Shivani Rana
Southbank,VIC
Summary
Precise Customer service representative with exceptional teamwork, leadership and communication skills. Over 2 years of experience working on large-scale projects as well handling daily operational requests. Exceptional technical understanding to meet project deadlines. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Apple
04.2023 - 12.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
EClerx Services
03.2022 - 03.2023
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Identified and resolved problems through root cause analysis and research.
- Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.'
Education
Bachelor of Commerce - Marketing
Punjab University
India05.2019
High School Diploma -
Crescent Public School
Himachal Pradesh03.2016
Skills
- Client Relationship bonding
- Empathy
- Problem solving
- Performance monitoring
- Documentation And Reporting
- Active listening
- Issue Identification
- Adaptability
- Patience
- Taking responsibility
- Writing skills
- Time Management skills
- Ability to read customers
Languages
English
Native or Bilingual
Additional Information
References upon request
Timeline
Customer Service Representative
Apple
04.2023 - 12.2023
Customer Service Representative
EClerx Services
03.2022 - 03.2023
Bachelor of Commerce - Marketing
Punjab University
High School Diploma -
Crescent Public School
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