Shveta Sharma
Pakenham,VIC
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Client Experience Officer
Eziway
Pakenham, VIC
07.2023 - Current
- Advised employees about available resources for assistance with financial planning.
- Evaluated customer needs and proposed specific benefits options.
- Responded promptly to inquiries from staff members regarding their individual benefit programs.
- Provided guidance to managers regarding employee eligibility criteria for specific benefits plans.
- Maintained updated knowledge through continuing education and advanced training.
- Planned and completed group projects, working smoothly with others.
- Understood and followed oral and written directions.
- Provided excellent service and attention to customers when through phone conversations or emails.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Assisted with customer requests and answered questions to improve satisfaction.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Identified needs of customers promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Test Centre Administrator
Pearson Vue Australia
05.2013 - 02.2023
- Coordinated standardized group and/or individual test administration
- Administered Centre's computer testing pod, to include installation, maintenance, troubleshooting, and enhancement of computer/network hardware, software, and peripheral
- Plan, develop, and coordinate testing program policies, procedures and schedules
- Contact testing companies, and orders and maintains supplies of manual testing materials
- Supervised and monitored administration of tests by proctoring; ensuring that test instructions are accurate and that appropriate testing environments are maintained
- Dealing with around 90 candidates per day
- Provided routine direction, information, and advisement to students and prospective students in regards to testing policies, procedures, and outcomes
- Ensured that all test administration is carried out in compliance with relevant university and higher education policies, regulations, guidelines, and standards
- Ensured confidentiality of test results and recommendations; maintained security of testing materials
- Remained well informed of advancing technology in standardized test administration, computer-based testing, machine scoring, and associated software
- Supervised personnel which typically includes recommendations for hiring, firing, performance evaluation, training, work allocation, and problem resolution
- Performed miscellaneous job-related duties as assigned
- Skilled at working independently and collaboratively in team environment
- Self-motivated, with strong sense of personal responsibility
- Proven ability to learn quickly and adapt to new situations
- Worked well in team setting, providing support and guidance
- Worked effectively in fast-paced environments
- Managed time efficiently in order to complete all tasks within deadlines.
Customer Service Executive
Startek
Melbourne
02.2022 - 07.2022
- Inbound call centre job
- Provided company information and policies to customers upon inquiry and answered questions via phone
- Described product and service details to customers
- Provided solutions to enquiries related to banking procedures
- Escalated critical customer issues to supervisor immediately to avoid lost revenue
- Developed working relationships with internal and external customers
- Handled customer inquiries and suggestions courteously and professionally
- Asked open-ended questions and researched issues in system to resolve various customer billing errors
- Answered constant flow of customer calls with minimal wait times
- Responded to customer requests for products, services, and company information
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Acting Test Centre Manager
Pearson Vue Australia
Melbourne, VIC
04.2015 - 05.2015
- Leading Test Centre in terms of: Managing Staff - Rostering, Monthly work hour Computation, HR activities
- Vendor Management & Coordination with internal stake holders (VSS, Program Coordinators, Program Management, Capacity and others)
- Effectively & efficiently handling candidate escalations
- Worked well in team setting, providing support and guidance
- Worked effectively in fast-paced environments
- Self-motivated, with strong sense of personal responsibility
- Identified issues, analyzed information and provided solutions to problems
- Developed and maintained courteous and effective working relationships.
Lead
Genpact
Gurgaon, India
04.2006 - 10.2010
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Offered advice and assistance to customers, paying attention to special needs or wants
- A team of 7 to make decisions on issuance of insurance Policies after scrutinizing, analyzing and accurately summarizing a patient's medical notes using lean sigma approach
- Ensure compliance to laid-down guidelines for Medical analysis/Underwriting
- MIS reporting - Update Log, SOP, Month-end data, Credit earned, Login/Logout time and touch time
- Client interactions for KPI updates and Voice of Customer
- Trained new team members by relaying information on company procedures and safety requirements
- Coached team members in techniques necessary to complete job tasks
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Developed monthly and daily production output plans to deliver on customer service and financial metrics
- Built strong relationships with customers through positive attitude and attentive response
- Supervised team members to confirm compliance with set procedures and quality requirements
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Education
MBA - (PGDBM: Human Resource) -
GGSIP University
01.2009
Bachelor of Homoeopathic Medicine and Surgery -
Dr. B.R. Sur Homeopathic Medical College, Hospital & Research Centre
01.2006
Skills
- Strong communication and team building skills
- Strong client management skills
- Strong group facilitation skills
- Leadership and strategic thinking skills
- Teamwork and Collaboration
- Complaint Resolution
- Patient Advising
- Coaching and Mentoring
- People Management
- Conflict Resolution
- Team Member Motivation
- Attention to Detail
- Verbal and Written Communication
- Effective Customer Service
- Call Centre Operations
- Key Performance Indicators (KPI)
Accomplishments
- Test Centre Administration
- Team Management
- Process Improvement
- Stakeholder Management
- Events Management
Ielts
Band 8
Personal Traits
- Strategic Thinker
- Change Agent
- Persuasive Communicator
Languages
- English, Full Professional
- Hindi, Native or Bilingual
- Punjabi, Limited Working
Languages
English
Professional
Hindi
Native/ Bilingual
Punjabi
Limited
Timeline
Client Experience Officer
Eziway
07.2023 - Current
Customer Service Executive
Startek
02.2022 - 07.2022
Acting Test Centre Manager
Pearson Vue Australia
04.2015 - 05.2015
Test Centre Administrator
Pearson Vue Australia
05.2013 - 02.2023
Lead
Genpact
04.2006 - 10.2010
MBA - (PGDBM: Human Resource) -
GGSIP University
Bachelor of Homoeopathic Medicine and Surgery -
Dr. B.R. Sur Homeopathic Medical College, Hospital & Research Centre
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