Summary
Overview
Work History
Education
Skills
Languages Known
References
Work Tools
AVAILABILITY
Certification
Timeline
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Saniya Mehra

Amritsar

Summary

Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Technical Sales Executive

HCL Infosystems
07.2012 - 10.2012
  • Dealt with US, UK and Australian clients and increased customer satisfaction by providing efficient technical support and product recommendations.
  • Played an instrumental role in achieving company-wide sales targets by consistently delivering exceptional support to the sales team and clients alike.
  • Analyzed customer feedback to identify trends and recommend service improvements.
  • Delivered exceptional technical assistance through both phone and email channels while maintaining professionalism at all times.
  • Coordinated with cross-functional teams and vendors to resolve hardware and software issues beyond internal capabilities, ensuring timely resolution for customers.
  • Increased customer satisfaction ratings 97%.

Customer Care Executive

IBM-MAKEMYTRIP PROCESS
10.2010 - 11.2011
  • Managed approximately 80 incoming calls, emails and chats per day from customers.
  • Utilized CRM software to track customer interactions and maintain detailed records of issues.
  • Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints over call, email and chats.
  • Listened to customers' questions and concerns to provide answers or responses.
  • Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
  • Streamlined communication between departments, improving response times to customer inquiries.
  • Investigated and resolved accounting, service and delivery concerns.

Designer & Administrator

Karma Softweb
03.2007 - 09.2010
  • Designed and worked on paisacontrol.com, topdegree.com, degreepark.com using HTML, Adobe photoshop and Javascript.
  • Incorporating SEO and Google Adsense.
  • Streamlined communication between departments to improve collaboration.
  • Maintained accurate records and documentation for compliance purposes.
  • Facilitated onboarding of new employees, providing training support.
  • Evaluated administrative workflows, identifying areas for process improvement.
  • Improved employee productivity with effective time management strategies for daily tasks.

Education

BCA - Computer Applications

GNDU
Amritsar, India
04-2009

12th -

PSEB
Amritsar, India
03.2007

High School Diploma -

ICSE
Amritsar, India
03.2005

Skills

  • Customer Support & Complaint Handling
  • Voice and Non Voice FCR
  • Email & Chat Communication
  • Conflict Resolution & Empathy
  • Fast Learner
  • Tech Adaptability
  • Problem Solving
  • Computer proficiency
  • Follow-up skills
  • Attention to detail
  • Multitasking Abilities
  • Written communication
  • Reading comprehension
  • Escalation management

Languages Known

English, Hindi, Punjabi

References

Available on request.

Work Tools

  • Remote Work Tools (TeamViewer, Zoom, Slack, Notion)
  • AI Tools (ChatGPT, Bard, Grammarly). Explored AI tools like ChatGPT for content drafting, email writing, and improving productivity.
  • CRM & Ticketing Systems (Freshdesk, Zendesk – basic knowledge
    }
  • Hands-on On MS Excel, Powerpoint and Micr
    osoft365.

AVAILABILITY

  • Open to remote customer support roles (full-time or contract)
  • Comfortable working across time zones
  • Ready to upskill as needed for AI/customer success positions

Certification

Six Sigma IBM Yellow Belt Certification

Timeline

Technical Sales Executive

HCL Infosystems
07.2012 - 10.2012

Customer Care Executive

IBM-MAKEMYTRIP PROCESS
10.2010 - 11.2011

Designer & Administrator

Karma Softweb
03.2007 - 09.2010

BCA - Computer Applications

GNDU

12th -

PSEB

High School Diploma -

ICSE

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Saniya Mehra