DIVYA M
Customer Service Representative
Bangalore
Summary
Dedicated Customer Service Representative with over 13 years of expertise in delivering exceptional client support and fostering lasting customer relationships across diverse industries. Results-oriented professional with demonstrated leadership abilities, emphasizing team collaboration and continuous process improvement to enhance service delivery. Committed to leveraging extensive experience to drive success and growth within a dynamic organization, ensuring client satisfaction and operational excellence. Passionate about creating positive customer experiences while contributing to a high-performing team environment.
Overview
4
4
Languages
16
16
years of professional experience
Work History
Customer Service Representative III
AVNET INDIA PVT LTD
BANGALORE
12.2024 - Current
- Managed ETD updates through the customer E2 portal, ensuring accurate and timely delivery information for customers.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Performed quarterly on-site customer visits to build rapport, address concerns, and support long-term relationships.
Senior customer service representative
Mouser Electronics India Pvt Ltd
Bangalore
10.2013 - 04.2023
- Established customer accounts and managed the seamless creation of customer profiles.
- Generated accurate quotations, facilitated efficient order entries, and conducted thorough stock checks.
- Collaborated with prominent Government Organizations such as BHEL and BEL, demonstrating a comprehensive understanding of their processes.
- Successfully submitted quotes through the BEL SRM portal, ensuring compliance with organizational procedures.
- Managed the pull-in and pull-out process by verifying and confirming delivery dates.
- Diligently followed up on payment processes, coordinated shipment releases, and shared pertinent shipment details with customers.
- Systematically logged service orders for returns, initiated the issuance of credit notes, and addressed technical queries raised by customers.
- Participated in marketing events to enhance brand visibility and engagement.
- Contributed to the onboarding process by providing comprehensive call training to new team members.
Customer Service associate
Protectron Electromech Pvt Ltd
Bangalore
05.2011 - 09.2013
- Completed ISO 14000, TS 16949, and Auditors Training to enhance proficiency in quality management systems.
- Expertly prepared quotations, ensuring accuracy and competitive pricing.
- Managed the end-to-end process of order acceptance, including the creation of checklists and timely communication of dispatch details to customers.
- Collaborated with PPC, Purchase, Production, and Quality teams to ensure the timely dispatch of materials.
- Facilitated smooth export shipments, adhering to international regulations and requirements.
- Maintained effective coordination with the engineering team to align product specifications with customer expectations.
Technical Trainee
Bharat Heavy Electricals Limited (BHEL)-ESD
Bangalore
01.2010 - 04.2011
- Served as a Technical Trainee, gaining valuable hands-on experience and foundational knowledge in the technical field.
Education
Diploma - Electronics Instrumentation & Control Engineering
M.E.I Polytechnic
Bangalore04-2009
Skills
Customer Service
Problem solving
Time management
Interpersonal skills
Negotiations
Adaptability
Order management
Team collaboration
Communication
MS Excel
MS Excel
Timeline
Customer Service Representative III
AVNET INDIA PVT LTD
12.2024 - Current
Senior customer service representative
Mouser Electronics India Pvt Ltd
10.2013 - 04.2023
Customer Service associate
Protectron Electromech Pvt Ltd
05.2011 - 09.2013
Technical Trainee
Bharat Heavy Electricals Limited (BHEL)-ESD
01.2010 - 04.2011
Diploma - Electronics Instrumentation & Control Engineering
M.E.I Polytechnic