SHAMSHUN NISHA

Customer Service Specialist

PROFILE SUMMARY A decisive action-orientated Customer Service Specialist/Lead who successfully takes complete ownership of the customer service function. Dedicated to increasing customer satisfaction and retention through efficient and accurate problem resolution. Tactical team builder with strong background in training and team development. SKILLS / EXPERTISE Salesforce CRM Platform

TrackWise Complaint Management

People management

Sales Operations & Reporting

Customer Engagement and assistance

Customer Satisfaction and Retention

EDUCATION

PROFESSIONAL

EXPERIENCE

Customer Service Specialist - Lead (November 2014 - Present) Merck Life Science (Sigma Aldrich Merck, - Bangalore, India) Managing complaints, questions, and escalated requests from customers. Accountable for handling customer escalations within the TAT and providing improved resolution.

Maintaining timely invoicing of products to customers is my responsibility. Managing the logistics of product shipment by liaising between various internal departments.

Accountable for creating a report or dashboard in SalesforceCRM SFDC to track daily team performance. Furthermore, daily reporting on workload to manager. In charge of Net Promoter Score (NPS), which aids in educating the Team and working with customers to improve the experience for both parties. Elevated to management position with responsibility for hiring, training, mentoring, and supervising new recruits.

Successfully implemented new CRM system and trained staff to maximize the benefits of technology to achieve excellent customer satisfaction levels. In addition, I am in charge of allocating daily work load according to available resources and leading a team of 7 people to ensure that all tasks are completed within their TATs.

Email: adv9kw@r.postjobfree.com www.linkedin.com/in/shamshun-nisha Address: Arekere, Bangalore, Karnataka India - 560076 Mobile: +91-974******* Masters in Business Administration (MBA in Marketing & Finance) (2008) ICFAI University

Post Graduate Diploma in Finance (PGDFM) (2006)

Ravishanker Shukla University

Bachelors of Commerce (B.Com) (2005)

Ravishanker Shukla University

PROJECTS

Senior Process Associate ( April 2008 - October 2014) HP Global Business Operations (Hewlett Packard - Bangalore, India) 6 years (3.5 yrs in Order Management and 3 yrs Internal Quality Control) The job involves understanding and developing the process of Order Management, also acting as an interface between business and partners in order provide the best service in the optimum time period. The work profile essentially includes working on SAP R/3.

Maintaining Turnaround Time (TAT) at 100%, Efficiency at 95%. Maintaining Accuracy at 100% and keeping the Sigma score Intact. Timely CAPA Updating & analysis of these defects and implementing corrective action.

Pre-Sales activities: Giving information to the partner regarding availability of the products, HP prices, contractual discount and partner queries. Sales: Creating sales order with reference to quotation as per the customer requirements and also responsible for manually entering the orders in appropriate tool for partners which are ordered through fax communication. Post Sales: Creation of delivery note and following up on the shipment activities such as picking, packing, post goods issue of the products ordered. Quality Control roles and responsibilities :

Main Objective in QC team is to avoid the customer escalations. In addition to that, publishing monthly metrics, accounting rates. Worked on reports (Daily metrics, Updating share drive) Address: Arekere, Bangalore, Karnataka India - 560076 Mobile: +91-974******* Email: adv9kw@r.postjobfree.com www.linkedin.com/in/shamshun-nisha TrackWise Digital Complaint Management (Salesforce CRM) Increases customer satisfaction by ensuring that complaints are investigated and responded to in a timely manner.

Training Management & Delivery

ACHIEVEMENTS

Leading a learning-based APAC project that helps people improve their competency through classroom training and online courses, while liaising with a wide range of stakeholders to ensure the project's smooth execution. Awards: Recognized with Performance Awards 7 Years in a row. Recognition: Appreciations from clients for prompt action on ad hoc requests. Earned highest marks for customer satisfaction, company-wide. SHAMSHUN NISHA

Customer Service Specialist

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