Shweta Gupta
Email:-; Mobile (US): -; Mobile (India): -; Skype: shirley2987
■ Objective – Obtain a position as customer service representative, where my customer relations experience can be fully utilized to improve customer satisfaction and promote the company’s brand name.
Key Skills and Qualifications
Problem Analysis | Problem Solving | Organizational Skills
Customer Service Orientation | Adaptability | Initiative
Strong Interpersonal-Communication skills
•Graduate in Bachelors in English Hons.
•Knowledge about customer service applications and administrative procedures.
•Customer service oriented skills – Ability to deal with irate customers using excellent interpersonal-communication skills
•Worked in various CRM platform like Zendesk and Helpscout .
•My expertise are promptly responding to emails, providing chat support and handling phone calls.
•I am a result oriented team player.
Work Experience/Background
Recruitment Coordinator - Special Software India Pvt Ltd. (Dec.2016 - Till Date)
•Scheduling / Calendar Management.
•Posting Jobs.
•Managing Database.
•Maintain Applicant tracking system and ensure data integrity.
Customer Service Representative - Simple Prints (Oct.2013 - Dec.2016)
Simple Prints is a startup Photo Printing Mobile App.
•Provided customers with technical support using maintenance procedures created with company products.
•Wrote and kept accurate records of discussions and correspondence with customers.
•Managed and supervised a team of customer services representatives.
•Provided customer service team with feedback.
•Met with other team managers to discuss possible improvements in customer service and company’s products.
•Learned about products and services and kept up to date with changes.
Customer Service Representative - Oliso. Inc (Jan. 2012 - Sep.2013)
•Assisted customers with their queries and problems by phone and e-mail and chat support.
•Established and maintained contacts with new and existing customers.
•Entered and updated new customer details in the customer relationship management software according to administrative guidelines.
Customer Service Representative - Impex Solutions (July- Nov.)
•Responded promptly and answered/resolved customer inquiries and complaints.
•Investigated and resolved service issues and/or product problems.
•Managed customers’ database accounts, performed customer verification and processed applications, orders and requests.
•Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments.
•Kept records of customer interactions and actions taken, including – transactions, comments, inquiries and complaints.
•Supplied customers with written responses and information and followed up on customer communications.
Worked as a Call center executive in HSBC Bank Customer Support (Mar- June)
•Reviewed and verified transactions to ensure proper processing according to established standards.
•Served as first point of contact and technical resource for all customer inquiries and issues.
•Responded to customer inquiries, complaints and comments on a daily basis.
•Daily use of Microsoft Office: Word, Excel, PowerPoint, Outlook and Google Doc.
ACHIEVEMENTS
•Developed the customer service policy for the organization: Developed customer service procedures, performance level and QA standards for the organization.
•Evaluated changing factors frequently to achieve high customer satisfaction level.
•Analyzed statistics and other data to determine the level of customer service performance achieved by the team.
