Summary
Overview
Work History
Education
Skills
Certifications and Licenses
Profession Relevant Skills
Languages
Hobbies and Interests
Timeline
Generic

Manish Arora

Sydney,NSW

Summary

Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Brings over 10year background in maintaining customer satisfaction and contributing to company success. Highly motivated and experienced administrator and customer service representative. Creative abilities to effectively problem solve. Detail oriented and works well independently and as a team member. Strong communication skills and analytical abilities to identify and resolve customer problems.

Overview

9
9
years of professional experience

Work History

Logistics & Customer Service Officer

Olymus Sports Pvt Ltd
09.2020 - Current
  • Responsible of Processing & Despatching Orders, managing customers and inventory management for the e-commerce Business.
  • Responded to customer calls and emails to answer questions about products and services.
  • Completed data entry to record call notes, suggestions and questions.
  • Brought in system and process to integrate and automate the entire despatch process.
  • Sought ways to improve processes and services provided.
  • Created and maintained detailed database to run promotional campaigns.
  • Resolve customer complaints and ensure calls are handled in professional and prompt manner.
  • Train and assist entry-level customer service officers by helping them improve their listening skills, communication and multitasking abilities.

Customer Service Manager

SuperKisan ECommerce Pvt Ltd
01.2017 - 08.2020
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Collaborated with management to improve customer service processes and support structures company-wide.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Collaborated with marketing department to launch and manage promotional activities and campaigns.
  • Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.

Client Service Representative

SCA Hygiene India
08.2014 - 12.2017
  • Processed and administered proper contract review for all incoming orders and verified any pricing discrepancies with accounts reps if needed.
  • Accurately updated and maintained backlog for customer accounts on a daily and weekly basis for monthly goals to be set.
  • Effectively communicated with production and key personnel when orders needed to be expedited or pushed out to ensure on-time delivery of parts.
  • Answered incoming calls for expedites, quote requests and any customer conflict that needed to be resolved.
  • Worked closely with account reps to keep them informed of any issues regarding the increase or decrease in production, quality issues with parts, shipment issues, and pricing.
  • Communicated with shipping and production to prioritize orders when compiling the shipment schedule on a daily basis.
  • Lead and organized meetings with key personnel to resolve customer issues
  • Communicated with clients regarding account services, statements, and balances.
  • Trained and supervised junior customer service representatives on best practices to meet organization goals.
  • Collaborated with other departments to develop ways to increase customer satisfaction.
  • Prepared and submitted reports to keep management informed of sales activities and progress.
  • Developed and implemented customer satisfaction surveys to measure customer service quality.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promptly responded to inquiries and requests from prospective customers.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Created and maintained detailed database to develop promotional sales.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.

Education

MBA -

Finance & Marketing
Delhi
07.1995

Bachelor of Science -

Applied Sciences
University Of Delhi
04.1993

Skills

  • Data entry and maintenance
  • Credit card applications
  • Customer account management
  • Complaint resolution
  • MS Office and CRM
  • Multiline phone etiquette
  • Communication
  • Attention to detail

Certifications and Licenses

  • MBA - Marketing & Finance - (1995)
  • Bachelors in Applied Sciences - (1992)

Profession Relevant Skills

  • Capable of handling a variety of disputes and facilitating quick and efficient resolutions over the phone.
  • Proven ability to multitask and use multiple phones and other technical devices while providing exceptional customer service.
  • Proficient understanding of Microsoft Word, Excel and Access.
  • Knowledgeable of common office electronics and tech support.
  • Passionate about promoting lasting customer satisfaction.
  • Can utilize upselling prowess to sell additional products to customers or clients after providing assistance.
  • Able to enter large quantities of data into a computer and retrieve important information in a brief period of time.
  • Capable of entering data while remaining online with several customers at once.
  • Strong verbal communication skills allow for the fostering of strong bonds with customers during all interactions.
  • Able to thrive and meet company standards in a busy call center environment both alone and in a team setting.
  • Successful at satisfying different types of customers with creative and knowledgeable solutions.

Languages

English
Native or Bilingual
Hindi
Native or Bilingual

Hobbies and Interests

As much as I enjoy my customer service career, one of my true loves is gardening. I love planting a variety of fruits and vegetables in my backyard. If I'm not at the call center, more than likely, I am in my garden. In addition to gardening, I love anything related to the cinema and I have a keen interest in classic films. In my spare time, I also enjoy drawing, painting and sketching.

Timeline

Logistics & Customer Service Officer

Olymus Sports Pvt Ltd
09.2020 - Current

Customer Service Manager

SuperKisan ECommerce Pvt Ltd
01.2017 - 08.2020

Client Service Representative

SCA Hygiene India
08.2014 - 12.2017

MBA -

Finance & Marketing

Bachelor of Science -

Applied Sciences

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Manish Arora