Divya Saini
New Delhi
Summary
Client Coordinator with a strong commitment to Client service and an upbeat attitude. Strong team player with a cheerful, enthusiastic attitude and demonstrated abilities in building rapport with clients. driven to keep customers happy and make a difference in the success of the business. focusing on process improvement, speed, and quality. Clearly articulate, animated, and results-driven, with a proven love for forming bonds, fostering alliances, and expanding businesses. Highly organized Client Coordinator with proven experience in managing client relationships, coordinating projects, and improving operational efficiency. Strengths include strong problem-solving skills, proficiency in customer service, and ability to multi-task effectively. Have made significant contributions to previous employers by enhancing client satisfaction levels and streamlining internal processes.
Overview
4
4
years of professional experience
Work History
Client Coordinator: Client Servicing
Advatix APAC Logistics
09.2023 - Current
- Company Overview: Logistics and Supply Chain.
- Enters and manages orders from all sources, e.g., email, phone, fax, online, etc.
- And handles any order exceptions, updates, or corrections.
- Manages open orders, including working with the appropriate team members on backorders.
- Responds to answer clients concerns or complaints and ensures that all inquiries are handled and documented in a timely and professional manner.
- Escalates risk or unresolved order-related issues to appropriate team member or management for support to resolve.
- Collaborate with management and/or the clients, as directed, to maintain the integrity of the order management processes and suggest improvements to the business.
- Interfaces with various departments to ensure deliverables are being completed on time and within SLAs.
- Apply attention to detail of procedures and requirements to ensure proper billing to the client, including timely and accurate closing of work to prepare for the billing process.
- Update client business rule documentation, ensuring that internal key stakeholders are aware of business process changes.
- Collect all requirements of the client and manage them in software.
- General understanding of client contractual requirements to ensure adherence and ability to recognize client requests that are outside contract requirements, and escalate to management before proceeding.
Technical Support Representative
SHL
10.2021 - 09.2023
- Handle candidates' and clients' queries via phone, chat, and email. Provide appropriate solutions and alternatives within the time limits.
- Proficient in using Customer Service Software, CRM systems, and other relevant tools to streamline processes, track Customer Interactions, and generate Salesforce reports for the management.
- Develop a deep understanding of our product and client roles to handle complex client requests effectively, in terms of Client Training.
- Prepare product-related SOP and explain it to the client in terms of their requirements.
- Assist client related to AMCAT product, candidate report/results, and many other product-related concerns.
- Resolved a diverse range of technical issues across multiple systems and applications for clients and end-users across various time zones (Globally).
- Make demo assessments for the client and train them on how to use that.
- Retrieving Data/Account usage for the sales team.
- Strong leadership abilities, guiding and mentoring junior team members to optimize performance and achieve team goals.
- Escalate unresolved issues to the second line of technical teams using an internal ticketing JIRA system.
Operational Executive
Concentrix
09.2020 - 09.2021
- Oversaw the onboarding and enrollment process for new students, ensuring a smooth and efficient experience for parents and students.
- Developed and implemented operational strategies to improve the overall efficiency and effectiveness of the student enrollment process, resulting in increased enrollment numbers and improved conversion rates.
- Assisted parents, students, and teachers in terms of their technical queries while taking sessions.
- Collaborated with the admissions team to optimize lead management and conversion, implementing effective lead nurturing techniques and tracking key performance indicators (KPIs) to measure success.
- Collaborated with team members to achieve target results.
Education
Master's - English
Kalinga University
India12.2023
B.A - English Honors
New Delhi, India12.2021
D.EL.ED -
New Delhi, India12.2018
Skills
- Management Skills
- Live chat operation
- Online research
- Microsoft Office
- Team management
- Microsoft PowerPoint
- Project Management
- Resource development
- Client meetings
- Communication Skills
Accomplishments
- Received a gold medal at the state level in the firing of the NCC Corp
- SHL - Apart from multiple appreciations, I received the certification for being the yearly Top DOG performer in the overall process
- I became a buddy trainer for new members and joiners
- Received kudos for achievements with the topmost surveys
- An active member of the EVENT organizer in the company
- ADVATIX APAC received the Recognition Certification with the title GCG Ninja for performing excellently in the entire client servicing process
- Received another email directly from the client site for extraordinary services
- Always recognized as a quality, top performer throughout the year
- Received multiple appreciations from top management internally for providing knowledgeable support to the rest of the team members
TOOLS Knowledge
- Salesforce
- AMCAT
- Talent Central
- Talent Central +
- Agent
- I-Assess
- Jira
- Microsoft Excel
- GEM
- I Series
- Great Plains
- Latitude
- Innotas
- OMS
- OPS Ticketing
- ZOHO
- TMS
Timeline
Client Coordinator: Client Servicing
Advatix APAC Logistics
09.2023 - Current
Technical Support Representative
SHL
10.2021 - 09.2023
Operational Executive
Concentrix
09.2020 - 09.2021
Master's - English
Kalinga University
B.A - English Honors
D.EL.ED -
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