Shruti Nair
Nagpur,MH
Summary
Looking for a challenging role in software testing and project management where I can utilize my expertise in manual testing, functional testing, and administrative skills to drive organizational success.
Energetic and adaptable with excellent communication and problem-solving abilities. Possesses strong understanding of customer service principles and proficiency in handling queries and providing accurate information. Committed to creating positive experiences and ensuring customer satisfaction through efficient and attentive service.
Developed exceptional customer service and communication skills in high-volume, fast-paced environment. Demonstrated efficiency in handling queries, resolving issues, and maintaining client satisfaction. Seeking to leverage these transferable skills to transition into new field where customer interaction and problem-solving are key.
Overview
10
10
years of professional experience
Work History
Inbound Agent
Hexaware Technology Pvt Ltd
05.2023 - Current
- Handled inbound calls from prospective clients and converted prospects into customers
- Scheduled maintenance calls for customers with technical issues
- Trained new associates and developed training manuals for updated processes
- Troubleshooting in Malayalam language for outbound language barriers team
- Handled inbound calls from prospective clients, converting them into customers.
- Demonstrated product knowledge, skillfully guiding customers through available offerings to match their needs.
- Exceeded performance metrics consistently by actively listening to customers and providing tailored solutions.
- Collaborated with team members to share best practices and improve overall performance.
- Participated in ongoing training programs to stay current on industry trends and enhance skills as an Inbound Agent.
- Managed high call volume periods adeptly, employing effective multitasking abilities to ensure minimal disruption in service.
- Assisted callers with navigating company website and online services, improving overall user experience.
- Worked closely with team leads to develop strategies aimed at enhancing overall performance levels within the department.
- Resolved complex issues for customers, resulting in increased loyalty and repeat business.
- Contributed to a reduction in wait times by handling calls efficiently without compromising quality of service.
- Developed strong rapport with clients through active listening techniques that facilitated deeper understanding of their unique concerns.
- Utilized persuasive negotiation skills when needed, resulting in the successful retention of customers considering cancellation.
Sr. Executive
Versatech EPC
09.2019 - 04.2023
- Office administration: Managed day-to-day office operations and administrative tasks
- Billing and payments: Oversaw financial transactions, prepared invoices, and ensured timely payment collections
- Client service: Maintained strong relationships with clients, addressing inquiries and ensuring customer satisfaction
- Follow-ups: Regularly followed up on project progress, payments, and client feedback
- Management: Coordinated with teams for project planning, execution, and ensuring smooth operations
- Industry: Specialized in material handling systems and structural projects for power projects
- Developed high-performing teams by recruiting top talent and fostering an environment conducive to professional development and personal growth.
- Spearheaded corporate restructuring to streamline operations, significantly enhancing organizational efficiency.
- Streamlined customer service protocols, significantly improving response times and customer satisfaction ratings.
- Streamlined operational processes to improve efficiency and reduce costs.
- Cultivated high-performance culture that doubled company's profitability in under two years.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Developed detailed plans based on broad guidance and direction.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Negotiated favorable contract terms with vendors, leading to significant cost savings while maintaining product quality and timely delivery.
- Optimized supply chain operations, ensuring seamless product availability and customer satisfaction.
- Implemented company-wide agile methodology, accelerating project delivery times and enhancing adaptability.
- Improved operational workflows, resulting in noticeable cost reductions while maintaining high-quality standards.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Associate
Hexaware Technology
03.2016 - 07.2016
- Dispatched data to assign productive activities by distributing orders and relevant instructions according to route optimization sheets and loading schedules.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Analyzed customer data to identify trends and anticipate customer needs.
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
- Enhanced operational efficiency, implementing new software tools across departments.
Associate
Hexaware Technology
04.2015 - 07.2015
- Verified operational processes through audits, ensuring conformance to established standards
- Distributed orders and instructions based on route optimization and schedules
- Evaluated operations against predetermined instructions to measure conformance and effectiveness.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
- Analyzed customer data to identify trends and anticipate customer needs.
- Optimized departmental processes with the implementation of innovative strategies, resulting in improved efficiency and reduced costs.
Education
HSC -
Abhinandan Jr College
SSC - undefined
Shri Rajendra High School
BSC -
St Charan Singh University
07.2019
Skills
- Manual Testing and Quality Assurance
- Functional and Non-Functional Testing
- Integration Testing and SDLC Processes
- Agile Methodologies and Team Collaboration
- Voice Audits and Customer Interaction
- Office Administration and Billing Management
- Client Relationship Management
- Project Coordination and Follow-ups
- Goal oriented
- Complaint resolution
- CRM navigation
- Call handling
Languages
English
Hindi
Malayalam
Marathi
Hobbies and Interests
Gardening, Yoga, Reading, Photography, Listening to music, Learning languages
Timeline
Inbound Agent
Hexaware Technology Pvt Ltd
05.2023 - Current
Sr. Executive
Versatech EPC
09.2019 - 04.2023
Associate
Hexaware Technology
03.2016 - 07.2016
Associate
Hexaware Technology
04.2015 - 07.2015
SSC - undefined
Shri Rajendra High School
HSC -
Abhinandan Jr College
BSC -
St Charan Singh University
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