Zendesk
KAVISH SHARMA
Customer Service Professional
Dehradun,UT
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
1
1
Language
Work History
Sr. Operation Coordinator
Bamko India Pvt Ltd
DEHRADUN, Uttarakhand
11.2019 - 09.2022
- Handling US and Canadian sales representatives and coordinating with them in fulfilling projects
- Creating presentations for educating and reflecting maximized benefits for a client, enabling him to choose the best plan out of various options available
- Ensure procedures and operational changes are communicated globally
- Processing sales order sending to the client for E-Signature
- After approval, processing purchase order to the vendors
- Coordinating with vendors in fulfilling the orders
- Calculating margin on sales and purchase orders through margin calculators
- Taking care of end to end order management cycle for both custom and M2O store orders
- Sending invoices to accounting department for payment processing
- Always identifies all invoices which are short paid or unpaid as of the due date, distributing all invoices to the appropriate locations and departments in an accurate and timely manner and reviewing statements for past due invoices & credits
- End to end customer interaction, query handling & resolving, Educating and updating the customer on day to day basis for stores and E-commerce projects like Tacobell, Peleton, Actalent, Captain Morgan, Crown Royal, Instacart, Dassault, Dunkin Donuts stores ensuring total customer satisfaction
- Closing orders timely with shipping and updated pricing details
- Updating CRM with latest order status, next action date and notes
- Coordinating with Account receivable and Account Payable team and keeping a track of all payments and expenditures, including payroll, purchase orders, invoices, statements, etc
- Reconciling processed work by verifying entries and comparing system reports to balances, maintaining historical records
- Paying sales team by verifying expense reports and preparing pay checks
- Paying vendors by scheduling pay checks and ensuring payment is received for outstanding credit; generally responding to all vendor enquiries regarding finance
- Preparing analyses of accounts and producing monthly reports
- Continuing to improve the payment process
- Coordinating with art team for mockups and artwork related to project, Handled projects from Mercedes Benz, Tesla, Face book, Warner Brother’s
- Maintaining adequate backup and support for month end reports
- Support day to day functions/processes.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Onboarded new temps by entering employee information into systems.
Senior Executive
Association for Yoga and Meditation, AYM Yoga School
Rishikesh, Uttrakhand
08.2016 - 10.2019
- Handled day to day administrative operations for the yoga school
- Resolving queries, complaints and E-mail to provide timely responses to the international students
- Preparing travel itinerary for students, coordinating with drivers for smooth pick and drop of students
- Planning weekly menu with chef on rotation basis by taking feedback from students every week
- Celebrating students birthdays, creating farewell event before the ending of course curriculum
- Taking payment and money exchanges as per the ongoing market rate
- Giving options to pay using different mediums like PayPal, wire transfer
- Etc
- Making sure that C-Form is updated and all the forms are signed with attached documents from foreigners like passport, visa, submitting C-Form to FRRO office every week without delay
- Working on different ideas to improve the experience of students during their stay in the school
- Coordinating with suppliers and vendors in purchasing various equipments required for the school
- Coordinating with maintenance team in smooth running of equipment
- Maintaining all kinds of invoices and payments for vendors
- Arranging trips and tours during the stay of students, addressing health concerns and complications of student occur during their stay and making sure everyone gets right treatment.
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
- Enabled revenue generation by pursuing partnerships, sourcing funding and capitalizing on market opportunities.
- Resolved issues and recommended actions based on production and compliance reports.
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits.
- Identified issues with production, workforce and material sourcing and implemented successful solutions.
Senior Associate
RBS Business Services Pvt. Ltd
Gurugram, Haryana
07.2014 - 07.2016
- Worked on UK based Banking accounts for all RBS Group Banks like NatWest, RBS, Ulster, IOM bank., Taking care of Direct Debits and Standing order payments for customers
- In depth checking of Branch payments and online transfers and analysis of account balance including the pending debit card payments & disputes
- Taking care of Customer's complaints and resolving Frauds on account and debit cards on priority basis
- Resolving general issues pertaining to the online banking, Mobile App and escalating to the technical team after segregation
- Ordering the card, statements, card readers, pin and certificate of credit etc for customers
- Helping the onsite UK branch relationship managers in context to the customer's account
- Interaction with foreign delegates of RBS, planning itinerary for their visit
- Selling RBS products like Credit Cards, premium accounts on the go
- Assisting in Preparation of reports & related team work allocation.
- Worked varied hours to meet seasonal and business needs.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Served as keyholder, overseeing business opening and closing operations.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Defined work plans in alignment with stakeholder requirements.
- Achieved client satisfaction and loyalty by establishing collaborative relationships, facilitating needs assessment.
Customer Service Associate
VSP InfoTech Pvt Ltd
New Delhi
01.2011 - 06.2014
- Provide knowledgeable answers to customer phone and e-mail inquiries regarding products and brand
- Assist clients on order-on-line
- Deal with orders in the back office and liaise with logistics
- Follow-up on orders and liaise with customers, retail, repair services, buyers, etc
- Follow-up on all customer requests to ensure the brand provides the highest level of customer service in the industry
- Manage ongoing customer relationships utilizing our CRM tools
- Assist customers with after-sales service issues
- Be a primary contact for customer inquiries about our products and brand
- Able to communicate concisely our company policies to client
- Maintain and update regular client correspondence.
- Developed and actualized customer service initiatives to decrease wait times.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
BSc - Hospitality, Hotel Administration and Applied Nutrition
IHM Dehradun, The Oberoi Wildflowerhall, SGRR Public School
Higher Secondary - undefined
North Point Children’s Academy
undefined
Skills
Help Desk Operations
Report preparation
Complaint resolution
Order fulfillment
Administrative support
CRM
Staff education and training
Account management
Creative problem solving
Sales expertise
Accomplishments
- Documented and resolved coupon related issues which led to first call resolution for customers thus improving efficacy.
- Supervised team of 20-30 staff members.
- Collaborated with team of 5 members in the development of Space X Project.
- Supervised team of 15 staff members.
- Resolved product issue through consumer testing.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Software
Jira
Core
One Login
Timeline
Sr. Operation Coordinator
Bamko India Pvt Ltd
11.2019 - 09.2022
Senior Executive
Association for Yoga and Meditation, AYM Yoga School
08.2016 - 10.2019
Senior Associate
RBS Business Services Pvt. Ltd
07.2014 - 07.2016
Customer Service Associate
VSP InfoTech Pvt Ltd
01.2011 - 06.2014
BSc - Hospitality, Hotel Administration and Applied Nutrition
IHM Dehradun, The Oberoi Wildflowerhall, SGRR Public School
Higher Secondary - undefined
North Point Children’s Academy