Customer Service Assistant
Resume:
POONAM MALHOTRA
*rd Floor Front Side
Pin: 110018
E-mail: ******.***********@*****.***
Contact No: 098********
Skype ID: 919*********
Objective
Contributing towards the organization through application of my skill acquired over the year through knowledge and experience. I have worked hard to show consistent performance month by month .I confidently believe that given an opportunity to showcase my talent, I will be able to put in my fullest for the role.
Work Experience:
Worked in Shri Shikshayatan College, Kolkata, from November 2013 till July, 2016 as a Receptionist. Worked for the same Institute as the Personal assistant to the Principal from July, 2016 till December, 2016. Worked for InterGlobe Aviation Limited as a Customer Service Officer, from December, 2016 till August 2018. Worked for British Council, Kolkata as a Customer Service Advisor from August 2018 till January 2020. Presently I am working for British High Commission as a Visa Assistant on a Contractual Basis which will expire on August 2020.
Job Description:
Handling incoming and outgoing mail, date stamping and distributing incoming mail. Create and maintain computer- and paper- based filing and organization systems for records, reports, documents, etc. Compile, copy, sort, and file records of office activities, business transactions, and other activities. Enter and locate work- related information using computers or point of sale systems.
Follow all company policies and procedures, ensure uniform and personal appearances are clean and professional, and maintain confidentiality of proprietary information. Enter and retrieve information contained in computer databases to update records, files and answer inquiries from guests.
Taken approximately 5000 admissions for different courses per academic year.
For Indigo I was serving customers in the industry by helping them reach their desired destination with excellent customer service, the allocations I was doing were in the check in counters, boarding gate where I had to be alert and ensure passengers are boarding the right flight and follow all standard company procedures at all times, at the arrivals whenever the requirement arises to assist mass passengers, solve issues relating to baggage claim and maintain records for time management.
For British Council I was handling and supervising all activities in Kolkata, ensuring successful registration of candidates wishing to enroll for UK examinations and English Language training programmes.
Collecting, analyzing and reporting on feedback received from customers according to agreed standards, working as a member of a team of Customer Service Advisors on a rota basis, to ensure that the operator and front desk is covered during working hours.
To positively engage with customers, provide a professional level of service and tackle challenges and negative feedback to the agreed standards. To manage first level of complaints and be responsible for providing feedback within agreed time frames.
Support the delivery of the monthly Management Forum through the registration of participants and handling of payment. Call Exams and Teaching Centre clients for booking confirmation or collections.
Update and place announcements and advertisements on the notice boards ensuring information remain up-to-date. Apply active listening with customers and use the information gained to improve relationships ensuring appropriate information is shared across the organization.
Responsible for issuance of receipts for customers’ transactions over the front desk and their correct accounting into the British Council financial system. Cross sell and upsell all products of the British Council to customers and gather as much information to have a healthy database of customers.
Presently for British High Commission as a Visa Assistant I am involved in printing of vignettes, sticking packing, scanning and maintaining a record for the passports dispatched in a day. Responsible for connecting with VFS end of the day to tally the same and reporting it to the manager-in change on a timely basis.
Maintaining confidentiality at all times and communicating clearly, participating in visits and events organized by the embassy.
Vocational Qualification
Completed a 1 year Commercial Course at Loreto House Commercial College - June 2012 - May 2013 with the following subjects:
Typing (Manual & Electronic)
Office Organization
Secretarial Duties
Business English
Telephone Operating
Computer
•Windows XP and Windows 2007
•MS Word
•MS Excel
•MS PowerPoint
•MS Access
•Internet – Personal Knowledge
Education Background
•ICSE Passed in the year 2007 from Julien Day School, Kalyani
•ISC Passed in the year 2009 from Julien Day School, Kalyani
•Completed Graduation in B A General from Loreto College, Kolkata, in the year 2012
Personal Profile:
Fathers Name : Mr. Jagjit Mohan Malhotra
Date of Birth : 20.07.1991
Gender : Female
Nationality : Indian
Phone No. : 098********
Language Known: English, Hindi, Bengali
Declaration:
I do hereby declare that the above information is true to the best of my knowledge and belief.
Place : Delhi
Poonam Malhotra
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