Shambhavi Sinha
Bangalore
Summary
Customer relationship officer bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. A six sigma green belt certified professionals with skill of creating, identifying or improving processes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Selling Partner Services Mentor
Amazon web services
09.2017 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Serve as a voice of clients and the business to resolve high-level escalations and prevent future ones.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Do periodic audits on contacts handled by new hire to provide insight on knowledge gap and training deficits which facilitates sustainable performance.
- Have driven the FCP (follow correct Process) project for the team.
Process Associate
Infosys Bpo Ltd.
06.2015 - 04.2017
- Analyzed process flows and identified areas of improvement to increase productivity and reduce costs.
- Monitored and reported on process performance to verify compliance with established standards.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.
- Developed standard operating procedures and document workflows to drive current and future processes.
- Troubleshooting & Support to existing customer for various unresolved queries related to PSTN line and home broadband services provided by British Telecom.
- Account management and account related queries and handling service related escalations, generating service requests.
Education
Bachelor of Science - Biotechnology
Ms Ramaiah College of Arts Science And Commerce
Bangalore06.2014
Skills
- Customer and Vendor /Stake holder Relations
- Stakeholder and Investor Relations
- Audit and compliance
- Excellent Communication Skills
- Team Player
- Statistical Analysis
- Quality Control
- Excellent Time Management Skills
- Problem Solving
- Analytical and logical Reasoning
- Role Modeling
- Mentoring
Certification
Six Sigma Green Belt Certified
Timeline
Selling Partner Services Mentor
Amazon web services
09.2017 - Current
Process Associate
Infosys Bpo Ltd.
06.2015 - 04.2017
Bachelor of Science - Biotechnology
Ms Ramaiah College of Arts Science And Commerce
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