MARIA POE
SWAPNIL
Palghar,MH
Summary
Dynamic Administrative HR Assistant with a proven track record at The Lalit Golf & Spa Resort, enhancing HR processes and employee relations. Skilled in file management and interview scheduling, I excel in streamlining operations and fostering a positive workplace culture, ensuring confidentiality and efficiency in all tasks.
Overview
18
18
years of professional experience
2
2
Certifications
Work History
Administrative HR Assistant
The Lalit Golf & Spa Resort
03.2015 - Current
- Streamlined HR processes by implementing new administrative systems and tools, resulting in improved efficiency.
- Organized exit interviews for departing employees gathering valuable feedback for organizational improvement.
- Prepared offer letters following established protocols while maintaining accuracy and confidentiality.
- Participated in job fairs representing the company professionally while sourcing potential candidates.
Customer Support Specialist
3G GLOBAL SERVICES
02.2011 - 08.2015
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
Customer Service Representative
EPICENTRE
02.2010 - 09.2010
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Customer Service Representative
IBM DAKSH
01.2008 - 02.2010
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
MBA - Human Resources Development
GARWARE INSTITUTE OF CAREER EDUCATION AND DEVELOPMENT
Mumbai, India 04.2001 -
Bachelor of Arts - SOCIOLOGY AND PSYCHOLOGY
KALINA UNIVERSITY
MUMBAI 04.2001 -
High School Diploma -
FRANKFINN INSTITUTION OF AVIATION
Mumbai, India 04.2001 -
Associate of Arts -
KALINA UNIVERSITY
Mumbai, India 04.2001 -
Associate of Arts - ALL SUBJECT
MVLU COLLEGE
Mumbai, India 04.2001 -
Associate of Arts - ALL SUBJECT
COSMOPOLITAN COLLEGE
Mumbai, India 04.2001 -
High School Diploma -
ST CATHERINES HIGH SCHOOL
Mumbai, India 04.2001 -
Skills
HR policies
Certification
MKCL COURSE OF KLIC ADVANCED EXCEL ,PROFICIENCY WITH MICROSOFT OFFICE PROGRAMS INCLUDING AI ,CHAT GPT AND BI
Timeline
COLUMBUS TRAVELS ACADEMY
05-2022
MKCL COURSE OF KLIC ADVANCED EXCEL ,PROFICIENCY WITH MICROSOFT OFFICE PROGRAMS INCLUDING AI ,CHAT GPT AND BI
08-2021
Administrative HR Assistant
The Lalit Golf & Spa Resort
03.2015 - Current
Customer Support Specialist
3G GLOBAL SERVICES
02.2011 - 08.2015
Customer Service Representative
EPICENTRE
02.2010 - 09.2010
Customer Service Representative
IBM DAKSH
01.2008 - 02.2010
MBA - Human Resources Development
GARWARE INSTITUTE OF CAREER EDUCATION AND DEVELOPMENT
04.2001 -
Bachelor of Arts - SOCIOLOGY AND PSYCHOLOGY
KALINA UNIVERSITY
04.2001 -
High School Diploma -
FRANKFINN INSTITUTION OF AVIATION
04.2001 -
Associate of Arts -
KALINA UNIVERSITY
04.2001 -
Associate of Arts - ALL SUBJECT
MVLU COLLEGE
04.2001 -
Associate of Arts - ALL SUBJECT
COSMOPOLITAN COLLEGE
04.2001 -
High School Diploma -
ST CATHERINES HIGH SCHOOL
04.2001 -