Shashwat Smith
Gurgaon
Summary
Dynamic Process Executive with extensive experience in managing high-volume inbound and outbound calls, delivering exceptional customer service, and driving sales growth. Proficient in CRM systems and call center technologies, with a strong track record in resolving complex issues, optimizing processes, and enhancing operational efficiency. Demonstrated ability to exceed sales targets through effective upselling and cross-selling strategies. Skilled in data analysis and process improvement, contributing to significant performance gains. Adept at collaborating with team members to foster a positive work environment and achieve organizational goals.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Process Executive
Cognizant
Gurgaon
01.2024 - 06.2024
- Managed inbound and outbound customer calls, addressing inquiries and resolving issues with a resolution rate of 95%.
- Executed process workflows and procedures efficiently, ensuring adherence to quality standards and improving operational performance.
- Analyzed customer feedback and process data to identify areas for improvement, contributing to a 20% increase in process efficiency.
- Trained and mentored new team members on process guidelines and best practices, enhancing overall team productivity and performance.
- Monitored call metrics and performance indicators to track progress, generating reports and recommendations for continuous improvement.
- Maintained up-to-date knowledge of company policies and product information to provide accurate and relevant information to customers.
Sales Associate
Concentrix
Gurgaon
11.2022 - 06.2023
- Delivered exceptional customer service by assisting clients with product selection, resolving issues, and processing transactions, leading to a 20% increase in customer satisfaction scores.
- Exceeded sales targets by 15% through effective product promotion, upselling, and cross-selling techniques.
- Collaborated with team members to implement promotional events, contributing to a 25% boost in monthly sales.
- Utilized point-of-sale (POS) systems efficiently to handle transactions, returns, and exchanges, ensuring accurate and timely processing.
- Provided product knowledge and recommendations to customers, enhancing their shopping experience and driving repeat business.
Education
Bachelor of Science - Hospitality Administration And Management
Uei Global Business School
Pune 12-2021
High School Diploma -
Vinayak Academy International School
Orai 03-2018
Skills
- Efficient Call Management: Handled high volumes of inbound and outbound calls, achieving a 95% resolution rate
- CRM and Call Center Software: Proficient in CRM systems (eg, Salesforce) and call center technologies (eg, ACD, IVR)
- Customer Issue Resolution: Resolved complex customer issues with a focus on empathy and effective communication, enhancing customer satisfaction
- Process Improvement: Implemented process optimizations leading to a 20% increase in efficiency and a 15% improvement in quality metrics
- Data Analysis: Analyzed performance data to identify trends and recommend actionable improvements
- Team Collaboration: Worked effectively with team members to achieve goals and contribute to a positive work environment
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Certification
- Increased monthly sales by 20% through effective upselling and professional email communication, achieving a 95% customer satisfaction score. Reduced call handling time by 15% and improved team productivity by 10% with streamlined processes. Developed a training program that cut new hire ramp-up time by 30%. Enhanced email writing skills, boosting response rates and customer engagement by 25%, while surpassing sales targets by 15% and improving process efficiency by 25%.
Affiliations
- Volunteer Work: Actively volunteered at local community centers, organizing fundraising events and providing mentorship to underprivileged youth.
- Professional Development: Regularly attended industry workshops and webinars to stay updated on the latest trends and best practices in customer service and sales.
Timeline
Process Executive
Cognizant
01.2024 - 06.2024
Sales Associate
Concentrix
11.2022 - 06.2023
Bachelor of Science - Hospitality Administration And Management
Uei Global Business School
High School Diploma -
Vinayak Academy International School
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