Customer Service Project Management
Resume:
SUMMARY
EDUCATION PROFESSIONAL EXPERIENCE
** **** ******, *******, **, E1A 4G1
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AUSTINE BENNY 506-***-****
A driven professional possessing extensive knowledge in project management, demonstrating a remarkable capacity to excel in high-pressure environments. As a collaborative team member with a background in leadership positions, I am skilled in overseeing operations, enhancing efficiency, and adhering to deadlines. I am eager to acquire new methodologies and expand my skill set, which can be applied across various sectors. My strong analytical abilities are complemented by experience in benefits administration, contact center operations, stock receiving, and retail management. Walmart Canada 2023 - Present
Handling customer queries and providing excellent customer service.
Receiving and stocking merchandise.
Checking and recording of all high valued items received for the day.
Providing cross-department support when required.
Assisting in inventory management. .
Conduent Business Services 2018 - 2023
Create / update and execute SQL queries, mainframe jobs, search in AIS/PASS as necessary to maintain data or to perform research and analysis.
Execute standards of operations and presentations; Institute new ideas, practices and concepts.
Review Payroll KPIs to continually measure, monitor and improve the process; ensure alignment with established best practices benchmarks.
Responsible for defining business requirements for systems fixes and enhancements to meet customer and organizational objectives and needs.
Coordinating with vendors to improve client satisfaction. Maintain Databases according to the client requirements. Creating monthly reports for the clients.
Quality Analysis of the Mainframe Datasets.
Master of Management
2023 – 2024
Bachelors in Information Technology
2003 – 2006
Associate
Senior Analyst - Benefits Administration
Crandall University
Karnataka State Open University
Trainee Department Manager (Internship)
Walmart Canada 2024 (12 Weeks)
Walk department or workgroup and review standards (signage, pricing, cleanliness).
Complete daily planner and set area assignments.
Host team huddle and assign work from daily planner. Review store metrics and mobile apps.
Coach By Walking Around.
Train Associates as required.
EXPERTISE
Strong customer service skills for
understanding and addressing client
needs, resolving issues, and ensuring
overall customer satisfaction.
Building and maintaining positive
relationships with clients which involves
effective communication, understanding
client requirements, and anticipating
their needs.
Analyzing client data to identify trends,
patterns, and opportunities for
improvement. Proficiency in data
analysis tools and techniques, such as
Excel, SQL etc.
The ability to identify and resolve client
issues or challenges efficiently and
effectively.
The ability to adapt to changing client
needs, industry trends, and technological
advancements.
Proficiency in creating reports,
documenting client interactions, and
maintaining organized records.
Lead - Service Quality Management System
Sutherland Global Services 2013 - 2018
Managing a team of Quality Auditors to meet the requirements set by the clients.
Design of call monitoring formats and quality standards. Perform quality audits, evaluation and calibration based on defined criteria.
Provide qualitative feedback on compliance, phone skills, accuracy, and other related criteria.
Use data from audits to identify coaching needs for customer service agents and supervisors.
Identify process improvement areas for improvement and provide recommendations.
Proactively identify trends and provides formalized feedback. Real time monitoring and managing the volume for achieving SLA.
Creating daily and weekly reports of production.
Ensuring meeting SLA by providing time bound support to clients.
REFERENCES
Trevor T
Elizabeth TJ
*********.**@********.***
SKILLS
Strong organizational and time-
management skills
Exceptional communication and
interpersonal skills
Ability to work independently and as part
of a team
Detail-oriented and able to handle
multiple tasks simultaneously
Experience in managing budgets and
handling financial documents
CERTIFICATIONS
Six Sigma Yellow Belt
Contact this candidate