Salesforce
Shubham Shakya
Customer Service
Jodhpur
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Results-driven professional leads, motivates and collaborates with teams of mechanics. Experienced in troubleshooting and diagnosing repair issues. Committed to implementing best practices and standards to deliver customer satisfaction.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
6
6
Certifications
2
2
Languages
Work History
Service Coordinator
Numeric - A Group Brand Legrand
Jodhpur
10.2021 - Current
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
- Developed productive working relationships with churches, schools, government agencies, and charitable organizations.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Coordinated and monitored service activities to confirm work met all requirements.
- Prepared reports on service performance metrics and key indicators for management review.
- Managed and coordinated service teams to achieve successful completion of service projects.
- Communicated with clients and service providers to provide updates on work progress.
- Developed and implemented quality control and assurance procedures for service projects to deliver high standards of work on client projects.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Developed efficient processes and procedures to achieve prompt delivery and completion of service projects.
- Developed and maintained database of service providers and vendors for easy and quick access to list of qualified providers for different jobs.
- Assessed customer needs and developed solutions to meet needs.
- Established and maintained service schedules for several projects to help plan organize workload.
- Developed and implemented training programs for service personnel to improve individual capabilities and enhance team performance.
- Participated in meetings and discussions with internal and external stakeholders to discuss KPIs and strategies for successful completion of service projects.
- Organized ongoing maintenance schedules to boost system performance.
- Created and maintained daily and weekly reports for upper management.
- Reviewed and studied blueprints to double-check installation and implementation project requirements.
- Managed efficient teams of up to 11 employees.
- Evaluated final results to determine quality levels and isolate root causes of any identified faults.
- Scheduled and oversaw maintenance, repair and installation activities.
- Supervised team of installers and mechanics to complete work on time and to company standards.
- Optimized supply levels to keep stock within ideal parameters for expected needs.
- Monitored equipment, tools and system upgrades to compile data into detailed reports for upper management.
- Utilized proper tools and materials to adhere to safety guidelines.
- Kept watchful eye on equipment inventories, optimizing work readiness and aligning supplies with specifications for each job.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Monitored product quality and communicated necessary improvements to site superintendent.
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
- Monitored daily progress and work quality to provide guidance and direction to mechanics and installers.
- Contributed to development, implementation, and execution of maintenance programs.
- Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
- Monitored systems to assure increase in power flow and integrated new system components, fixtures and motors.
- Monitored safety compliance to maintain strict standards and protect team members from harm.
Customer Relationship Officer
Bharti Airtel
Jodhpur
10.2019 - 07.2021
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Worked with clients to address and respond to client and partnership management issues.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Made customers aware of current and new programs and services.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Assisted with conflict resolution during partnership negotiations and acquisitions.
- Managed customer relations on ongoing basis to maximize customer retention.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Educated customers about Postpaid & Prepaid options and processed purchases.
- Maintained statistical database of customers using Sieble Software for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
Customer Care Executive
Vodafone India
Jodhpur
08.2017 - 05.2018
- Communicated with customers to identify needs and expectations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided customers with updates and periodic statements on service developments and changes in trends.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Education
10th - GED
Stepping Stones Secondary School
Jodhpur 04.2011 - 06.2012
12th - Arts
Govt Mahatma Gandhi Senior Secondary School
Jodhpur 04.2015 - 06.2016
COE - Production And Manufacturing
Govt Industrial Training Institute
Jodhpur 08.2012 - 07.2013
COE (ADVANCE CAD/CAM) - Production And Manufacturing
Govt Industrial Training Institute
Jodhpur 08.2013 - 07.2014
Bachelor of Arts - Public Administration
Jai Narayan Vyas University
Jodhpur 2019 - 2022
Skills
Notetaking and documentation
Service monitoring and evaluation
Community liaison
Individualized service plans
Analytical and Critical Thinking
Teamwork and Collaboration
Written Communication
[Salesforce] Software Proficiency
Critical Thinking
Good Telephone Etiquette
Client advocacy
Proficiency in Office programs
Rapport and trust building
Decision-Making
Accomplishments
- Supervised team of 11 staff members.
- Lead team to achieve [100%PM] From last 7 Quarters.
- Achieved PM targets by average of [100]% in [2021-2023].
- Star of the Month - December - 2020.
- Star of the Month - March -2021.
- Promoted to Airtel Ambassador in 2020.
Software
Microsoft 365
Outlook
AutoCAD
Solidworks
Interests
Photography
Videography
Trekking
Gardening
Playing Cricket
Certification
Certified [Trainee], [CAD/CAM Experts] - [6 Months]
Timeline
Service Coordinator
Numeric - A Group Brand Legrand
10.2021 - Current
Certificate of Appreciation, Bharti Airtel, Jodhpur
06-2020
Customer Relationship Officer
Bharti Airtel
10.2019 - 07.2021
Certificate of Completion, Retail Training Programme, Bharti Airtel, Jaipur
10-2019
Bachelor of Arts - Public Administration
Jai Narayan Vyas University
2019 - 2022
Customer Care Executive
Vodafone India
08.2017 - 05.2018
Certificate of Completion, Retail Induction Programme, Vodafone India, Jaipur
08-2017
12th - Arts
Govt Mahatma Gandhi Senior Secondary School
04.2015 - 06.2016
Certified [Trainee], [CAD/CAM Experts] - [6 Months]
04-2014
Fundamentals of Computer, WSCUBE Tech, Jodhpur
01-2014
Basic Auto CAD, Scope Computers, Jodhpur
12-2013
COE (ADVANCE CAD/CAM) - Production And Manufacturing
Govt Industrial Training Institute
08.2013 - 07.2014
COE - Production And Manufacturing
Govt Industrial Training Institute
08.2012 - 07.2013
10th - GED
Stepping Stones Secondary School
04.2011 - 06.2012