Jyoti Rana
Delhi
Summary
Knowledgeable Supervisor with over 08 years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.
Overview
14
14
years of professional experience
Work History
Supervisor of Operations
Spicejet Pvt. Ltd
Gurgaon
09.2015 - Current
- Maintained accurate records for tracking progress and performance of team members.
- Resolved customer complaints in a timely manner while maintaining high customer satisfaction ratings.
- Analyzed data to identify trends in customer needs, product demand or operational efficiency opportunities.
- Prepared reports summarizing key metrics, such as customer satisfaction scores, cost savings achieved.
- Collaborated with senior leadership on strategic initiatives related to operations.
- Created detailed plans for new projects or initiatives involving multiple stakeholders.
- Participated in industry-related events and conferences to stay abreast of the latest developments.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
Customer Care Representative
Sun Business Solutions
Delhi
06.2013 - 08.2015
- Resolved customer complaints promptly and professionally.
- Answered customer inquiries over the phone and via email.
- Provided accurate, valid, and complete information to customers.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Gathered customer feedback to suggest improvements for products and services.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Provided training support for new hires related to customer service processes and procedures.
Customer Service Representative
Efforts BPO Pvt. Ltd.
Delhi
11.2011 - 03.2012
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Surpassed sales goals through implementation of successful marketing strategies.
- Provided top quality control and eliminated downtime to maximize revenue.
- Strengthened customer retention by offering discount options.
- Mentored junior team members and managed employee relationships.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Education
Bachelor of Arts -
Delhi University
South Campus, Moti Bagh, New Delhi, Delhi 11002105.2015
Skills
- Employee Supervision
- Team Building
- Data Entry
- Meeting Coordination and Support
- CRM Software
- Staff Development and Training
- Phone and Email Etiquette
- Handling Complaints
- Staff Training
- Support Services
- Customer Service Management
Timeline
Supervisor of Operations
Spicejet Pvt. Ltd
09.2015 - Current
Customer Care Representative
Sun Business Solutions
06.2013 - 08.2015
Customer Service Representative
Efforts BPO Pvt. Ltd.
11.2011 - 03.2012
Bachelor of Arts -
Delhi University