Neha Shrivastava
Customer Service Officer
Tarneit,VIC
Summary
7+ years of experience in Customer Service and Administration exposure in increasing sales revenues as well as exceeding targeted sales goals, developing profitable and productive business relationships, and building an extensive client base. Capabilities in conducting opportunity analysis by keeping abreast of market trends competitor moves to achieve market-share metrics. Adaptable and a quick learner possess skills to work under pressure. Possesses strong management, communication & interpersonal skills.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Officer
VITS Languageloop
5 2022 - Current
- Manage incoming queries from clients and contractors via the dedicated support channels and provide the necessary advice, support and services requested
- Manage the end-to-end booking process for language professionals, ensuring timely and accurate service delivery for clients in various industries
- Handle customer inquiries daily, ensuring quick and efficient resolutions to issues related to bookings, payments, and service adjustments
- Collaborate with internal teams to improve service offerings and streamline the booking process, enhancing overall client satisfaction
- Liaise with clients/applicants relating to additional instructions prior to accepting bookings
- Issue confirmation for jobs acceptance to clients
- Liaise with clients and contractors when requests cannot be facilitated, and where possible find a solution
- Identify additional service opportunities for clients and Identify trends and/or gaps in services or systems & suggest areas for improvement
- Deal with any issues related to service delivery; where required, escalate to a the Customer delivery Manager
- Identify suitably qualified contractor to perform the interpreting job and allocate the job to the contractor
- File and administer any appropriate documentation within current archiving systems, electronically & hard-copy
- Process returned interpreter invoices as finalized
- Assist in all other areas as requested
HR Executive
Gaian Solutions Pvt Ltd
03.2015 - 06.2015
- End to End Recruitment which will includes Source and screen candidates through various sourcing techniques which include Portals, own database, referrals, own network of contacts, and Internet sourcing channels
- Scheduling interviews of the selected candidates
- Regular follow up with the candidates till they join
- Maintaining daily tracker of the submission and interview schedules
- Issue confirmation or rejection letters
- Work closely with team lead ensuring successful on-board of candidate
- Process all HR related queries and documentation of team members
- Ensure appropriate communication at all staff levels
- Manage New Hire Onboarding
- Time & Attendance management & Payroll inputs.
Operations Manager
LISAA School of Design
02.2014 - 02.2015
- Establishing and maintaining relation with the parents, faculties, clients, and other dignitaries
- Handling Student, Faculty and Parent affairs as it relates to the operation of the institute
- Handling Responsibility for the day-to-day operations of the Organization
- Maintaining and Updating Records of Student Attendance, Faculty Attendance, Batch Schedule, Academic Evaluations
- Coordinating with the Academic Director for the Smooth Functioning of Classes
- Coordinating with the Students Regarding Academics, fees and other communications
- Maintaining the Student Evaluation Report, Library Record, Student Attendance
- Ensuring Student Report Cards and Attendance Evaluation Sheets etc
- Reach the parents, Handling External Affairs (Including Vendors and Parents and any issues that arise around them)
- Coordinating and performing any Marketing Related Activities on request
- Coordination with the Faculty & Administration Department
- Coordinating with the Management for events, day to day functioning, etc
- Ensuring proper Admission Procedures are followed at the Institute, for new admissions
- Sourcing resumes (Browsing, Contacts, references etc.)
- Handling the Selection procedure like screening, scheduling and conducting Interview and conducting various HR activities to motivate employees
- Coordinating with various departments for the requirement
- Documentation of the new joiners
- Maintaining the attendance of the employees
- Calculating & processing the salaries of the employees
- Conducting the Training programs for the employees as per the need.
Customer Service Manager
Ashima Mall
02.2012 - 10.2012
- Short-listing the candidates, scheduling interviews and maintaining database, reports
- Recruiting staff and doing appraisals
- Hire, train customer service associates, Arranging staff meetings
- Preparing Daily, Monthly, weekly Reports
- Train associates on how to adequately address problem
- Handling complaints and queries (from customers and staff)
- Communicate with customers via phone, email, or letter
- Sorting security issues, investigate customer's problems and find solutions
- Resolve complaints and other issues, Compile and print reports on overall customer satisfaction
- Work with management on customer service initiatives
- Utilize social media to respond to customer complaints and praise
- Helping to build good customer relations
- Keep knowledge of new company products and services
- Issue refunds to customers, Analyze data and statistics.
Department Manager
TATA Westside
03.2011 - 10.2011
- Prepare and achieve sales target
- Dealing with customer queries and improving sales
- To establish brand and customer loyalty
- Preparing reports on daily weekly & monthly basis
- Placement of Stock indent and Stock Replenishment
- To monitor the progress on monthly basis & review plan for any additions
- Conduct market research to determine brand position and competitive strength across different markets
- Conducting regular store performance review, analysis, and initiation of corrective action
- Planning base stock level and ensure inventory reconciliation monthly
- Reviews of performance of staff continuously and help them improve on weak areas
- Maintaining proper housekeeping standards and ambiance inside the store
- To maintain the disciplined environment inside the shop premises at all the time
- Recruiting, training, supervising, motivating, and reviewing staff
- Grooming of the sales staff in terms of product knowledge, personality development
- Maintaining staff documents and keep track of medical reimbursement and holiday pay of the staff.
Assistant Department Manager
BIGLIFE
05.2010 - 03.2011
- Ensure staff is aware and motivated to provide service to customers
- Exhibit and promote equally high standards of internal customer care
- Complete Department Performance Summary to track the sales performance of staff and department
- Set, Monitors, follow up on productivity goals and objectives for the store team to maximize sales and profitability.
Sales Executive
Macy's
05.2009 - 05.2010
- Greet and assist customers, operate cash registers
- Maintain high customer readiness standards; deliver a clean, neat and easy to shop store environment
- Handled incoming calls for a variety of sales customer service and returns issues for customers
- Ability to meet or exceed sales, customer service and loyalty program standards
- Operational knowledge of merchandising and store operations
- Ability to communicate effectively with customers, peers and management.
Cashier
Home Depot
05.2008 - 05.2009
- Operation and Maintenance of Cash Register
- To provide the highest of the service to customers at all times
- Worked for Garden Centre and Lumber Section.
Education
Bachelor of Commerce -
Barkatullah University
Bhopal, India 04.2006 - 05.2009
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Skills
Customer Relationship Management
Team Management
Business Development
Stakeholder Management
Client Communication
Problem Solving
Time Management
Timeline
HR Executive
Gaian Solutions Pvt Ltd
03.2015 - 06.2015
Operations Manager
LISAA School of Design
02.2014 - 02.2015
Customer Service Manager
Ashima Mall
02.2012 - 10.2012
Department Manager
TATA Westside
03.2011 - 10.2011
Assistant Department Manager
BIGLIFE
05.2010 - 03.2011
Sales Executive
Macy's
05.2009 - 05.2010
Cashier
Home Depot
05.2008 - 05.2009
Bachelor of Commerce -
Barkatullah University
04.2006 - 05.2009
Customer Service Officer
VITS Languageloop
5 2022 - Current
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