Sales Service Representative

CURRICULAM VITAE

Diana Jennifer Perumella

E-mail: ***************@*****.***

Ph No.: +91-986*******

Career Objective:

To obtain a management a progressive and position with dynamic organization where I can utilize my skills and experience to improve operations, people management and effective transition which contributes to the growth of the organization and gives satisfaction in all aspects.

Work Experience:

•Worked for Synchrony International PVT Ltd- India.

•Worked for Sandvik Middle East FZE Dubai

•Worked for Alinco Pipe Supply Fze Dubai.

•Worked as a Customer Service Representative for ADP PVT Ltd India.

•Worked for Concen Tek Pvt. Ltd India.

Education Qualification:

B.COM from Jiwaji University.

Working Experience Profile:

Synchrony International Pvt Ltd– India

From July 2017- December 2019

Job Tile: Sr. Call Quality Analyst

•Monitoring/Managing calls for a team of 42 agents for Charlotte and Orlando sites.

•Monitoring/Managing E-chats for a team of 20 agents for Philippines and India sites.

•Make quick discissions based on tasks and multitask based on situations and requirements by the client and management during the shift.

•Provide Feedback via Emails/Phone and in person on a daily basis.

•Generate and publish hourly reports for the team to ensure that the team is aware of their daily productivity.

•Prepare site reviews and reports for clients and provide the same to the higher management for both US and India sites.

•Worked in collaboration with Team Six Sigma, Management, and quality team to come up with business solutions based on current and past situations/trends

•Ensure that Quality is as per company standards at all time.

•Identify gaps and quality loopholes and provide appropriate solutions/ideas by performing problem solving and root cause analysis.

•Awarded the best performer award for performing and being a continuous role model for a year.

•Awarded best Employee vision and voice award for providing ideas.

•Awarded best top performer for Make a difference programs for agent (Identifying the trends and improvements required for the agents to provide better customer experience).

•Mentoring the new agents in the process and provide coaching daily.

•Provided and implemented my idea on a new automation project (VAIL, PROSODICA application) by suggesting ideas on application improvement and designing.

SANDVIK MIDDLE EAST FZE (DUBAI)

From November 2011 – July 2016

•Worked as a customer service representative for mining and construction group.

•Preparing quotations and orders was the major job for Sandvik spare parts and Equipment's.

•Tracking the shipment and ensuring the shipment is delivered to the customers on time.

•Supporting the Logistics team with the supporting documents (Invoice, Packing, import and export document and chamber of comers) to ensure we have a problem free delivery for the customers.

•Support the warehouse with the inventory stock update.

•Worked on LIC document (Letter of Credit) for the customer linked with NORDEA Bank.

•Worked on CAD payments (Cash Against documents) with the customer's bank for payment processes.

•Worked on AURORA project which help set up a new application to process orders and shipments with the help of the technical team.

•Received technical training on Rock Tools.

•Trained current and new staff on proactive customer service and process.

•Visit to clients to train them on Sandvik online web portal.

•Trained in the Netherlands on Logistics and Shipment Management.

•Worked with Sweden and Netherlands VAT department on behalf of Dubai in order to receive the VAT amount on time.

•Worked with the Global Control team on internal and external audit

ALINCO PIPE SUPPLY FZE (DUBAI)

From May 2009 till November 2011

•Worked as sales Assistant.

•Making Quotations was the major job for a Carbon and Stainless-Steel Pipes.

•Making Sales Report and Sales Item Report on weekly and monthly bases.

•Maintaining the customers complain and Supplier Non – conformation Report.

•Helping the Quality Management Team with Quality Performance Report.

•Training the new joiner.

•Achievements.

•Awarded best support for the customer during peak seasons (Ramadan)

•Certified best Quality Coach.

ADP Pvt. Ltd: (Automatic Data processing)

From December 2005 till March 2009

•Worked as a CSR (Pilot Batch) for Retirement Services 401k process

•Process was about providing support for the retired employees in the USA

•Loan was processed from their own Provision funds and Retirement Savings for aged people.

•Main Job was to asset them with the loan process and check for application status over the phone.

•Also updating some customer on the account information and make changes to their address or beneficiary when requested over the phone.

•Maintained an E-Attendance register for the process.

•Conducted games on the floor as a part of the fun committee.

•Maintained a break tracker for the team during my tenure.

•Was promoted to the Finance Team for more support.

Concen Tek Pvt. Ltd

•Worked as a customer service Representative.

•Major job was out bond sales for AT&T wireless phones.

•Educating the customers on the phone feature and processing the sale order was the major task.

•Preparing sales report on a periodical basis.

•Trained on Quality coaching.

Technical Skills:

MS Office

MS Power Point

Excellent Analytical, verbal, and written skills

Trained in Six Sigma

Personal Details:

Name : P. Diana Jennifer

Date of birth : 27/05/1984.

Nationality : Indian.

Status : Married

Languages : English, Hindi, Telugu & Tamil.

Hobbies : Reading Novels, Listening to Music and collecting new Currencies.

I hereby declare that the details furnished above are true to the best of my knowledge.

Date

Diana Jennifer Perumalla

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