Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Shikha Pandey

Shikha Pandey

Lead cs internet
Delhi

Summary

Results-driven professional with a strong background in achieving high-impact outcomes. Skilled in analytical, problem-solving, critical thinking, and effective communication. Known for fostering team collaboration and adapting to evolving needs. Adept at utilizing analytical skills and innovative solutions to drive success. Ready to make a significant impact in this position.

Overview

7
7
years of professional experience
1
1
Certification
2
2
Languages

Work History

Lead Cs Internet

Sutherland
10.2021 - 05.2024
  • Heandling the chinese email process team of Amazon, review their performance, target anf goal. analysis quality of performance.
  • Enhanced team performance by implementing efficient service delivery processes and procedures.
  • Streamlined operations by identifying areas for improvement in service delivery and implementing necessary changes.
  • Evaluated employee performance regularly, providing constructive feedback and support for professional growth.
  • Developed strong relationships with clients, ensuring their needs were met and maintaining open lines of communication.
  • Led a team of professionals to deliver high-quality services within strict deadlines and budget constraints.
  • Implemented training programs to enhance the skill set of the team members, improving overall service quality.
  • Provided exceptional customer support in addressing concerns and resolving issues promptly to maintain long-term client relationships.
  • Conducted regular meetings with the team to review progress, address challenges, and align goals for successful outcomes.
  • Coordinated cross-functional teams to ensure seamless integration of services and optimal customer satisfaction.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Generated reports detailing findings and recommendations.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.

Sr. Associate Mandarin Expert

Sutherland Global Services Private Limited
07.2020 - 09.2021
  • Improved case handling time by effectively prioritizing tasks and utilizing available resources.
  • Managed high volume of daily cases in mandarin, ensuring timely resolution for optimal seller experience.
  • Provided sellers with accurate information concerning platform policies for sales, database issues, and listing inaccuracies in mandarin languages as email support.
  • Advocated for sellers and provided feedback to enhance selling process for overall improvements.
  • Answered questions regarding seller inventory, shipping, payments and buyer complaints through emails and chat.
  • Enhanced customer satisfaction by efficiently addressing and resolving support issues.
  • Managed competing variables and objectives simultaneously, addressing concerns based on time sensitivity and importance.
  • Contributed to the continuous improvement of operational policies by sharing feedback from sellers with relevant stakeholders.
  • Initiated follow-up phone calls to sellers concerning resolved issues to enhance platform experience.
  • Conducted regular account reviews, identifying opportunities for growth and improvement.
  • Assisted sellers with platform requirements for renewals and upgrades.
  • Maintained expert knowledge of platform policies, guidelines and mandarin language, providing accurate information to sellers during interactions.
  • Listened to customer needs and desires to identify and recommend optimal products.

Intern

Concentrix
03.2020 - 05.2020
  • Handled amazon kindle customer support as chinese translator, blended process.
  • Fostered a welcoming environment for non-English speaking clients by providing accurate and empathetic language support, resulting in increased client retention.
  • Interpreted with highest degree of accuracy and completeness.
  • Contributed to a positive customer experience by assisting bilingual customers with inquiries in their native language.
  • Streamlined communication for international business negotiations, contributing to successful deals.

Financial Analyst with chinese translator

Conduent Business Services Pvt Ltd
08.2019 - 12.2019
  • Managed SITA Help Desk as Mandarin specialist.
  • Maintained detailed documentation of troubleshooting steps and resolutions for future reference.
  • Coordinated closely with vendors when necessary for hardware repairs or replacements.
  • Enhanced team collaboration by sharing knowledge and assisting colleagues with complex problems.
  • Assisted in the development of help desk procedures, enhancing overall team productivity.

MIS Analyst

Miniso Lifestyle
07.2017 - 06.2018
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Evaluated product information aligned with Indian market needs.

Education

Advance Diploma - Chinese Language

Delhi University
North Campus
04.2017

Integrated PG - Chinese Language

kunming university
Yunnan, China
08.2019

B.Com - B.Com

University of Delhi
Delhi
07.2017

Skills

Research and analysis

Certification

Advance Diploma in Chinese

Timeline

Lead Cs Internet

Sutherland
10.2021 - 05.2024

Sr. Associate Mandarin Expert

Sutherland Global Services Private Limited
07.2020 - 09.2021

Intern

Concentrix
03.2020 - 05.2020

Financial Analyst with chinese translator

Conduent Business Services Pvt Ltd
08.2019 - 12.2019

MIS Analyst

Miniso Lifestyle
07.2017 - 06.2018

Advance Diploma - Chinese Language

Delhi University

Integrated PG - Chinese Language

kunming university

B.Com - B.Com

University of Delhi

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Shikha PandeyLead cs internet