Balwinder Kalra

Balwinder Kalra  India -  https://linktr.ee/bkvaservices Profiles balwinder-kalra LinkedIn Summary Balwinder Kalra is a highly motivated professional with a clear understanding of operations and procedures. With expertise in e-commerce management, customer service, and administrative assistance, Balwinder has provided comprehensive virtual assistant services to businesses and solopreneurs, optimizing their day-to-day operations. Balwinder's strong organizational skills, attention to detail, and excellent time management have enabled efficient and organized workflows. Balwinder is adept at managing inboxes and calendars, maintaining social media accounts, and providing administrative support. With a commitment to continuous learning and professional growth, Balwinder stays updated with industry trends and best practices. Balwinder's experience as an Assistant Manager and Team Lead demonstrates leadership abilities and the ability to provide guidance and support to team members. Balwinder's Bachelor's degree in Business Administration and certification as a Business Administrator highlight a strong educational foundation. Balwinder is seeking professional challenges that allow for the utilization of interpersonal skills, problem-solving abilities, and a commitment to excellence. Experience Independent Contractor Independent Contractor July 2022 to Present Provided comprehensive virtual assistant services to businesses and solopreneurs, optimizing their day-to-day operations and enabling them to focus on business growth and achieving work-life balance. Leveraged expertise in e-commerce to support clients in managing online stores, optimizing product listings, and implementing effective marketing strategies. Demonstrated proficiency in data entry, accurately inputting and organizing large volumes of information, and maintaining data integrity and confidentiality. Maintained clear and professional communication with clients, understanding their unique needs and delivering tailored solutions to meet their specific requirements. Ensured consistency and accuracy in all deliverables, adhering to established guidelines and quality standards. Adapted quickly to new technologies and software platforms, enhancing productivity and efficiency in completing tasks. Fusion Business Solutions (P) Limited Assistant Manager June 2021 to June 2022 Evaluated the success of e-commerce and administrative assistance training programs, identifying areas for improvement and recommending enhancements to higher management to enhance effectiveness. Led daily, weekly, and monthly coaching, counselling, and feedback sessions, providing guidance and support to team members to improve performance and achieve goals. Conducted orientation sessions and organized on-the-job training for new hires, ensuring a smooth onboarding process and facilitating their integration into the company. Utilized a variety of training methods to diversify instruction, strengthen learning opportunities, and enhance the success of the program. Diligently proofread all training materials and documentation, ensuring they were error-free and accurately conveyed the intended message. Fusion Business Solutions (P) Limited Team Lead (Virtual Assistant) April 2018 to May 2021 Led a team of 18 Virtual Assistants, providing exceptional customer service, executive support, and administrative assistance to clients in the United States and the United Kingdom. Ensured the delivery of high-quality services to clients, consistently meeting or exceeding their expectations. Handled escalations and resolved issues promptly and effectively, maintaining client satisfaction and building strong relationships. Implemented process improvements that resulted in a 25% increase in team productivity and efficiency. Maintained clear and open communication with clients, addressing their needs and concerns promptly. Consistently achieved optimum quality in deliverables, adhering to strict quality standards and guidelines. Diligently proofread all communications and documentation, ensuring accuracy and professionalism. Fusion Business Solutions (P) Limited Onboarding Executive & Administrative Assistant II November 2016 to March 2018 Provided prompt and professional customer support via calls, emails, and live chat, consistently achieving high levels of customer satisfaction and retention. Efficiently managed customer spreadsheets and online records, ensuring easy access to important information and improving overall organizational efficiency. Established and maintained secure computerized information filing systems, ensuring accurate and organized storage of data and documents. Compiled and analyzed data, statistics, and other information to support research activities, providing valuable insights and contributing to informed decision-making. Assisted clients with daily business operations and various administrative activities, demonstrating strong multitasking and problem-solving skills. Develop customized onboarding plans for each client based on their specific needs, timelines, and preferences. Serve as the primary point of contact for clients throughout the onboarding process, providing regular updates and addressing any questions or concerns. Build and maintain strong relationships with clients, serving as a trusted advisor and advocate for their needs within the organization. Etech Global Services - Verizon Telecommunications USA Customer Support Executive - Live Chat May 2013 to November 2016 Proactively addressed customer needs and resolved concerns, consistently maintaining high levels of customer satisfaction. Demonstrated strong product knowledge and effectively answered customer inquiries, resulting in increased customer engagement and potential sales. Utilized persuasive techniques to suggest additional offerings, successfully attracting potential customers and increasing revenue. Provided exceptional service by promptly responding to customer requests, assisting with product selection, and efficiently handling ordering functions. Actively contributed to a positive team environment, collaborating with colleagues to improve customer support processes and enhance overall customer experience. Education MLS University Business Administration July 2008 to April 2012 Bachelor World Education System Business Administration Areas of Expertise E-commerce Management and support Customer support, product listing, order fulfilment, Vendor management, inventory tracking, generating reports, etc. Customer Service and support Live chat, email and social media support Managing inbox and calendar Efficiently managing inbox and calendar on Google and Microsoft calendars for a stress free day Administrative Assistance Assisting business with administrative tasks and activities with the knowledge, skills and tool expertise Business administration and operations Handling daily business operations to contributing to process improvement to make it efficient Maintaining Social Media Accounts Posting content, monitoring comments, likes, shares and activities, and responding to the social media chats and queries Logistics Management Helping businesses in shipment processing, verification, tracking, monitoring inventory, and 3PL logistics Executive Assistance Assisting executives and founders with schedules, communications, arranging meetings and business events Lead Generation Generating email leads for businesses via open Google search, tools and platforms Data Entry Processing and entering information or updating records in a database for business marketing and record management Skills Account Management Customer Success Time Management Critical Decision Making Organized Problem-Solving Adaptability Quick Learner Ownership Detail Oriented Tools MS Office & Office 365 Google Suite & Workspace Zapier (Automation) Monday.com (Project Management) Trello (Project Management) Asana (Project Management) ClickUp (Project Management) Zendesk (Ticket Management) Jira (Ticket Management) Freshdesk (Ticket Management) Amazon Seller Central (E-commerce Platform) Shopify (E-commerce Platform) ShipStation (Logistics Management) Active Ants - Maya (Logistics Management) ZOHO CRM HubSpot CRM Pipedrive CRM Dropbox Google Drive Certifications Certified Business Administrator - World Education Services World Education Services August 2022 Excel 2021 Essential & creating Dashboard Training LinkedIn August 2022 Salesforce CRM Essential LinkedIn August 2022 Project Management with Monday.com LinkedIn August 2022 Shopify Essentials LinkedIn August 2022 HubSpot CRM LinkedIn August 2022 Zoho CRM LinkedIn August 2022 Career Achievements Helped a UK-based Sports & Fitness business in streamlining their process and improving client retention Successfully established a Training and development department within the company February 2022 Certificate of Merit – Great People Manager Study Upselling services, account additions and increased renewals for the company December 2023 October 2021 April 2018 to May 2021 Contributed to improved client retention by 4.8% in the company April 2020 Successfully onboarded a UK-based E-commerce marketplace business and helped set up a team of 11 customer service representatives and 8 backend support representatives December 2019 Enhanced team performance to 125% by implementing best operational practices December 2018 Achieved client onboarding success rate of 92.4% Runner up in selling the products to the existing customers January 2017 to March 2018 June 2015 Most improved in handling new customers December 2014 Best quality in handling existing customers September 2014 Runner up in selling the products to new customers September 2013 Most improved in handling existing customers September 2013 Languages English Proficient and Business Hindi Native speaker