO. LTD. (July 2010 to July 2012)

Preparing Purchases Orders as per Customer Requirement & releasing to Production use to work on Emperor Software.

Commercial Order

Special Orders

Repair & Returnable Order, etc.

Mail Drafting & Coordinating with Customers/Account Managers for the Queries & Required Details.

Maintaining & updating of Master-Data for all open order & making follow-up & (negotiating if required) with Respective Departments to maintain the required dates given by the customer.

Making Shipments for the ready & Due orders to avoid delay.

Maintain of stock orders for regular used Styles with the help of data analysis.

Keeping Inventory of Stock Tags & Retail Tags (Price Stickers) as per Customer Style Respectively.

Preparing for Customer Profile for easy reference.

(III)As Team Leader- Secure Debt Management Pvt Ltd (July 2006 to June 2010)

Briefing the Team members for their daily working schedule.

Handling the team, solving the issue & queries by group discussion & Debate.

Looking after the target and the performance of team (Agent wise) & drive them towards achieving their respective targets.

Motivating Team members to improve their performance & highlighting their issues, so that they can work upon to avoid the same in future.

Training Team Members for better work quality & for good productivity.

Preparing the Salaries and Incentives of Team Members considering the productivity & absenteeism.

Worked for HNI (High values-based Customers) and Non - HNI based customers for Airtel, Aircel and Vodafone.

Worked for First Gulf Bank of Dubai and Abu Dhabi

(IV)Worked as Customer Care Executive -Voice Biased Process

Secure Debt Management Pvt Ltd (Mar 2005 to June 2006)

Worked as Customer Care Executive for Soft bucket (Dues with in 0-30 Days)

Welcome Call

Bill Explanation.

Due date Intimation Call

EXTRA CURRICULAR ACTIVITIES

Awarded by Manager of Customer Service Team from Australia.

Awarded by AIRTEL CSD Zonal Head (South Zone) in the year 2006 for achieving 70% Benchmark in Collection & Retention continuously in 3 Consecutive Bill Cycles for 60-90 Bucket (Due more than 2 to 3 months).

Achieved 1st Position in Inter-college Competition held in the year 2004-2005

Achieved 2st Position in college Competition held in the year 2003-2004

COMPUTER SKILLS

Operating Systems: Windows 2000, 2003,

Application Packages: MS Office 2003,2007, (Proficient in MS – Office)

Email Packages: Microsoft Outlook

Software Known: Adobe Reader, Able to Extract, SAP, Workday, Arbor, CREM- Oracle

Worked on SQL – Excel Report Segregation, Preparation and uploading of Data in software

PERSONAL DETAILS

Date of Birth: 08/06/1984

Language known: English, Marathi, Hindi

Thank you,

Durva Manjrekar

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