Shruti Bhalla
Pilibhit
Summary
Enthusiastic with good grasp of customer service and team requirements. Analytical with customer service background. Experienced in CRM and data management best practices. Friendly and motivated team player with professional demeanour and superior attention to detail. Collaborative team player seeking challenging and dynamic work environment.
Overview
5
5
years of professional experience
Work History
Global Marking Support Assistant- Team Leader
British Council Management Services
Noida
10.2023 - Current
- Allocation of speaking examiners to a test date, analysing the test date to accommodate more tests.
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Developed open and professional relationships with team members to facilitate effective issue resolution.
- Integrated process improvements to optimise overall workflow and efficiency.
- Offered constructive feedback to team members.
- Reporting the issues and attending monthly calls with stakeholders to find solutions for the ongoing issues.
- Responsible for training of the new team members and refresher sessions.
- Responsible for the quality checks.
- Handling roster, leaves, behaviour and performance of the team.
- Responsible for reporting and forecasting to manage the work efficiently.
Sr. Executive-Operations & Customer Service
British Council Management Services
Noida
12.2021 - 10.2023
- Working on CRM - Sales force (Extracting and maintaining all the reports).
- Responsible for assigning daily tasks and work to the team.
- Keeping the record of attendance tracker of the team.
- First point of contact for resolving executives’ queries.
- Conducting regular training and refresher sessions.
- Sending results of the candidates to their universities.
- Looking on the overall productivity of the team on daily basis.
- Responsible for assigning trainings to the team and looking on their training needs.
- Preparing weekly and monthly PPTs and dashboard for the process.
- To support the development and implementing strategy and develop an SRM (Supplier Relationship Management) framework.
- Creating plans that will result in improved quality as well as reduced costs.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Used Microsoft Word and other software tools to create documents and other communications.
- Exceeded goals through effective task prioritization and great work ethic.
- Collaborated with team members to achieve target results.
- Participated in team-building activities to enhance working relationships.
Customer Services/Senior Operations Executive
British Council Management Services
Noida
05.2020 - 12.2021
- Working on CRM - Sales force.
- Responsible for conducting the IELTS INDICATOR exam smoothly.
- Solving Customers queries, concerns, and technical issues of Online IELTS INDICATOR Exam.
- Working on Results and Sending Results of the candidates to their universities.
- Maintaining daily reports and keeping records of all the set of assessments we are working on for whole team.
- More focused towards maintaining the quality and the productivity of my work.
Clerical Marker
British Council Management Services
Noida
02.2019 - 05.2020
- Working on CRM - Sales force.
- Responsible for conducting the IELTS INDICATOR exam smoothly.
- Solving Customers' queries, concerns, and technical issues of Online IELTS INDICATOR Exam.
- Working on Results and Sending Results of the candidates to their universities.
- Maintaining daily reports and keeping records of all the set of assessments we are working on for whole team.
- More focused towards maintaining the quality and the productivity of my work.
- Managed planning of daily schedules and operational tasks for the employees completing.
Education
Post Graduate Diploma in Management Science - Human Resources Management
Narsee Monjee Institue of Management And Science
Mumbai03-2022
Bachelor of Commerce (Hons) - Commerce
Amity University
Lucknow07-2018
Skills
- Customer Service
- Analytical Skills
- Team Collaboration
- Multitasking
- Task Prioritization
- Workforce Mentoring
- Report Analysis
- Salesforce
- Leadership
- Task Delegation
- Team Development Strategies
Accomplishments
- A new and permanent process was implemented because of the successful completion of online project that I and my team of 11-15 people handled.
- Supervises a team of 12 staff members. Achieved good results through effectively helping my team members.
- Top 10 performers of British Council Management Services. Earned various rewards and recognitions being the top performer.
- Attended various sessions on self enhancement in British Council Management Services.
- Scholar student at Amity University.
Timeline
Global Marking Support Assistant- Team Leader
British Council Management Services
10.2023 - Current
Sr. Executive-Operations & Customer Service
British Council Management Services
12.2021 - 10.2023
Customer Services/Senior Operations Executive
British Council Management Services
05.2020 - 12.2021
Clerical Marker
British Council Management Services
02.2019 - 05.2020
Post Graduate Diploma in Management Science - Human Resources Management
Narsee Monjee Institue of Management And Science
Bachelor of Commerce (Hons) - Commerce
Amity University
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