Salesforce
Nisha Sinha
Sr. Customer Service Executive
Noida
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Seasoned Sr. Customer Associate with 5+ years of experience dedicated to providing highest quality service and making customers feel welcome. Committed to exceeding sales expectations and furthering company goals. Timely and situationally aware employee dedicated to supporting productive work environments.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Deal Strategy Support
HCL Technology LTD -(Client Google )
Noida
10.2021 - 03.2023
- Primarily responsible for working on priority deals of Google by providing them pricing proposals for the Customer after securing the required approvals according to the deal size.
- Review pricing addendum / Contracts / Amendment/Renewals for Google’s Customer once the deal is final.
- Process all deductions from customers for rebate programs (i.e., rebate calculations, sales approval, posting) including following up with sales for approvals and/or follow up with customers .
- Responsible for Creating and Booking the deal as Order Management and fulfillment
Responsible for recreating the contracts, securing approval, incase Order management raise OBI (Order Booking issues) ∙ Responsible for providing the resolution on the consult raised by the team. - Coordinating with the training team and PGM as well for new product queries.
- Coordinating with the training team and PGM as well for new product queries.
- Working on Escalations for quick resolution.
- Maintaining trackers and sending weekly reports for the tickets and cases worked.
- Manage and review contract changes, new work proposals and other contractual documentation.
- Responsible to book deal/contract as Order Management and fulfillment.
- Knowledge of Google Clouds Platform ,PSO and Workspace agreement creation ,agreement review and Deal Booking.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Resolved problems, improved operations and provided exceptional service.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Used coordination and planning skills to achieve results according to schedule.
- Awards & Recognition: ∙ Star performance award in Q1 Q2 & Q3
Process Associate
IGT Solutions LTD
Gurgaon
03.2021 - 09.2021
- Creating offers & Promo Code for chain hotels according to the requirements.
- Coordinating with hotel manager via CHAT & EMAIL on daily basis as per requirements..
- Maintaining the list of hotel categories.
- Creating and maintaining production process reports.
- Develop strong relationships with the Front office team to ensure working in unity and always striving to achieve the same goals.
- Clear understanding of the hotels business strategies then set goals and to determine action plans to meet those goals.
- Represent Hotel in Various events and Exhibition.
- Implement all sales action plans related to my market areas as outlined in the marketing plan.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards.
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
HR Recruitment Executive
RS Impulse Pvt Ltd
New Delhi
03.2019 - 02.2020
- Built and strengthened successful relationships with external recruiters and agencies.
- Set and conveyed recruitment goals to downstream staff.
- Customized wording of job profiles, social media techniques and website subscriptions.
- Meeting with small scale companies HR for their candidate hiring requirements.
- Finding the right candidates as per company’s needs.
- Preparing candidates for their first round of interview.
- Informing about the job profile.
- Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
- Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Recruited top talent to maximize profitability.
Social Media Escalations Specialist
Yatra Online Pvt Ltd
Gurgaon
05.2017 - 02.2019
- Handle all customer queries and complaints raised on the social platforms like Facebook, Instagram, LinkedIn, Twitter and reviews on Play / Appstore etc.
- Connect with the customers through Call / E-Mail / Social platforms to provide the best possible resolution.
- Understand the customer grievances and provide appropriate resolution.
- Liaising with different verticals to get the end resolution for the customer.
- Solving/answering prospect and customer issues, complaints, questions/queries in close coordination with the other departments.
- Take a customer-focused approach to handle complaints and escalations.
- Strong follow-up required on all the assigned cases to provide resolution within the framed timelines.
- Ensure that all written communication is carried out as per the customer care procedures.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Resolved problems, improved operations and provided exceptional service.
Reservation Agent
Oravel Stays Pvt Ltd
Gurgaon
12.2015 - 01.2017
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Handled billing information over phone.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Maintained awareness of types of rooms available in different resort locations.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
Education
Bachelor of Science - Hotel Management
Punjab Technical University
AIHM 09.2009 - 09.2012
Skills
Strong Customer service skill
Additional Information
India
Married
DOB- 16th July 1990
Software
Vector
Quote Creation Via CPQ
Google Admin
Billing Explorer/GoBex
Simba
Interests
Travel
Community Involvement
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Deal Strategy Support
HCL Technology LTD -(Client Google )
10.2021 - 03.2023
Process Associate
IGT Solutions LTD
03.2021 - 09.2021
HR Recruitment Executive
RS Impulse Pvt Ltd
03.2019 - 02.2020
Social Media Escalations Specialist
Yatra Online Pvt Ltd
05.2017 - 02.2019
Reservation Agent
Oravel Stays Pvt Ltd
12.2015 - 01.2017
Bachelor of Science - Hotel Management
Punjab Technical University
09.2009 - 09.2012
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