Smriti Arora
Karol Bagh
Summary
Aiming to establish myself as a service professional, I aspire to utilize my training and personality to ensure exceptional customer service with a background in management and extensive experience in leading customer-centric teams, I seek to contribute to organizational success through strategic planning, operational excellence, and fostering meaningful relationships.
Overview
4
4
years of professional experience
Work History
Program Manager Consultant
Great Learning
11.2023 - Current
- Making calls and connecting with the learners and build a contact and a professional relationship with them to help them through out their learning journey. Be their first “POC”.
- Manage the end-to-end learning journey of participants, ensuring high satisfaction levels and achievement of learning outcomes.
- Act as the primary point of contact for participants, addressing queries and facilitating discussions to enhance engagement.
- Oversee Program Office responsibilities, including scheduling, stakeholder engagement, and performance monitoring.
- Provide personalized support to learners and implement process improvements for efficient program management.
Customer Service Executive Tire - II
Accenture
07.2022 - 07.2023
- Maximised customer satisfaction by resolving service issues promptly.
- Addressed customer service enquires quickly and accurately.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
- Handled inbound calls, maintaining high customer satisfaction and average handling time metrics.
- Assisted in training new teams to enhance product knowledge and customer interaction skills.
- Maintained score card, Raised Bug, Escalations, Consults.
- Product Book - editing , updating
Sr. Representative Operations
Concentrix
10.2020 - 06.2022
- Managed customer concerns, ensuring smooth operations and high-quality service delivery.
- Provided support to new teams, fostering skill development and product knowledge.
- Operated equipment to exceed production targets.
- Developed team communications and information for meetings.
- Troubleshot problems and diagnosed system faults.
Education
Level 2 Certification in Customer Service -
HubSpot
01.2021
Graduation - B.A Programme -
Delhi University
01.2020
Senior School Education -
Lilawati Vidya Mandir Sr.Sec School
01.2017
Secondary School Education -
Lilawati Vidya Mandir Sr.Sec School
01.2015
Skills
- Computer Applications: Proficient in MS Word, Excel, PowerPoint, Vista, Salesforce
- Customer Service: Calm demeanor, excellent communication, and presentation skills
- Management: Operations management, staff and team management
- Leadership: Natural leader with the ability to inspire and motivate teams
- Languages: Fluent in English and Hindi
- Resourcefulness
- Public Relations
- Communication skills
- Google Workspace
- Multilingual
- Team leadership abilities
- Excellent interpersonal skills
- Risk Assessments
- Analytical problem solver
- Teamwork and collaboration
Timeline
Program Manager Consultant
Great Learning
11.2023 - Current
Customer Service Executive Tire - II
Accenture
07.2022 - 07.2023
Sr. Representative Operations
Concentrix
10.2020 - 06.2022
Level 2 Certification in Customer Service -
HubSpot
Graduation - B.A Programme -
Delhi University
Senior School Education -
Lilawati Vidya Mandir Sr.Sec School
Secondary School Education -
Lilawati Vidya Mandir Sr.Sec School
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