Customer Service Lead

RANJAN GUPTA

**** ****** ****** **. *********, TX 77479

Cell: 832-***-**** Home: 281-***-****

________________________________________________________________________

WORK HISTORY

May 2006 AIG Retirement/Pitney Bowes , Houston TX

June 2009 Customer Solutions Lead/Document Management

·Managed staff responsible for processing invoices, coordinating shipments, and handling incoming calls from customers and the field sales force.

·Directed a 10-person customer service department including hiring, training, and managing staff.

·Consulted with accounting staff, and research staff to communicate client objectives and to develop alternative strategic solutions.

·Organized and conducted weekly status meeting and monthly meetings with payroll.

·Managed arrival system production regarding shipping and receiving ups packages.

·Handling problem solving tasks regarding sales, and mailing.

·Analyzed competitive activity and consumer trends.

·Served as a client contact for all projects.

April 2003 Creative Consumer Research, Houston TX

May 2006 Call Center Specialist/Market Research Analyst

·Created and managed the firm’s call center efforts, which improved client relations through corporate communications, seminars and special events.

·Managed the day-to-day process and development for media and creative including client approvals, as well as quality assurance for direct mail, email, print collateral, online websites, online ads, banner development, landing pages, splash pages and flash presentation demos

·Develop written launch plans outlining the launch process, present launch plans to senior management for approval, and track actual unit sales and gross margin performance for new product launches.

·Coordinated telemarketing and marketing management in conducting market research to determine target markets for the key account and conveyed this information to the key account.

·Prepared written status reports for senior management detailing open action items and launch status.

·Handled large call volumes as supervisor in customer service and call centers.

Jan. 2001 Merrill Lynch, Houston TX

Feb. 2002 Account Statements/Internship

·Wrote all correspondence in the form of conference reports, memos and additional project related materials.

·Reorganized customer service to properly align with sales teams improving communications and reducing time sales spent on non-sales related administrative activities.

·Responsible for all daily secretarial duties along with data entry and customer service/call center duties.

·Assisted tax group and compliance center in administrative and accounting functions for the company and individual clients.

·Helped managers set up projects for helping employees learn call center techniques for potential clients.

Feb. 2000 Ashoka Lion Consulting, Houston TX

Jan. 2001 Accounts Payable/Collections

·Processed incoming orders, coordinated shipments, and handled customer-related issues.

·Responsible for managing and tracking machine allocations for the entire company.

·Worked closely with managers creating billing invoices for multiple clients as well as keeping a track of detailed record, accounts payable and receivable along with restructuring and reorganizing entire database systems to increase efficiency.

·Managed over 1,000 accounts receivable and payable accounts working directly with the Chief Financial Officer.

·Helped gather data from all customer service surveys as well as supervising phone interviewers.

COMPUTER SKILLS MS Project, MS Word, MS Excel, MS PowerPoint,

MS Outlook, Quickbooks, Goldmine

SKILLS

·Adapt easily to new concepts and responsibilities.

·Interact effectively with various personalities and management.

·Self-motivated, detail oriented, function well both independently and as a team member.

·Demonstrated strengths in planning, organizing, and problem solving.

·Able to handle multiple projects with changing priorities.

EDUCATION Wharton Junior College 1998 - 2000

Associates Degree Business Management

Houston Baptist University 2000-2003

Finance/English

Contact this candidate