Rupali Bakshi

RUPALI BAKSHI Mobile:- E-Mail- AN OVERVIEW 9.5 years of experience in handling and managing customer issues and escalations. Taking all follow ups and results in customer satisfaction with the best solution. ORGANISATIONAL SCAN Vamani Overseas Pvt Ltd, Faridabad as Customer Service Executive From June 2018 – October 2019 Working for sister concern company JUST WINES.com.au Just Wines is a Online Retail Wine Store for Australian Wines and some of New Zealand Wines. Key Deliverables: Worked as Process Coordinator for 3 Months Handle all inbound calls for Just Wines and outbound calls to customer and other companies linked with Just Wines Handle all emails and chat Handle all complaints, Order generation, Order status and give the best solution which leads to customer satisfaction. Make My Trip Pvt Ltd, Gurgaon as Holiday Expert From July 2016 – June 2017 Key Deliverables: Designing International Holidays and taking care of all formalities pre and post trip. Hinduja Global Solutions (HGS), Noida as Sr. Customer Service Officer From January 2015-May 2016 Key Deliverables: Handle Calls at Supervisor Level Handle and escalate the unsolved issues of the at 121. Floor Support in absence to Unit Manager Take all follow up and satisfy the customer with the best solution. IBM, Noida as Appellate Officer for Airtel From February 2011- February 2012 Key Deliverables: Solve and escalate the unsolved issues at 121 and Nodal Desk of Airtel Customer. Take all follow up and satisfy the customer with the best solution. HCL Technologies Ltd, Noida as Customer Service Executive September 2007- October 2009 Key Deliverables: Track and Monitor the project and take proactive action to get it working for the client. Identify the immediate measures for the projects and coordinate with the technical team Provide guidance and technical advice for the efficiency of the project to achieve customer satisfaction Thomson Digital (NSEZ),Noida as Executive Project Management From September 2005- September 2007 Key Deliverables: Arrangement of User discussion Preparing of Software Requirement Specification (SRS) on the basis of discussion Keeping the daily track on the progress of the project. Allocating the resource required to develop the Software project/application. Test the application/ project including System Integration Testing, User Acceptance Testing, and Regression Testing on the basis of SRS. Prepare the Test documents for the same and the get the User Acceptance from the user. Involve in the deployment of the application at the User End. In the end close the project from the project-tracking list. Maintain the feedbacks and change request management accordingly. ACADEMIC CREDENTIALS BCA (Bachelor of Computer Application), Guru Gobind Singh Indraprastha University, New Delhi in 2004. PGDCA from IGNOU 2010 TECHNICAL SKILLS Knowledge of MS-office and internet applications, Basic knowledge of Power Point and Excel REWARDS AND RECOGNITION IBM Started as Nodal Officer and within 2 months promoted to Appellate Officer. HCL Technologies Ltd Awarded: Star of the Month for July’08, February’09, April’09 and July’09 Achievers Award for Nov’09 and March’09 Quality Star of the Month for February’09, May’09 and June’09 Thomson Digtal Nominated: Snap Award TRAININGS AND WORKSHOPS Attended Training for ISO 9000:2001. Attended Training for ISO 27001:2005. Attended Training ISMS Risk Assessment Quality. STRENGTHS Reliable Resource Positive attitude towards new challenges Ability to handle irate customer and solve their issues in given TAT. Great Interpersonal and Communication Skills. Efficient in understanding customer issue and give best possible solution. Receptiveness to new ideas and other people’s insights PERSONAL DOSSIER Date of Birth:19 July 1983 Address:A-66 Ashoka Enclave-2 Sector -37 Faridabad - 121003 Languages Known:English, Hindi DECLARATION I hereby, declare that the information furnished above is true from my side. Rupali Chopra