CV, Customer Care Executive Seeking Work In UK

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Serial No: 42047

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Skills keywords: administration clerk, administrative assistant, customer services, data entry operator, sales and marketing

Short Bio:

I started my career as a customer care executive with sparsh bpo services and after six months I was promoted to senior executive and after 2 years I was promoted to team lead. Then I changed my profile job and joined as a marketing executive with DTDC courier and cargo. After that I was joined LML LIMITED. The LML LIMITED company is manufacturing geared scooters and exports across the globe. My work was to care of the customers and their greviences.

Current location:  Punjab, India - View on map

Nationality: Indian

Preferred Sector of Employment:  Admin and Clerical, Retail Wholesale and Purchasing

Spoken languages: english, Hindi, punjabi

Location I am interested in working: Anywhere

Professional Profile

More than 10 years’ experience in Different Sectors with Sales & Marketing, Customer Care, Business Development, Management Information Service (MIS) and Team Management.

An effective communicator with good skills in customer handling and ability to handle hyper Customers.

Expert in MS Excel and give any type of Reports as per HOD requirement.

Daily Retail Compilation and reporting to HOD.

Supervision of SSE (Sales cum Service Engineers).

Check weekly Dealer Stock Management for vehicles.

Check weekly Management of on line data punching for CIS/Job cards & rest in DMS (Dealer Management Service).

Ensuring the functioning of service reminder management system SSE supervision & reporting.

Good presentation skills to give training to sales persons for handling company’s websites and DMS (Dealer Management Service).

Ensuring Dealership audits and due communication with the dealers.

Career

About LML LIMITED:-
The Company was originally incorporated as “Lohia Machines Private Limited” in 1972 and its principal business activity was the manufacture of industrial machinery used in the man-made fibre industry. Later, it also took up the business activity of manufacturing, processing of synthetic yarn, and leather, all of which were later divested. In 1982 the Company entered into a technology agreement with Piaggio & CspA (“Piaggio”), the Italian scooter manufacturer, to produce and sell 100cc metal bodied geared scooters (“MBGS”). Thus, the Company became a scooter manufacturer. In 1987 the Company changed its name to LML Limited and by 1990 it had exited from all other businesses and became solely involved in the manufacture and sale of two wheeler geared scooters. LML Limited is the india’s largest exporter of geared scooters.

Key Responsibilities:

1. In Sales :-

 Supervision of SSE’s (Sales Cum Service Engineers).

 Daily Retail Compilation and reporting to HOD.

 Check Weekly Dealer Stock Management for Vehicles & Spares.

 Ensuring timely payment collection from dealerships.

 Network Expansion, Evaluation & Maintenance.

 Preparing MIS/Database of Sale Report & Targets.

 Preparing Reports as per HOD requirement.

 Retail enhancement initiatives and coordination.

 Ensure Dealer Reporting [Online & Offline].

2. In Service :-

 Management of routine functions at Dealership workshops like regular Service/Repairs.

 Ensuring the functioning of service reminder management system SSE Supervision & Reporting.

 Preparing MIS/Database of Service.

 Preparing Reports as per HOD requirement.

 Management of on line data punching for CIS/Job cards & rest in DMS (Dealer Management Service).

 Ensuring Dealership audits and due communication with the dealers.

 Give Training to dealers & their representatives about “How to use Company’s DMS and Dealer Proximity Website”.

3. In Customer Care :-

 Taking customer complaints, queries from all over India and give appropriate solutions to customers.

 Mailing these complaints to the Concern dealer & Area Service In charge.

 Visit to respective SSE’s territory to check the complaint status and resolution of the complaint.

 Follow up of customer complaints & sending pending customer complaints to area service in charge.

 Preparing MIS/Database of the Customer Complaints and their solutions.

 Preparing Reports as per HOD requirement.

4. Extra Work :-

 Conducting Surveys regarding Customer Feedback about the Vehicle & having any complaints about the company’s product.

 Conducting Interviews of Service Engineers.

 Coordinating with Ad agency for New Product photo shoots.

Jun’2008 – Sep’2009
Senior Marketing Executive
Lalit Express (Franchise of DTDC Couriers)
Location: Gurgaon

About DTDC Couriers:- DTDC is India’s Largest Express Delivery Network, comprising of over 5800 Channel Partners spread across the country and a strength of 22,000 professionals enabling deliveries of 11 million consignments per month across over 10,000 pin-codes in India. Started in 1990 and headquartered in Bangalore, today DTDC also has a significant global footprint and services 240 international locations including USA, UK, Canada, UAE, Hong Kong, Australia, China and all ASEAN countries, through its own operations, joint ventures and business associates. It offers products that address all Logistics-related needs of its clients, ranging from Express Documents to Heavy Cargo, from Domestic Premium Products to International Delivery, and from Supply Chain Solutions to Warehousing.

Key Responsibilities:

 Handling the (Sector 37 A & B, IMT Manesar, Sarasvati Enclave, Sector 10 A) Area for Marketing.

 Solve the Queries and Complaints from the Clients.

 Responsible for Achieving the Daily Targets.

 Motivates Marketing Executive for giving good business Targets.

 Create Monthly Bills of the Clients.

 Collect the Payments from the Clients.

Sep’2003 – Apr’2008
Team Leader (Domestic Inbound Process)
Sparsh BPO Services Limited
Location: Gurgaon

About Sparsh BPO Services Limited:- 1.75 million GSM Subscriber base Sparsh BPO Services Limited. Handling operations in all across north India (Haryana, Punjab, Himachal Pradesh, J & K, Rajasthan, UP I & II, UP West and Uttarakhand) BSNL GSM & Broadband. Company SPARSH BPO SERVICES LTD. Is a brand name of INTELENET GLOBEL SERVICES LIMITED has no.1 Domestic call centre in India.

Key Responsibilities:

Handling a team of 70 Agents and 7 Senior Agents.

Interaction with clients for updates and Timely & proper resolution of complaints (Both GSM & Broadband) keeping pendency at its minimum.

Take care of in-roamer complaints in co-ordination with customer care centres of other zones viz. Pune & Ahmedabad in west zone, Bangalore in South zone & Kolkata in East zone for resolution of in-roamer complaints.

Analyze various process related reports e.g. Daily login Report, Extension Time Band report, Agent Rank Report, Complaints Performance Report and Agent Performance Reports.

Preparing Roster, managing manpower, leaves and incentives of the Agents and Senior Agents.

Interaction with BSNL Process owners to set and achieve the targets for the BSNL and the Team.

Performance Measurement, Team Counselling and giving Motivation to improve performance and productivity.

Real time calls monitoring, performance internal audits of the calls for Customer Care Executives and providing them with feedback for better performance.

Maintaining the team Performance and finding the top players of the Team for rewards and recognition.

Professional Qualification

Senior Secondary School Passed
(1999 – 2000)
from Punjab School Education Board.

Higher Secondary School Passed
(1998) from
Kendriya Vidayalaya (CBSE Board).

Done one year Diploma in Software Technology from Brilliant Computer Education.

Done 1 month Backhoe Loader & Excavator operator training at Duggal JCB operator training School, Tanda (Distt. Hoshiarpur) Punjab.

Taken 2 days Refresher course of training on Road Safety in Driving of LMV/LTV/HMV at State Institute of Automotive & Driving Skills, Mahuana, Distt. – Shri Muktsar Sahib, Punjab.

IT Knowledge

Well versed with Computer application like MS-Office (Excel, Powerpoint & Word), MS Foxpro, MS C & C++, Tally version 4.5 & 5.4.