Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Jyoti Shukla

Customer Service Analyst
Pune

Summary

Job Objective: To obtain a position as a Software Developer, with your company so that I can act on the skills and experience I have obtained in past positions.

Approachable Senior Customer Service Associate with 9 years of experience facilitating positive customer experiences in retail settings. Helpful problem-solver with flexibility in stressful situations. Accessible supervisor coaching employees through complex administrative processes.

Overview

11
11
years of professional experience
3
3
years of post-secondary education

Work History

Sr Customer Service Analyst

ADP INDIA PVT LTD
Pune
08.2021 - Current
  • Worked flexible hours across night, weekend and holiday shifts.
  • Provided professional services and support in a dynamic work environment.
  • Identified issues, analyzed information and provided solutions to problems.
  • Developed strong communication and organizational skills through working on group projects.
  • Providing leading Payroll and HR solutions for all size business.
  • Handling tax filing and implementation for the client as well as her employers
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to develop and implement creative solutions to complex problems.

Web developer

Freelancer
10.2019 - 08.2021
  • Developed web pages using HTML and CSS
  • Work on planning using wireframes and analyze designs before the commencement of the development
  • Coordinated with clients and developed various solutions to problems
  • Used tools like Clockify for time entry
  • Provide timely updates and communicate with clients and coordinate with colleagues on slack to ensure completion of tasks
  • Assisted web development members and ensured high quality in production
  • Scheduled project calendar and maintained regular records of project status and submitted it to management
  • Analyzed process and recommended necessary improvements to process
  • Write documentation of the project
  • Provided support to developers and performed necessary functions.
  • Multi-tasked across multiple functions and roles to meet deadlines and organizational expectations.
  • Developed technical solutions required to accommodate specific user-facing assets
  • Engaged with clients to plan and optimize site issues and queries.
  • Provided front-end website development using WordPress, Hubspot, and other editing software.
  • Coded websites using HTML, CSS, JavaScript, and jQuery languages.

Sr Customer Service Associate

Fareportal India Pvt Ltd
06.2017 - 10.2019
  • Exchange
  • Key Role: Handling Customer query and providing a first call resolution
  • Dealing with passengers stuck at the Airport and ensuring a smooth journey.
  • Handled customer inquiries and complaints with professionalism to restore satisfaction.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Assisted customers with product selection, troubleshooting and problem resolution.
  • Proactively addressed customer concerns in order to prevent escalations and complaints.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Greeted customers and listened closely to problems described to determine solutions.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Utilized active listening skills to understand customer needs and provide tailored solutions.
  • Developed and maintained strong relationships with customers to foster repeat business.

Custom Service Associate

Fareportal India Pvt Ltd
05.2017 - 10.2019
  • Paid attention to detail while completing assignments.
  • Identified issues, analyzed information and provided solutions to problems.
  • Skilled at working independently and collaboratively in a team environment.
  • Excellent communication skills, both verbal and written.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Managed time efficiently in order to complete all tasks within deadlines.

Sr Customer Relations Associate

Capita India Pvt Ltd
04.2012 - 06.2016
  • Role: Handling customer complaints and providing first call resolution
  • Dealing with dissatisfied in-store customers
  • Achievements: Got Promoted as a Process Trainer
  • Provided support to various sales operation teams and ensured efficiency in the information technology network
  • Coordinated with marketing and engineering teams and planned proper functioning of all solutions
  • Assisted manager to prepare employee performance reports
  • Helped manager to create a plan of action for achieving team’s performance
  • Developed training programs, provided support to its implementation process and updated it as required
  • Prepared documentation of performance and monthly reports
  • Participated in various project meetings and assisted the manager to schedule meetings as required
  • Monitored team in the absence of the manager and escalated issues if required
  • Hobbies:
  • Writing, Tattoo Artist
  • Painter.

Education

Bachelor of Business Administration - Banking And Finance

Pune University
Bharati Vidyapeeth Univeristy
06.2012 - 05.2015

High School Diploma -

Dalmia College
Mumbai University
04.2001 -

Skills

Highlights of Qualificationsundefined

Accomplishments

  • Github: https://github.com/jyoti-wp
  • WordPress profile: https://profiles.wordpress.org/jyotiwp/
  • WordPress Plugin: https://wordpress.org/plugins/block-patterns-collection/
  • Website Link : www.jyotishukla.com
  • YouTube Link : https://www.youtube.com/channel/UCIiu9TbimfthtwkVWc8Cz7Q
  • Twitter Link: https://twitter.com/jyoti_wp
  • Projects : 1
  • WordPress Plugin 2
  • WordPress Theme 3
  • WordPress Blogs

Timeline

Sr Customer Service Analyst

ADP INDIA PVT LTD
08.2021 - Current

Web developer

Freelancer
10.2019 - 08.2021

Sr Customer Service Associate

Fareportal India Pvt Ltd
06.2017 - 10.2019

Custom Service Associate

Fareportal India Pvt Ltd
05.2017 - 10.2019

Bachelor of Business Administration - Banking And Finance

Pune University
06.2012 - 05.2015

Sr Customer Relations Associate

Capita India Pvt Ltd
04.2012 - 06.2016

High School Diploma -

Dalmia College
04.2001 -

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Jyoti ShuklaCustomer Service Analyst