Ashima Sunil
Assistant Manager
Mohali,PB
Summary
Focused and efficient Customer Service Manager with over 2 years of experience in supervising customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures with knowledge of process optimization and an unsurpassed worth ethic.
Overview
1
1
Certification
4
4
years of post-secondary education
4
4
years of professional experience
Work History
Assistant Customer Service Manager
Teleperformance
Mohali, Punjab
03.2019 - Current
- Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Created and enhanced call sequencing flows and scripts to enhance team performance.
- Created customer support strategy for team of 20 to increase customer retention.
- Described and explained details about product service options to inform customers and guide purchasing decisions.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Helped customers by approaching conversations with positive attitude and first call resolution.
- Supported Assistant Manager job role managing over 20 team members resolving customer issues every day.
- Reviewed submitted documents to check compliance and enforce record keeping policies.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Measured customer support success with clear metrics to attain minimum 85% customer satisfaction.
Quality Assurance Automation Test Engineer
DXC.Technology
Bengaluru, Karnataka
02.2017 - 08.2018
- Identified and tracked defects with Selenium webdriver and supported developers in resolving problems by completing additional tests.
- Debugged code and located root causes of problems by reviewing configuration files and logs.
- Effectively interacted with development and design departments regarding software defects and issues, working closely to develop innovative solutions.
- Collaborated with developers and product owners to stay current on product features and intended functionality.
- Created accurate and efficient test scripts in Selenium Webdriver to manage automated testing of certain products and features.
- Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches.
- Reviewed all test cases and test scripts for quality and identified additional areas to review.
- Completed automation of functional and regression testing.
- Discussed requirements and processes with project managers and developers.
Education
Bachelor Of Computer Science - Computer Science
Maharishi Markandeshwar University
Mullana 07.2012 - 08.2016
Skills
Customer Relationship Management Software (CRM)
Effective workflow management
Training and mentoring
Work flow planning
Strategic Planning
Cross-functional communications
Data Analysis
Quality Management
Process Improvement
Test script development
Automation tools
Accomplishments
- Supervised team of over 20 staff members.
- Drove customer satisfaction along with quality management that elevated the organization ranking to number 1.
- Documented and resolved customer and process related issues which led to high customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Created automated test scripts using Selenium Webdriver for functional testing and defect logging.
Certification
Lean Six Sigma White Belt Certified
Timeline
Lean Six Sigma White Belt Certified
10-2020
Assistant Customer Service Manager
Teleperformance
03.2019 - Current
Quality Assurance Automation Test Engineer
DXC.Technology
02.2017 - 08.2018
Bachelor Of Computer Science - Computer Science
Maharishi Markandeshwar University
07.2012 - 08.2016