Customer Service
Resume:
Leo Amit Bhora
Thakurpukur Kolkata – 700063, India
Home Phone 033-****-****
Cell 933**-*****
E-mail ***.*****@*****.*** / *********@*****.***
Qualification
Substantial experience and outstanding skills in customer service with more than ten years at service industry including five in management.
Accustomed to working in fast paced environments with the ability to think quickly and successfully handle difficult clients.
Use the Internet daily and know the workings of it from customer sales support to e-commerce.
Completed Certificate in Quality management Program at NIIT. Ltd. and Certificate in Office 2000 Fundamentals from NIIT Ltd..
Excellent interpersonal skills, ability to work well with others, in both supervisory or support staff roles.
Willing to relocate and travel.
Career Objective
To, make meaningful contribution to the growth of the organization, and to rise to the top executive cadre through personal excellence
Experience
Manager Customer, Sales & Support
Sigma- Aldrich Chemicals Pvt Ltd, Kolkata, India
March 2007 - Present
• Assist customers with placing orders via e-commerce.
• Responsible for heading the training classes, seminars, and conferences in Research Institutions.
• Scheduling in-home services via online interface.
• Responding effectively and efficiently to customers’ call and ensure maximum customer satisfaction at all times
• Material purchasing from Germany in ERP-SAP System
• Preparing of Purchase Requisition & purchase orders in SAP System
• Assist with new employee training including store policies, services, financing options and register operations
• Assist with all other office administrative duties
• Following up for Payments on Regular Contact with Clients.
• Suggesting Solutions for problems regarding Credit management.
• Identify Accounts that need special attention.
• Handling Disputed accounts & Negotiating Payments.
• Handling Petty Cash For Daily Requirements
• Send MIS reports on Monthly basis
• Maintaining Company Revenue & watch out for Losses.
• Devises short term strategies in effectively handling employees in the office
• Facilitates meetings and functions in the office
• Identifying and co-coordinating efforts to ensure that all potential customers are monitored and specific procedures are implemented to minimise risk
• Uses established methods & systems expertise to perform location level analysis of specific service related issues, including full root cause and trend analysis
• Responding effectively and immediately to customers complains/exceptions, handling service failures efficiently.
• Co-coordinating with Operations to ensure nil held backs and smooth Delivery of Customer Orders.
• Focusing on complex enquiries from internal and external customers, service participants requesting information or seeking help on problem resolution and resolving issues including co-coordinating corrective actions needed by other departments.
Customer Service Junior Manager(JM2)
BlueDart Express Ltd., Kolkata, India
January 2003 – February 2007
• Ensuring Total Quality assurance to the customers.
• Training and development pertaining to communication skill and customer Servicing orientation of the Delivering Staff
• Conduction Internal Audit, IMRB calls
• Perform filing, data management, drafting and editing short office memos.
• Handles all the facets of a business administration office, including overall output, employees, communication with the other departments.
• Heads the call centre, employee training and assessment.
• Responsible for analysis of monthly, weekly, and daily sales reports via Customer Service department.
• Assist with all other office administrative duties along with other Customer Service oriented works.
Awards
• Bravo Bluedarter of the Year, 2005
• Recognized Employee of the Month, 2005
• Recognized Employee for two Months, 2006
Shop Manager
Toyskemp at Impressions {Franchisee of Toyskemp Pvt. Ltd. (Kids Kemp) Bangalore}, Kolkata, India
September 2001 – December 2002
• Responsible for scheduling training classes, seminars, and conferences
• Responsible for analysis of monthly, weekly, and, daily sales reports
• Leading and motivating the Sales Team and Service Team
• Standardizing and streamlining the member Servicing Operation
• Liosoning with Toyskemp (Kids Kemp) Bangalore and other distributors
• Tie-ups with different Toy Companies for Events and Entertainment’s
• Assist with new employee training including store policies, services, financing options and register operations
• Answer telephone inquiries from customers and stores regarding the status of units and other service issues.
• Assist customers with returns, purchasing store protection plans and service packages
• In charge of a 15 member staff, as well as a 7 member management team, with duties that include disciplinary actions, budgeting, special requests, program scheduling, and hiring.
• Taking care of the merchandise Coordination with Government Body such as Sales Tax
• Assist with all other office administrative duties.
Administrative Manager
Computer Association of Eastern India (COMPASS), Kolkata, India
November 2000 – August 2001
• Part of the Organizing / Steering Committee for co-coordinating & organizing significant Exhibition and Seminars.
• Liaison with Agencies / members for funding of project
• Coordinating with the members of the association
• Standardizing and streamlining the member servicing operations
• Responsible for member processing / member Issues
• Brochure designing modification & rejuvenation for the Exhibition.
• Responsible for collection from sponsors/ members/ participants of the exhibition.
• Along with other administration works.
Assistant Manager- Administrative
Vacation Club International Pvt. Ltd, (Royal Banon Resort, Manali) Kolkata, India
June 2000 – October 2000
• Leading and motivating the sales Team
• Ensuring total quality assurance to the members
• Responsible for Member Processing, Reservation Member Issues and Time-Share Account
• Training and development pertaining to communication skills and customer servicing orientation
• Budgeting and growth prospects of the company
• Product designing / modification and rejuvenation
• Co-ordination with bank along with other administration work
Consultant
GGL Hotels & resorts Co. Ltd, (‘The Ffort Holiday Club’ Radisson Raichak) Kolkata, India
January 2000 – May 2000
• Marketing – Time Share
Education
NIIT
August 2000
2 years Professional Diploma, Network-Centered Computing, Kolkata.
St Xavier’s College, University of Calcutta
1999
Bachelor of Commerce in English
Skills
• Have Good Working Experience in SAP- PRE Environment
• Mastery of Microsoft Office programs (Word, Excel, PowerPoint, Acess)
• Experience with maintaining office budget
• Skillful in coordinating with and directing many personal
• Good in devising team building activities for the office
• Has excellent interactive and Public Relations skills
• Ability to adapt with various moods and circumstances
• Good in problem solving, Adept at communicating and articulating with ease
• Have an amiable, calm and composed disposition
• Fluent In English, Bengali & Hindi
Activities
• Had been involved with All India Catholic University Federation (AICUF) West Bengal, Year 1995-1999. Representing the State as President of Bengali Unit and member of the Core Team in managing the organization, conducting programs like Leadership Training, Talent Search, National Relief & Rehabilitation Camps .A special achievement, in the year 1998-1999 was the Convenor of whole (AICUF) in West Bengal.
• Playing Table Football, Volleyball, Hockey, Football, and Athletics & Cricket- Played for CAB Under 19.
• Music.
Interests
• Public Relations and Customer Service.
• Communications
• Research.
Personal Information
Date of Birth - August 3, 1976
Nationality – Indian
Civil Status – Married
Fathers Name – Mr. Samuel Bhora
Date : December 31, 2011
Place : Kolkata
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