Sandra Pearl
Nuneton
Summary
A seasoned professional with extensive experience in customer service across logistics, supply chain management, and sales operations. Skilled in Microsoft Office, Salesforce, and POS systems, complemented by a Six Sigma Certification and a strong ability to solve problems and handle conflicts effectively. Adept at live chat support and maintaining excellent telephone etiquette to foster seamless communication and client satisfaction. Passionate about optimizing processes and enhancing operational efficiency to drive business success.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Process Expert
Maersk
Chennai , India
04.2022 - 10.2023
- Met daily targets whilst maintaining positive attitude under pressure.
- Addressed customer questions, alleviating concerns and doubts.
- Ensured high-quality service with consistent follow-ups.
- Provided product information, influencing purchase decisions.
- Promoted new products or services, generating interest among potential buyers.
- Cultivated strong relationships with customers to enhance loyalty.
- Provided feedback from customers to management for continuous improvement efforts.
- Maintained extensive knowledge of products by regular training.
- Handled multiple customers simultaneously without compromising quality of service.
- Participated in team meetings, contributing towards strategy improvement.
- Resolved conflicts for smoother communication channels.
- Utilized sales scripts to guide conversations and close deals effectively.
- Responded to telephone and email requests for information.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
- Established new customer accounts through dedicated cold calling and exceptional service.
- Developed sales strategies for higher conversion rates.
- Managed customer complaints, improving overall satisfaction.
- Built rapport with customers through friendly yet professional behaviour.
- Coordinated with other departments for seamless customer experience.
Quality Analyst
Foodhub
Chennai, India
11.2019 - 04.2022
- Provided constructive feedback to agents, leading to enhanced customer interactions.
- Improved call quality by monitoring and analyzing customer interaction.
- Regularly reviewed recorded calls for adherence to compliance rules and regulations.
- Conducted extensive training sessions to enhance communication skills in agents.
- Assisted managers with creation of training material that helped improve agent skill level.
- Reduced complaints rate by implementing proactive problem-solving strategies in call handling procedures.
- Identified trends from collected data with aim of improving overall service quality.
- Performed root cause analysis on recurring issues leading to significant reduction in repeat errors.
Senior Technical Support Associate
Tech Mahindra
Chennai , India
01.2018 - 01.2019
- Improved overall customer satisfaction by providing prompt and efficient technical support.
- Diagnosed, rectified, optimal system performance delivered.
- Enhanced user experience via thorough understanding of software functionality.
- Resolved complex technical issues by utilising advanced troubleshooting techniques.
- Delivered high-quality remote support for clients experiencing hardware problems.
- Managed multiple tasks simultaneously, improved productivity achieved.
Customer service representative
HCL Technologies
Chennai, India
06.2015 - 01.2018
- Managed high volume of inbound calls for quick resolution of customer issues.
- Mitigated conflicts by providing timely and effective solutions to disputes raised by customers.
- Participated in team meetings sharing best practices for improving service delivery.
- Provided top-notch support for increased customer satisfaction.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Employed active listening and product expertise to successfully resolve inbound queries.
Education
Bachelors of Commerce - Banking and Finance
University of Pune
Pune, India 04.2013 - 05.2016
GCSEs - Accounts, Commerce, Economics, English, Secretarial Practice
AVM
Pune, India 04.2008 - 05.2010
Skills
- Customer service in logistics
- Microsoft office suite proficiency
- Six Sigma Certification
- Supply chain management
- Conflict Resolution
- Problem-solving
- POS Systems
- Sales expertise
- Salesforce
- Live chat support
- Good telephone manner
- Time efficiency
- Customer relationship management
Timeline
Process Expert
Maersk
04.2022 - 10.2023
Quality Analyst
Foodhub
11.2019 - 04.2022
Senior Technical Support Associate
Tech Mahindra
01.2018 - 01.2019
Customer service representative
HCL Technologies
06.2015 - 01.2018
Bachelors of Commerce - Banking and Finance
University of Pune
04.2013 - 05.2016
GCSEs - Accounts, Commerce, Economics, English, Secretarial Practice
AVM
04.2008 - 05.2010
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