Sangeeta Dhingra
Summary
Productive employee with proven track record of successful project management and producing quality outcomes through leadership and team motivation. Works with clients to determine requirements and provide excellent service. Detail-orientated Subject Matter Expert adept at making critical decisions, managing deadlines and conducting team reviews. With expertise in analysis and quantitative problem-solving skills, dedicated to company growth and improvements.
Overview
17
17
years of professional experience
Work History
TCSS Level 4 (IC) Enterprise Customer Support
Amazon Web Services
02.2022 - 08.2023
- Became Subject Matter Expert in two specializations, contributing in delivering site and network trainings, created content by collaborating with Global Leadership Development, and support queries such as Cost Optimization, AWS Billing, AWS Reserved Instances and AWS Saving Plans, AWS Organization, AWS Infrastructure Event Management via specialization platform and as a cohort member led the engagement team and related activities at site level.
- Trained and mentored new employees to maximize team performance and sending monthly financial reports to the Enterprise customer.
- Handled Site on-call effectively in order to ensure there is no negative impact on case volumes, handled the escalations requests raised by Technical Account Managers.
- Handled customer issues independently, including at times when SOPs are not defined or documentation does not exist in certain scenarios.
- Consistent collaboration with IMPACT program by submitted ideas via intake method which contributed in overall process improvement.
- Provided impactful 2x2 stories to be presented to AWS global leadership
- team on a weekly basis which help other builders to inspire to assist customer in a better way.
- Participated in departmental safety meetings and attended all awareness trainings that the company offered to employees.
- Handled assigned accounts request with proactive measures and timely response to prevent escalations from stakeholders.
- Successfully completed On-boarding with new customers and help them to join the AWS Enterprise Support.
- Supported customers experiencing technical difficulties by quickly identifying issues, qualifying customer expectations and conducting troubleshooting to achieve timely first-time resolution.
Customer Care Representative
Admiral Solutions (EUI Ltd)
06.2016 - 02.2022
- Conducted thorough and in-depth site assessments in order to offer correct insurance products for clients.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Quoted comprehensive insurance policies equipped to meet client needs.
- Presented and clearly explained insurance policy options based on clients needs and goals.
- Researched coverage and premium options.
- Analyzed financial and insurance risk, scrutinizing information to determine likelihood of reporting a claim.
- Negotiated terms for insurance contracts to secure best policies.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
- Managed high call volume with exceptional professionalism and efficiency.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
Sales Manager
Sun Shine Tube Tech Pvt. Ltd
05.2006 - 11.2011
- Managed relationship building between company and high-paying clients, completing regular visits and providing loyalty discounts.
- Created and directed sales team training and development courses.
- Saved costs by effectively negotiating vendor prices, terms of sales and service agreements.
- Exceeded specific team goals and resolved issues, partnering with upper management team to share and implement continuous improvements.
- Independently managed recruitment for sales team, managing matters including reviewing CVs, conducting interviews and hiring talent.
- Generated monthly and annual sales reports and created strategic sales plans, designed to increase sales, customer loyalty and market awareness.
- Streamlined sales processes for improved efficiency, resulting in higher conversion rates.
- Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
- Increased sales revenue by developing and implementing effective sales strategies.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Drove sales by developing multi-million dollar contract sales.
Education
Bachelor of Arts -
Delhi University
2001
Certificate of Higher Education -
Neo Convent Sr., Sec School
1998
Skills
- Advanced problem solving
- Client acquisition
- Time Management
- Decision-Making
- Interpersonal Communication
- Problem-solving abilities
- Analytical Skills
- Analytical Thinking
- Idea Development and Brainstorming
Accomplishments
- Won Best Individual Contributor AWS Award for CSAT for 2022
- Won Highest number of Onboarding for 3rd Quarter in 2022 and 1st quarter in 2023.
- Won Amazon Leadership Principle Award in Feb 2023.
- Won AWS IMPACT SIM Award in Second quarter 2023.
- Employee of the Quarter Award for Customer Appreciations.
- I won the opportunity to go to UK for top 10 presentation the very first year when I was on calls in 2018.
- Awarded as “Employee of the Month” five times and “Best Complaints and Fraud Advisor” during the tenure with Admiral Solutions.
- Core Target always met, within timelines set. Helped others also to work towards better time management to achieve their targets.
- Best Customer Care Builder of the month January 2019
- For scoring 5/5 in ICARE score, Availability of 90%, call per hour 8.9.
Languages
Punjabi
Upper Intermediate
B2
Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certifications:
- Certified Cloud Computing in Jan' 2023 from AWS
- Diploma of Leadership & Management from Excel College Australia, Brisbane Queensland in Dec' 2023
- AWS Digital Identity Program
- AWS Earning Customer Trust: Data Handling and Management
- Amazon Security Awareness Certificate
- AWS Delivering Results with Secure Tools & Resources
- AWS HIPAA Compliance 2021 Training
- AWS CS - Managing Abuse
- AWS Security - Defense Against Social Engineering 2021
- AWS Inclusive Interviewing Training e-Learning
Quote
Your most unhappy customers are your greatest source of learning.
Bill Gates
Timeline
TCSS Level 4 (IC) Enterprise Customer Support
Amazon Web Services
02.2022 - 08.2023
Customer Care Representative
Admiral Solutions (EUI Ltd)
06.2016 - 02.2022
Sales Manager
Sun Shine Tube Tech Pvt. Ltd
05.2006 - 11.2011
Bachelor of Arts -
Delhi University
Certificate of Higher Education -
Neo Convent Sr., Sec School
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