Dhiraj Arora

MS. DHIRAJ ARORA Email :-Skype : dhiraj_ta I have worked on several Customer Care, VA, Project Management assignments in areas E-Commerce, Real Estate, Travel Boutique, Internship to name a few: Some of the long term projects are : (VA & Project Management) Canadian Telesummit Organisation Relationship management with experts in different fields Follow up with the Experts and organizer of Telesummit Managing and updating spreadsheets and other records on a daily basis Creating different documents for clients to help prepare them for the interviews Scheduling and setting up Interviews Creation and Follow - up of Business contracts Virtual Telesummit Co-ordination Infographics, Speaker pages creation in Wordpress Virtual Administration (Project Management & Customer Service) February 2014 till April 2016 US Based Staffing Agency Project management using different online tools Inbound, Outbound Calls, Live Chat and Email Handling through Zendesk Client relationship management Lead nurturing and business development Conducting Training for new and current workers Moderating Interviews and conferences Reports and Analysis Feedbacks from workers and Clients Assists with the setting of learning goals and action planning Soft Skills Training and Quality Analysis General Administration Social Media Handling (Customer Service Sr. Associate) 2006 - till March 2014 Dell International Services Pvt Ltd Inbound Calls and Outbound Calls Email Handling and Chat Processing and Creation of Returns, Exchanges and Credits Logistics and Depot management Lead Generation and Save the Sale Liasioning with 3rd Party Vendors Efficiently manage addressing escalated customer inquiries and politely resolving complaints Ensuring high customer satisfaction matrices by achieving delivery & service quality norms Demonstrated exceptional ability to deal with irate customers through flexibility and sensitivity in approach and problem-solving Fostered positive working relationships with seniors, co-workers and clients alike to enhance the customer care experience Lead, motivated, mentored and coached junior staff on an ongoing basis Analysis of the problem Areas by generating reports Mentoring and meeting the training needs of new joiners. Attended and engaged in launch of a new process at Gurgaon site through Employee Based Training. Have been constantly awarded several performance awards and accolades. Awarded W.I.S.E (Women in search of excellence) awarded on International Women’s Day for mentoring, encouraging and inspiring others. Handled Social Media and Community Supervisor (Receiving Department- Dynamic Distribution Services, New Jersey USA Effectively managed providing order status updates to clients in a fast-paced Logistics environment Efficiently managed addressing clients inquiries on their orders, ensuring quality standards are met. Ensuring product dispatch deadlines are met. Analysis of all problem order statements i.e. shortages or overages Co-ordination with shipping, billing and productivity departments Weekly analysis and preparation of order projection report EDUCATION Post Graduate Diploma in Business Management (MBA), Graduate School for Business Administration, Ghaziabad Master of Arts (Economics Honours), Punjab University, Chandigarh Bachelors of Arts (Economics Honours), Punjab University, Chandigarh