Summary
Overview
Work history
Education
Skills
Additional Information
Languages
Timeline
Generic
Shivani Sharma

Shivani Sharma

Uxbridge,Middlesex

Summary

Certified ScrumMaster awarded by the Scrum Alliance, and I have a degree in Master of Business Administration from the University of East London, recognised for combining hard work and a passion to succeed in project management, operations, and the finance department. I am currently looking to utilise transferable expertise and skills gained from MBA studies and the Scrum Master Course. Possesses diverse experience in both research and analysis and leadership. recognised by others for exhibiting robust adaptability, critical thinking, and analytical skills. Developed a passion for data extraction and analysis, firmly believing in a growth mindset and striving for constant self-development. I am currently looking to apply excellent skills in order to achieve, excel, and evolve in an organisation that provides an exciting opportunity for professional contribution, gain experience, and transform the business I work with. Experienced working with various IT systems like ERPs, website back-end systems, and Microsoft Outlook and Excel. Experience using customer relationship tools such as Salesforce and Navision. An interest and passion for business operations, data analysis, and administration I have superb communication skills, am a fast learner, and have the desire to work closely with people and a mentality of making customers happy, no matter how much effort is needed. I am a highly trained professional knowledgeable in data science and considered a talented leader. Certified Scrum Master with definitive leadership qualities and strong critical thinking and decision making skills.

Overview

2
2
years of professional experience
2
2
years of post-secondary education

Work history

B2B Branch Assistant

RS Group
London
12.2022 - Current
  • Providing excellent customer service through transactions at the sales counter of our branch
  • Helping identify our customers' needs and requirements by using a proactive approach
  • Carrying out product search queries and identifying RS stock numbers using our catalogue
  • Investigating and resolving customer issues from general and technical questions whilst advising on delivery options and dispatches
  • Undertaking warehouse and stock management picking and packing
  • End to end Order management, purchase order processing and arranging deliveries
  • Key Account management B2B clients
  • Managing and organising consignments, scheduled orders and executing PED inspection
  • Health and safety, fire Alarm testing, opening and closing of the Branch
  • PI counts, assisting branch manager in daily banking, preparing sales reports and achieving monthly & Quarterly targets (KPI's)
  • Actively involved in the wider project management team at RS group initiating new ideas and working towards change management.
  • Oversaw and trained clerical support staff to accomplish challenging objectives.
  • Partnered with management to implement processes and complete special projects.
  • Drafted contracts and purchase orders for team.

Customer Service Executive

Tom Dixon
Kings Cross, Camden
07.2022 - 10.2022
  • Assisting with all customer enquiries
  • Pro-actively assist all forms of communication from customers, this could be anything from Telephone to Live Chat to Email and could be in relation to product enquiries, delivery information, complaints or advice
  • Order Management: Supporting B2C after-sales orders and sales return orders posting which is part of our daily open order management
  • This entails reserving stock against stock availability, managing inbound stock allocations against specific orders
  • Providing post sales communication
  • This included managing returns, exchanges and replacements, and going above and beyond to resolve issues as and when they arise
  • Acting as a Ambassador for the brand as part of the Customer Experience department, when speaking to Tom Dixon customers
  • Building and strengthening the customer experience on all the customer touchpoints, focusing on efficiency and consistency
  • Delivering exceptional product knowledge
  • I was the ‘go-to' Specialist for product information and being able to provide both technical information and general product advice.
  • Advised management of customer service trends, creating proactive strategies to maintain best practices.
  • Drove sales by verifying customers were constantly informed of latest products and services available.
  • Adhered strictly to policies and procedures for continued company compliance.

Customer Service Advisor

Selfridges
London
11.2021 - 01.2022
  • Provide exceptional levels of customer service via phone, email and live chat
  • Solve customer queries with the best possible solution first time around
  • Liaising with concessions in stores to answer customers' queries
  • Recording details accurately on in-house systems and Salesforce CRM
  • Responding to customers within given time frames
  • Apply Selfridges values to everything you do
  • Assisting customer with placing orders, solving payments issues, Sorting out delivery issues, checking stock levels, issuing refunds proving 5 star service it the customer isn't happy issue a goodwill at times depending on situation.
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Offered detailed advice on product and service benefits.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Employed active listening and product expertise to successfully resolve inbound queries.
  • Offered prompt solutions to maintain customer satisfaction.
  • Investigated customer queries and responded within defined SLAs.

Education

Certified ScrumMaster: https://bcert - Scrum & Agile Project Management

Scrum Alliance
London

Doctrate - Business Administration

University of West London
City of London
09.2023 -

Masters of Business Administration -

University of East London
London
09.2020 - 09.2022

Bachelor of commerce - Accounting and Finance

Anna Saheb Vartak College (University of Mumbai
2018

A-Levels -

Ramanand Arya D.A.V. College, Maharashtra Board
2016

Skills

  • Leadership
  • Customer Service
  • Problem solving
  • Teamwork
  • Analysis
  • Research
  • Risk management
  • Critical thinking
  • Strategic thinking skills
  • Data analysis
  • Logical thinking/approach
  • Evaluating
  • Analytical approach
  • Results focused
  • Working to deadlines
  • Complex problem solving
  • TECHNICAL SKILLS
  • Advanced Microsoft Office
  • Advance Excel, PowerPoint
  • Power Business Intelligence
  • SOL
  • Core Java
  • IBM Watson for Chatbots
  • Machine learning with R & Python
  • Deep learning with keras & TensorFlow
  • Linux Training
  • Simplifying data pipelines with Apache kafka
  • Statistics Essential for Data Science
  • Data Science in R programming
  • Tableau 10
  • AWS Cloud Computing 101
  • Data Science IBM Capstone Project
  • Statistical Hypothesis testing
  • Operational support
  • Strategic research
  • Strategic planning
  • Facility management
  • Department management
  • Complex resource management
  • Financial risk analysis
  • Logistical planning
  • Windows & Linux operating systems
  • Microsoft Teams
  • Office 365
  • IT security and networking
  • Cloud technologies
  • Production reporting

Additional Information

  • LinkedIn Profile : linkedin.com/in/shivani-sharma-mba-93a9451b7

Languages

English
Fluent

Timeline

Doctrate - Business Administration

University of West London
09.2023 -

B2B Branch Assistant

RS Group
12.2022 - Current

Customer Service Executive

Tom Dixon
07.2022 - 10.2022

Customer Service Advisor

Selfridges
11.2021 - 01.2022

Masters of Business Administration -

University of East London
09.2020 - 09.2022

Certified ScrumMaster: https://bcert - Scrum & Agile Project Management

Scrum Alliance

Bachelor of commerce - Accounting and Finance

Anna Saheb Vartak College (University of Mumbai

A-Levels -

Ramanand Arya D.A.V. College, Maharashtra Board
Shivani Sharma