Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
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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)

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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

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Ashima SunilAssistant Manager