Customer Service Management

POOJA YADAV

H. No. ** IInd floor, Shakti Khand * Indirapuram

Mobile No. : 981*******

*********@**********.***

Profile

Excellent interpersonal skill & strong organizational skill. Skill & proficiency with software’s viz. MS Office, Photoshop. Strong, proactive attention to detail, using tact & diplomacy, and maintaining high level of confidentiality, whenever required. Ability to plan & prioritize multiple projects when faced with interruptions, fluctuating workload or fluid deadlines, completing on time. Willing to take any challenges at work & providing best possible services to the company.

Career Objective

An enthusiastic individual with the experience of more than 8 years in the field of Back Office handling, Seeking a position of a back office executive wherein my skills, optimistic attitude and effective dealing abilities give way for the benefit of the organization on a global level.

SKILLS

• Capable of handling the front desk along with EPBX, bell, door, valet and concierge services effectively.

• Ability to keep up a top level customer service.

• Ability to train other front office employees and maintain a relation with the staff

• Possess good organizational and interpersonal skills.

• Ability to carry out research in particular field of knowledge.

• Capable of handling the problems of the clients.

• Ability to keep the records of attendance and other important task.

• Able work independently and under pressure.

• Highly skilled in using Microsoft Word, Microsoft FrontPage, Microsoft Excel and Power point.

• Good exposure to the back office profile with work experience in the field of Education, Management College and Software Company.

• Flexible and effective team player

• Ability to do other duties as assigned.

Computer Knowledge

• Good knowledge of Microsoft Word, Microsoft Excel and Microsoft Outlook.

• Ability to prepare and present presentations on Microsoft PowerPoint.

• Capable of browsing the internet through different browsers like, Internet Explorer, Mozila Firefox and Google Chrome

Work Experience

2001 –till date- :

Job Profile as a Computer lab Incharge cum PA to Branch Incharge (2010-Till date) Job Profile…..

• Monitoring of Arrival & Dispersal of children timely & safely.

• Monitoring of time table & curriculum.

• Proper Utilization of galaxy teachers.

• All the reporting to be done on time.

• Planning & execution of each & every event (Internal & External).

• Prepared daily / weekly reports for different departments as per their standard formats

• Answered to the daily query / complaint mails by customers, following the SOP

• Mailed the head office and other area offices for co-ordination in the processes

• Updated the report formats as per the instructions from the higher management

Worked as an Academic Head, Mother’s Pride (2009-2010)

Job Profile…..

• Making Class List according to age criteria.

• Taking complete care of curriculum part.

• Guiding teachers (almost all were trainee) how to maintain all the folders & files.

• Making Weekly Diary Notes.

Job Profile as a Photo coordinator & Kids Gallery Coordinator (2008-2009)

Job Profile…..

• Timely updation of class wise & child wise folder.

• Co-ordination with diverse activity groups to obtain necessary information / material for production of purposes.

• Segregating, merging & editing photographs in Photo shop to generate Kids album for the Mother’s Pride Website.

• On screen formatting of all documents, including word / excel documents.

Worked as a Computer Teacher, Mother’s Pride (2007-2008)

Job Profile…..

• Introducing the students with the various computer Parts H/W and S/W.

• Help them to work with on eye and hand coordination.

• Teach the students basics of the computer as clicking, dragging, moving, rotation of objects through different software according to their age.

Worked as an Software Analyst (2005-2007)

Job Profile…..

• Work for IPTV (Echostar) US based client.

• Work on manual and software testing

• Prepare reports based on testing bugs.

• Fix the bugs in the program and inform through the reports.

Worked as an Personal Sectary to Director cum Front Office Manager in College of Management Studies (Kanpur) (2000 to 2005)

Job Profile…..

• Handling the student’s (clients) quarries related to there career plans.

• Able to demonstrate excellent counselling and sales skills.

• An ability to defuse sensitive situations.

• Teaching and coaching skills.

• Highly motivated

• Efficient multi-tasker

• Transferring all incoming and outgoing calls of guests to the respective departments or numbers.

• Maintaining the attendance register, pantry, housekeeping, laundry and other staff member’s requirements.

• Arranging an emergency on call doctor in case of any emergency.

• Arranging for pick up and drop service for the guests.

• Work on Time management.

• Client relationship management.

• Effective listener/communicator

• Creative solutions orientated.

• Taking care of all the correspondence.

• Handle petty cash.

• Coordinate visitor cards and ID, and handle the booking services of the company

Education qualification

Graduate with Science from Kanpur University, Kanpur in First Division

Passed Senior Secondary school examination from KGIC (UP Board) in Second Division

Passed Secondary School Examination from JDGC (UP Board) in First Division

Professional Qualification

Two year diploma in COMPUTER APPLICATION.

One year Diploma in Computer in School management (from Knowledge Tree Academy, MOTHER’S PRIDE)

Scholarships/Awards

• Got scholarship while doing diploma in Computer Application.

• Got many awards at school level for different co-curricular activities & stage performance as well.

• Got Best Photo Coordinator award in Mothers Pride, while working as Photo Coordinator.

Personal Details

• Name : Pooja Yadav

• Marriage status : Married

• Date of Birth: 20 July 1979

• Language Spoken : Hindi, English & Punjabi

Pooja Yadav

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