Shikha Thapa
Gurugram
Summary
Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains, and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Team Lead - Customer Support
Filo Edtech Pvt. Ltd.
02.2022 - Current
- Motivate and inspire team members, fostering a sense of collaboration and accountability
- Adapt to changing situations and make strategic decisions to ensure the team's success
- Respond to customer inquiries via email in a timely and professional manner
- Resolve customer issues and complaints while ensuring customer satisfaction
- Identify and escalate priority issues to the appropriate team member and follow up with customers to ensure issues have been resolved and they are satisfied with the resolution
- Continuously develop knowledge of our products, services, and policies to provide accurate information to customers.
Associate - Customer Support
Sutherland Global Services
07.2021 - 01.2022
- Answer inbound calls to provide exceptional customer service to consumers
- Respond to inquiries about products and services, process payments, or perform general account maintenance
- Up-selling customers to new products or services may be encouraged.
Customer Service Associate
Appointy
08.2020 - 05.2021
- Provide customer support by identifying customer problems, requests and take appropriate measures as per guidelines
- Helping new customers get on board with proper product tours and keeping them updated with technical and product knowledge
- Responsible for developing strategic plans that help improve organization to reach its goals and targets and improve profitability.
Fashion Consultant
Da Milano Leathers Pvt. Ltd.
10.2018 - 01.2020
- Selling merchandise and increasing sales for the company
- Remaining up-to-date with current fashion trends and principles
- Helping in Visual Merchandising to keep the store up-to-date.
Sales Assistant
CEX
12.2016 - 08.2018
- Welcome and greet customers
- Manage point-of-sale processes
- Keep up to date with product information
- Accurately describe product features and benefits
- Generating and pursuing leads to grow your client base.
Education
Bachelor of Computer Applications -
Makhanlal Chaturvedi National University of Journalism and Communication
12.2016
Skills
- Performance monitoring
- Operations Management
- Customer Interaction and Satisfaction
- Client Relationship Building
- Inbound and Outbound Calling
Certification
Customer Service Specialist Certificate - By Pro5.ai (formerly Mangtas)
Timeline
Team Lead - Customer Support
Filo Edtech Pvt. Ltd.
02.2022 - Current
Associate - Customer Support
Sutherland Global Services
07.2021 - 01.2022
Customer Service Associate
Appointy
08.2020 - 05.2021
Fashion Consultant
Da Milano Leathers Pvt. Ltd.
10.2018 - 01.2020
Sales Assistant
CEX
12.2016 - 08.2018
Bachelor of Computer Applications -
Makhanlal Chaturvedi National University of Journalism and Communication
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