Customer-Focused Service Leader with 12+ Years Experience
Resume:
POOJA SHUKLA
Buford, GA
️ ***********@*****.***
PROFESSIONAL SUMMARY
Customer-focused professional with 12+ years of combined experience in customer service, call center operations, and administrative support. Proven ability to manage high call volumes, resolve issues efficiently, and maintain customer satisfaction. Skilled in CRM systems, Five9, Microsoft Office Suite, and multi-channel communication (phone, chat, email). Adept at troubleshooting, active listening, and delivering empathetic solutions.
CORE SKILLS
• Customer Service & Call Center Operations
• Conflict Resolution & Problem Solving
• CRM Systems (Salesforce, Workday)
• Five9 Call Routing
• Multi-Channel Support (Phone, Email, Chat)
• Technical Troubleshooting
• Order & Billing Inquiries
• Microsoft Office (Outlook, Excel, Word)
CERTIFICATIONS
• Certified Software Tester (CSTE) – TOPS Technologies, 2022
• Business Analysis Certification – Kennesaw State University, 2025
EDUCATION
• WSGE University, Poland – Master’s in Business Information Systems Analysis (2016– 2018)
• Alma University, India – Master’s in Multimedia (2009–2010)
• Panjab University, India – MCA in Management Information Systems (2007–2009)
• Maharaja Sayajirao University, India – B.Com in Accounting & Statistics (2004–2007) Column 2 – Professional Experience (Right Side)
Talent Acquisition Coordinator – Carter's Braselton, GA May 2024 – Present
• Serve as first point of contact for candidates, providing timely updates and assistance.
• Conduct phone screens and coordinate interviews, ensuring a positive candidate experience.
• Handle inquiries related to onboarding, background checks, and application troubleshooting.
• Maintain high communication standards to support both candidates and internal hiring teams.
Customer Service Representative – Shreeji Consultancy India 2021 – 2023
• Managed 40–50 inbound calls daily, addressing product inquiries, billing issues, and service requests.
• Provided accurate information and empathetic resolutions to customer concerns.
• Logged all interactions in CRM systems, ensuring accurate and up-to-date records.
• Achieved monthly performance targets by offering product recommendations and resolving issues on first contact.
• Used negotiation skills to retain customers and resolve escalated concerns. Call Center Customer Care Representative – Partner Temps sp. z o.o. Warsaw, Poland 2018 – 2020
• Handled 40+ customer interactions per day via phone, email, and chat in a high-volume call center.
• Provided technical troubleshooting, delivery issue resolution, and general product support.
• Maintained high customer satisfaction ratings by delivering timely and professional service.
• Escalated complex issues to specialized teams while ensuring follow-up and closure.
• Stayed current on product updates, policies, and customer service best practices. Earlier Career Roles (2010–2018)
• Warehouse Administration Clerk – Logwin Air+ Logistics, Warsaw, Poland: Managed inventory, labeling, dispatch operations, and quality control.
• HR Assistant – Govt. Sarva Shiksha Abhiyaan, India: Provided administrative and recruitment support for a large organization.
Professional Highlights
- CRM system (phone, chat, email)
- Strong ability to manage high-volume call handled with speed and accuracy
- Multilingual and culturally adaptable, having worked across the US, Europe, and Asia
- Track record of solving issues with customer queries and improving customer satisfaction
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