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 QualificationsKnowledge ofHTML, CSS, Bootstrap, WordPress, PHP, GithubBasic knowledge of Visual Studio, PhotoShop, Figma, Sketch, MicrosoftWord, Microsoft Excel, Trello, SlackDeveloped WordPress Plugins and ThemesExcellent communication skills, analytical thinking and problem solvingSkillsBasic knowledge and ability to discuss web copywriting, user interfaceUser experience, visual designRemarkable ability to interact with both technical and non technicalTeamsAbility to prioritise tasks based on urgency, outcome, value to SuffolkAvailable resourcesSound ability to learn technologies and assist in various applicationsAbility to motivate and energise the team to deliver great workKnowledge of website delivery best practicesClear understanding of web standards and usability methodsExcellent organisation and time management skillsAbility to productively engage and influence cross-functional teams
Customer service and engagement
Effective customer service
Customer service orientation
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 -