RICHA GANDHI
-,-CAREER OVERVIEW
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A result oriented professional with over 8+ years of experience in Administration and
Customer Service.
An executor with sufficient experience in managing service operations with an aim to
accomplish corporate plans & goals successfully.
Resourceful at maintaining relationships with clients to achieve quality product and service
norms by resolving their service related critical issues.
Solutions-driven, customer centric professional with significant experience in handling all
aspects of service functions.
Capability of effectively carrying out a range of Administrative and clerical duties.
An effective communicator with good relationship building & interpersonal skills. Strong
analytical, problem solving & organisational abilities. Possess a flexible & detail oriented
attitude.
SCHOLASTICS
2010 PGDIM IN MARKETING MANAGEMENT FROM IGNOU
2003 CERTIFIED IN COMPUTER APPLICATIONS FROM ZED CAREER ACCADMEY
2005 BCOM - KANPUR UNIVERSITY
IT SKILLS
Operating System:
Office Tools:
Windows 10, Windows 98, Windows NT, 2000, Windows XP, Windows 7
MS OFFICE (including excel, PowerPoint, MS Word), Internet, Ramco
ERP.
EMPLOYMENT SCAN
Jul’09-Apr’15
Last Designation
Last Industry
Moser Baer India Ltd
Sr.Executive
Mfg. Sector- Media & Entertainment
Nov’07-Jun’09
Last Designation
Last Industry
TNT INDIA Pvt LTD
Officer
Service Sector- Courier & Cargos
Mar’06-Feb’07
Last Designation
HCL Infosystem
On the Job Trainee
Industry Worked with
•
Service Sector
CORE ACCOUNTABILITIES
Operations / Customer Services Management
Managing service operations for rendering and achieving quality services, providing first
line customer support by answering queries & resolving their issues, ensuring minimum
TAT.
Handling customer service operations inclusive of implementing short / long term plans;
coordinating with team with focus on excelling business targets & service delivery metrics.
Identifying improvement areas and implementing adequate measures to maximise
customer satisfaction level.
Handled customer complaints & carried out assigned work activities as per company
policies and procedures
Identify improvement areas and propose constructive changes to achieve operational
excellence. Provide suggestions for team development. Be presentable and pleasant at all
times. Maintained integrity, professionalism and friendly attitude. Contribute positively as
a team player.
Supervising Junior Officers ensuring compliance
Office Administration
Maintaining an effective administration system
Overseeing optimum and effective utilization of funds in providing congenial work
environment.
Handling the purchase of stationery, office equipment purchases & looking after their
maintenance.
Scrutinizing and ensuring timely payment of all office administration bills like Courier,
annual maintenance contract of equipments.
Maintaining cafeteria, pantry and kitchen areas.
Rapidly responding to and resolving any administrative problem.
Establishing a good network with external agencies catering to Office automation etc.
Relationship Management
Building and maintaining healthy business relations with clients, ensuring high customer
satisfaction matrices by achieving delivery & service quality norms.
Ensuring speedy resolution of queries & grievances.
Assessing customer feedback, evaluating areas of improvements & providing critical
feedback.
Taking escalations for resolving critical issues.
Ensuring continuous interaction with the customer to make sure that area of concern can
be worked upon for improved service levels.
Handling small team efficiently
Notable Highlights
Well organised and be able to prioritise work in an efficient manner
Developing self-excellence , Understanding different types of customers
Listening and Speaking skills ,Quality as way of life
Building strong Customer Relationship ,Neutralising Accent
Empathy and Sympathy
Appreciated by customers & Seniors
Independatly handaling region which was lastly handled by two members.
Strong supervisory and leadership skills
Sharing responsibilities with Assistant Manager in her absence.
PERSONAL DETAIL
Language
Fluent in English
French (about to complete A2 Level in french)
Address
2021 Atwater Avenue, Montreal, QC. H3H 2P2.
