Customer Service Representative
Resume:
Geeta Dhodia
Houston, TX *****
adtz0u@r.postjobfree.com
Work Experience
Store Manager/Cashier
Lumina Groceries - Houston, TX
May 2019 to September 2021
Job Summary:
The Store manager is responsible for day to day store operations, including scheduling training and supervising employees. The store manager is responsible for store profits, and all controllable expenses including labor, inventory levels, and cash and inventory shortage.
• Greet customers when entering or leaving the store
• Manage transactions with customer using cash Register
• Scan goods and ensure pricing is accurate
• Collect payments whether in cash or credit
• Track transaction on balance sheet and report any discrepancies
• Promote and resolve customer complaints, in timely and professional manner.
• Assist in the recruiting of, recommend for hire, and train, positive individual to be part of store, ensuring excellence customer service.
• Maintain quality brand image standards as pass evaluations
• Implement and enforce established daily operating procedures to ensure store is clean, adequately stocked, organized and well kept.
• Ensure all merchandise stocked and displays are attractive, priced correctly and displayed in a safe manner
• Complete daily paperwork and computer entry in a timely manner as established by management
• Monitor cash over/short, inventory shrinkage and drive offs daily.
• Implement Monthly promotions, ensure all POS advertising/signage is properly posted at the proper time.
• Communicate and perform all price change request, mark downs/ups as requested by Owner
• Implement and enforce all merchandising and vendor policies and procedures
• Ensure all Safety and Security Issues and report any and all unsafe conditions
• Ensure to make payment to Employee and merchant on timely manner Senior Customer Service Representative
Tech Mahindra Business Services Pvt Ltd - Mumbai, Maharashtra January 2018 to April 2019
• Dealing with upgrading telecom contract enquiries from customer which Vodafone provides.
• Listening to customer’s need, making them aware of mobile phones, telecom, broadband services that will be suitable for them.
• Retaining the customer with the brand by rewarding the loyalty towards brand
• Bringing new Customer to sign up for new & additional contract explaining the USP and comparing with competitor.
• Understanding the customer query, looking at the situation from different angles to offer the best solution
Senior Customer Service Executive
Intelenet Global Services Pvt Ltd - Mumbai, Maharashtra September 2016 to January 2018
• Dealing with day to day banking enquiries from customer on the products & services Barclays provide.
• Listening to customer’s need, making them aware of product that be suitable for them
• Putting customer at the heart of everything you do, aiming to get it right first time every time.
• Understanding the customer query, looking at the situation from different angles to offer the best solution
• Being willing to take on the unknown, hold a conversation with customer and pay attention in details
• Handling basic mortgage related queries like making Contractual Payment, Ordering FRS, Setting DDR
• Help Customer in regards to Fraudulent Activity to set up Fraud Investigation, Dispute Transactions
• To satisfy them log a complaint and resolve the query with satisfaction Escalation Specialist
Convergys India Pvt Ltd (HTC Mobile) - Mumbai, Maharashtra January 2012 to April 2016
• Escalating any inquiries that need further investigation in accordance with Helpdesk Escalation Procedure -Monitor, log and respond to incoming queries via email investigate low priority issues and Escalate in accordance with Helpdesk procedures. Detailed-oriented, innovative management professional and customer service expert.
• Handling complaint of Consumer who has approached directly to CEO and Chairwoman of company, Country Head, Regional Service Manager .
• Also, Consumer who has approached us through Social Media like Face book, Twitter, Linked In etc.
• Resolving legal cases like NCH, Legal Notice, Summons, Orders, Execution & Warrants from different vendors like Collection Point, Service Partners and Regional Service Manager of HTC
• Understanding the case history and find out the root cause of complaint customer has approached higher authorities.
• After analyzing the complaint history if find out error from Call Center need to forward the complaint to Quality department for making 8D report to avoid such complaint in future and provide coaching to respective CSE.
• Ensure customer is heard throughout escalation process and convincing customer to stick to same brand and building faith for the brand again.
• Negotiate with customer on his/her demands in order to resolve the complaint
• Taking ownership of the complaint and providing end to end solution to consumer till the issue gets resolved
• Making courtesy call to consumer for his/her satisfaction on solution provided
• Review and identify root cause for all escalated service requests and use this information to improve continuously within service delivery teams
• Also worked as a Spoc for the various external partners
• Identify, manage and record escalation trends and collaborate with organization for product defects and trends.
• Preparing and managing Monthly and Quarterly report for all types of Escalation received from different source, service defect, top Defective Model, Reason for Escalation and Solution provided Escalation Manager (E- commerce)
Compact International - Mumbai, Maharashtra
August 2008 to December 2011
• Co-ordinating with different clients for escalated complaints and dispatch data. Maintaining dispatch data.
• Resolving highly escalated customer query
• Preparation of MIS & analyzing data
• Resolving legal consumer cases
• Managing day to day operations with logistics and Clients
• Improve productivity of franchisee bill settlement, Client payments. Maintaining account of different clients for orders
• Sharing product details for sale with different clients
• Providing training to new executives
• Maintaining system stock according to promotions with client
• Define the strategy to be adopted for increasing sale
• Co- odination with logistic and finance team for different client accounts
• Planning and executing category promotions
• Coordinate/negotiate/build relationships with Client for orders Sales Executive (E- commerce)
Compact International - Mumbai, Maharashtra
August 2007 to July 2008
• Taking Inbound Call of Customer who called us for inquiry of products available exclusively for them on Credit card offer
• Trying to Convert Inquiry call to the sales call
• Providing necessary information to customer and place an order for that particular product
• Making outbound Calls to customer who has received an SMS for the our special offfers
• Providing product information and converting that call into Sales Call and to place an order for it.
• Proving after sales service like order status, dispatch details and price information
• If any defect in product place an request for Return to Origin and forward details to Logistic team
• Direct customer to service center for warranty repair Education
High school diploma
Thakur Institute of Aviation Technology - Mumbai, Maharashtra July 2008 to May 2011
High school diploma
radio electric institute - Mumbai, Maharashtra
June 2003 to May 2007
Skills
• Customer service
• Customer retention
• E-Commerce
• Retail Management
• Store Management Experience
• Cold Calling
• Customer support
• Inventory management
• Logistics
Languages
• English - Fluent
• Gujarati - Fluent
• Hindi - Fluent
Certifications and Licenses
Diploma in Electronics & Video Engineering
June 2003 to May 2007
Additional Information
Acheivements :
• Sales Agent of the Month 2007
• Best Escalation Agent of the Year for HT C in 2012- 13
• Best Escalation Agent for 3 Quarter consecutive for HTC in 2012-13
• Best Escalation Agent for 3 Quarter consecutive for HTC in 2014
• Best Escalation Agent Monthly for HTC in 2014
• Best Escalation Agent of the Year for HT C in 2014
• Customer Excellence Service Award 2015
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