Loading....
SIGN UP!
Before you proceed to sign up,
Please select one of the following!
I want to Hire
--OR--
I want to Work as an
  1. »
  2. »
  3. sowmya.upadhyaya

sowmya.upadhyaya

Customer Service with 12 yrs of Experience

Delhi, India |
Minimum Rate: Rs.100 / hour

Select Project to Invite

Maximum of 100 invites for Featured Projects and 30 invites for not Featured Projects can be sent for one project and already invited contractor will be automatically skipped.

ABOUT
USER NAME:
sowmya.upadhyaya
Last Signed in: 18 Aug, 2015
GENDER:
Female
MEMBER SINCE:
March, 2014
EXPERIENCE:
12 Year

INTRODUCTION:

Grow in a progressive organization as a Relationship manager, where the blend of my 12 years experience can help in achieving the goals of the company. I would like to exploit my potential and sense of obligation for the benefit of the organization. Excellent analytical, people and communication skills constitute my forte.


OCCUPATION:
Customer Service Client Relationship Management

EMPLOYMENT:

GE CAPITAL INTERNATIONAL SERVICES

Team Leader/ Developer/Specialist
2001 - 2005

• Developing processes for US-Based clients like Wal-Mart, Exxon Mobil, Pep Boys, Best Buy, P.C. Richards, White Hall, etc. • Ensure all productivity goals including service level/utilization and customer satisfaction are met by the team. • Always deputized as the Manager in absence of the floor Manager. • Creating corporate accounts and analyzing pricing for the customer products. • Work on Business process improvements, Knowledge management and training modules. • Handle escalations from process associates and monitor work for any diversions from quality standards. • Conducting periodical team and individual performance reviews. • Extracting and analyzing reports of calls/queries answered by associates and prepare daily reports for activity analysis. • Initiating new projects and coordinating with the team. • Identifying training needs and requirement for the floor, keeping motivation levels high on the floor, using effective communication, delegating responsibilities and incentive plans. • Client communication – conducting conference calls with the client and Stream US. • Coordinating with other departments like Quality and Training to ensure smooth running of operations. • Creating action plans to improve performance level in the team and also monitor the development. ACHIEVEMENTS AT WORK • In March 2003, was selected for a Green Belt project to improve the systems and procedures currently in use. This was specifically to track the number of escalations and to arrive at improvements in the number and quality of the same. • Completed many process related clean up projects and have won few lean awards. • Won the ‘overall performance’ award from GE Infrastructure. TRAINING • Trained on US accent and culture, phraseology, tone & technique, presentation skills by internal trainers. • Trained in CSQ (Coaching Service Quality) to help in handling coaching interactions effectively with enough room for developing new ideas to provide feedback. • Trained on career development that provides tools and resources, assess career direction and create individual career development plans. • Trained on developing self-excellence (DSE) that helps in identifying areas for development in self and team members and chalking out plans for excellence. • Trained on concepts of LEAN and DMAIC and Six Sigma.

CHARTER MERCANTILE AGENCY

Collections Specialist and Process Trainer
2005 - 2005

• Assigning accounts to the team on a daily basis get the spin reports, strategy management. • Design the action plan for each collector on a monthly basis. • Update the training manuals and conduct on job training. • Review each collector’s collection and give feed back on the call quality. • Handle escalations from collectors. • Check for compliance and call quality. • Also handled a team of 15 collectors. ACHIEVEMENTS AT WORK • Special award from the Amex for the high collection made by an individual. • Initiated few lean projects and completed successfully.

CHARTER MERCANTILE AGENCY

Collections Specialist and Process Trainer
2005 - 2005

• Assigning accounts to the team on a daily basis get the spin reports, strategy management. • Design the action plan for each collector on a monthly basis. • Update the training manuals and conduct on job training. • Review each collector’s collection and give feed back on the call quality. • Handle escalations from collectors. • Check for compliance and call quality. • Also handled a team of 15 collectors. ACHIEVEMENTS AT WORK • Special award from the Amex for the high collection made by an individual. • Initiated few lean projects and completed successfully. TRAINING • Deputed for training in Australia by AMEX. • Training in various skips tracing, search tools & ‘COSMOS’ collection software.

AIMA COLLEGE

Head Of The Dept
2006 - 2006

• IELTS and Call- Center training head. • Have conducted Seminar and Counselling session for students and nurses. • Prepare training modules & marketing for the college. • Initiated Recruitment and Placement development, achieved 93% in the first month. • Embassy and other soft skill sessions taken. • Conduct British, Australian and American culture training.

ZERONE CONSULTING PVT LTD

Customer Relationship Manager
2006 - 2013

• To develop new clients & manage existing clients. Be responsible for delivery of the appropriate service, billing, collections & revenue growth from clients. • Negotiating and finalizing the terms and conditions of the deal. • Detailing the NDA and the Agreement for the Projects and ensuring their execution. • Acting as point of contact and coordinator of information between the CEO & functional heads. • Assist the CEO in the day-to-day working of the company and tracking the key business control points. • Drive business improvement by examining pricing models. • Communication with business executives, using discretion and ensuring strict confidentiality in handling requests directly, or referring to the Executives. • Improvement of CRM. TRAINING • Deputed to Hongkong for ICT Expo-Hong Kong to promote business.

Plusbrands LLC

Multi Channel Support
2014 - 2014

• Respond to Amazon customer queries. • Handling eBay customer queries. • Managing company’s mailbox and responding to customer queries. • Manage listings on Amazon & Overstock. • Respond to Newegg & Sears customer queries. • Handle price differentiation on Amazon and re-pricing. • Order & Tracking management for Rakuten US, Newegg, eBay, Sears, LazadaMY LazadaTH & LazadaSG • Handling Live Chat.

EDUCATION:

Mumbai University

B.A Arts ( Economics)
1998 - 2001

Madras University

P.G in Management (Marketing & P.R)
2013 - 2014
View Employment and Education Details Hide
PORTFOLIO
WORK HISTORY
No Work History!
SKILLS
LinkedIn
6
Customer Service
8
English
8
Email
9
Customer Service & Support
9
Sales Letters
7
Time Management
9
Microsoft Word
8
SugarCRM
8
Windows 8
8
Facebook
9
Project Management
7
Microsoft Outlook
8
Admin Assistant
8
Sales
9

OVERVIEW

EARNING:
Total  Rs. 0
Per Client   Rs. 0.00
CLIENTS:
Total 0

RECENT FEEDBACKS

No Feedbacks yet!