Summary
Overview
Work History
Education
Skills
Timeline
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SONAL SRIVASTAVA

Summary

Professional with strong background in customer service and keen focus on delivering results. Adept at handling inquiries, resolving issues, and providing support with empathy and efficiency. Known for reliable collaboration and adaptability in dynamic team environments. Skilled in communication, problem-solving, and utilizing digital tools to enhance customer experience.



Overview

15
15
years of professional experience

Work History

Customer Service Associate

AMAZON
06.2024 - Current
  • Company Overview: www.amazon.com (US SHIFT)
  • Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
  • Processed orders and returns, ensuring timely fulfillment and customer satisfaction.
  • Collaborated with team members to enhance workflow efficiency and address operational challenges.
  • Maintained knowledge of product offerings to provide informed recommendations to customers.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
  • Assisted customers in navigating company's products and services, enhancing their overall experience.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.




Customer Service Associate

AMAZON
09.2023 - 02.2024
  • Company Overview: www.amazon.in
  • Assisted customers with account inquiries, order status updates product information, shipping questions and returns in a fast-paced environment.
  • Provided excellent customer service by following the company’s core values of Integrity, Service, Reliability and Excellence.
  • Maintained knowledge of all products sold on Amazon to ensure accurate responses to customer questions about product features and functionality.
  • Communicated effectively with internal teams regarding escalated issues or escalations from customers as well as other associates for assistance when needed.
  • Monitored customer feedback and escalated concerns to management for resolution.




Freelance Recruiter

THE SKILLIONS
11.2018 - 07.2024
  • Company Overview: www.theskillions.com
  • Scrutinizing the JD’s and defining the key skill required for the position
  • Create compelling and effective job postings to attract highly qualified candidates to apply for open positions.
  • Timely posting JD’s on various portal and social networking sites as per requirements and to execute identified sourcing strategies for open positions. Short listing candidate from various portal ,social networking sites , head hunting as well as referrals
  • Build and maintain a comprehensive pipeline of skilled candidates to fill positions within various specialty areas.
  • Conducting telephonic interview of shortlisted candidates
  • Preparing Trackers and Resumes of shortlisted candidates to be shared with clients, following up with candidates till their final joining.
  • Client Interaction and understanding the needs of clients.
  • Generating new clients and managing relationships with new as well as with existing clients for hiring by fulfillment of their hiring needs at different levels.




Assistant Branch Head

MUTHOOT FINANCE LTD.
05.2010 - 05.2016
  • To lead a team for consistent business development, customer acquisition and retention, achieving sales targets, customer relationship and coordination with internal and external agencies, branch management, branch audit and statutory compliance.
  • Responsible for HRMS, KYC, HNI Client Handling, resolving Customer Queries, Quality Assurance, and Compliance with illegal formalities.
  • Team Handling
  • Making a work plan through creating strong pipeline for team.
  • Maintaining Team spirit among members in case of disputes and target achievement through team performance.
  • Assigning jobs among team members & help them at times in understanding the problems.
  • Develop strong inter-personal relationships with external as well as internal customers.
  • Customers Interaction
  • Understanding the needs of customers.
  • Generating new customers and managing relationships with new as well as with existing customers by fulfillment of their financial needs at different levels.
  • Managing a team of executives and responsible for achieving team's target.




Education

MBA - Marketing & Finance

GHS-IMR

Bachelors - Commerce

Skills

  • Customer service
  • Team collaboration
  • Conflict resolution
  • Time management
  • Complaint handling
  • Adaptability to new technologies
  • Effective communication
  • Problem-solving and Multitasking
  • Empathy and active listening
  • Attention to detail

Timeline

Customer Service Associate

AMAZON
06.2024 - Current

Customer Service Associate

AMAZON
09.2023 - 02.2024

Freelance Recruiter

THE SKILLIONS
11.2018 - 07.2024

Assistant Branch Head

MUTHOOT FINANCE LTD.
05.2010 - 05.2016

Bachelors - Commerce

MBA - Marketing & Finance

GHS-IMR

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SONAL SRIVASTAVA