Summary
Overview
Work History
Education
Skills
Accomplishments
References
Personal Information
Timeline
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Shilpy Kakkar

Faridabad

Summary

To succeed in an environment of growth and excellence and earn a job which provides me job satisfaction, self development and help me achieve personal as well as organizational goals.

Almost 7 years of experience in Sales & Marketing, Operations’ Management, Client Relationship Management & Account Management. Advanced experience in executing all functions related to Escalation Handling, Process Enhancement and Issue Resolution. Skilled in supervising team to work in sync with the corporate set parameters & motivating them to achieve business and individual goals.

Overview

7
7
years of professional experience

Work History

Customer Relations Representative

Policybazaar.com
05.2017 - 09.2021
  • Worked in Car insurance LOB
  • Handled and mentoring new joiners in the team.
  • Analyzed competitor pricing strategies to stay competitive in the marketplace.
  • Achieved high sales percentage with consultative, value-focused customer service approach.
  • Developed policy briefs and conducted research to inform policy decisions.
  • Assisted customers in selecting the most suitable products to meet their needs.
  • Answered customer inquiries via telephone, email and social media platforms.
  • Conducted follow-up surveys with customers to ensure satisfaction with purchase experience.

Seller Support

Snapdeal.com
01.2015 - 05.2016
  • Managed a network of suppliers involved in online sales across different categories
  • Managed portfolio of 125 suppliers so that timely delivery of KRA’s are maintained for every order
  • Cross-functional experience of working with different departments like Finance, Accounts, Supply chain & Logistics
  • Solving Seller’s Disputes, addressing supply chain grievances, ensuring synchronization of inter-department processes.

Sr. Customer Care Executive

Arvato Bertelsmann
  • Worked for British Airways as a Sr
  • Customer Care Executive
  • Handled queries related to PNR status, flight booking and customer-support
  • Ensured quality work and monitoring work progress in the department
  • Proficient in managing team and leading successful projects for the organization.

HCL Technologies Pvt. Ltd.
  • Supervising team and guiding them to work for organizational goals
  • Provided client support and technical issue resolution via E-Mail, phone and other electronic medium
  • Solved client queries, acted as an escalation gate to resolve critical issues of the team members
  • Handled and mentoring new joiners in the team
  • Responsible for supervising and monitoring staff in the absence of the team leader.

Education

Bachelor of Arts - History

Vinayak Mission University
Sikkim
06-2017

Skills

  • Customer Service
  • Solution Selling
  • Sales Tracking
  • Sales Planning
  • Pipeline Management
  • Lead Generation
  • Problem-Solving Abilities

Accomplishments

  • Achieved 80% fulfillment of orders from just 55% initially
  • Exceeded expectation of delivery time by early delivery of products to customer for every order
  • Ensured 100% payment release to supplier within payment cycle for fulfilled orders
  • Awarded as Best Team Player
  • Awarded as Best Executive in Negotiation & Team Mentoring
  • Promoted as Team Coach to train new joiners
  • Awarded for Excellent team player & leadership skills

References

On Demand

Personal Information

Date of Birth: 06/23/87

Timeline

Customer Relations Representative

Policybazaar.com
05.2017 - 09.2021

Seller Support

Snapdeal.com
01.2015 - 05.2016

Sr. Customer Care Executive

Arvato Bertelsmann

HCL Technologies Pvt. Ltd.

Bachelor of Arts - History

Vinayak Mission University

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Shilpy Kakkar