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
16
16
years of professional experience
4
4
Languages
Work History
Customer Service Representative III
AVNET INDIA PVT LTD
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
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
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
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
SAP
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