Shivani Sharma
Certified Scrum Master
Uxbridge
Summary
WWW Online Digital CV Skills Facility management Complex resource management Financial risk analysis Logistical planning Excellent Knowledge of fundamental project management processes, methodologies and tools & techniques and ability to adapt them to organisation. Team-oriented professional promoting exemplary Work history presentation, project management and risk oversight skills. Certified Scrum Master with background communicating effectively with and leading high-performance teams. Considered expert in prioritizing tasks and optimizing workflows. I see myself as a mission-focused Scrum Master and a strong team player with a knack to always learn and consistently grow with the organisation. Experience working with Deadline-driven Projects, proficient in schedule, materials and budget management. Able to operate effectively in challenging, fast-paced environments and work well with team members and customers of all backgrounds.
Overview
15
15
years of professional experience
Work History
B2B Branch Assistant
RS Group
London
01.2012 - 01.2022
- Performed excellent customer service through transactions at the sales counter of our branch
- Helping identify our customers' needs and requirements by using 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 CI project management branch team at RS group initiating new ideas and working towards change management
- Oversaw and trained clerical support staff to accomplish challenging objectives.
Customer Service Executive
Tom Dixon
Camden
01.2007 - 01.2022
- 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 daily open order management
- This entails reserving stock against stock availability, managing inbound stock allocations against specific orders
- This included managing returns, exchanges and replacements, and going above and beyond to resolve issues as and when it arise
- Acting as Ambassador for brand as part of Customer Experience department, when speaking to Tom Dixon customers
- 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
01.2011 - 01.2021
- 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
- Assisting customer with placing orders, solving payments issues, Sorting out delivery issues, checking stock levels, issuing refunds proving 5 star service
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback
- Managed high-volume customer queries simultaneously through effective multitasking
- Investigated customer queries and responded within defined SLAs.
Education
Certified ScrumMaster - undefined
bcert: Scrum & Agile Project Management - undefined
Scrum Alliance
09
Masters of Business Administration - undefined
Ramanand Arya D.A.V. College, Maharashtra Board
Bachelor of commerce - Accounting and Finance
University of East London
09
A-Levels - undefined
Anna Saheb Vartak College (University of Mumbai
Timeline
B2B Branch Assistant
RS Group
01.2012 - 01.2022
Customer Service Advisor
Selfridges
01.2011 - 01.2021
Customer Service Executive
Tom Dixon
01.2007 - 01.2022
Certified ScrumMaster - undefined
bcert: Scrum & Agile Project Management - undefined
Scrum Alliance
Masters of Business Administration - undefined
Ramanand Arya D.A.V. College, Maharashtra Board
Bachelor of commerce - Accounting and Finance
University of East London
A-Levels - undefined
Anna Saheb Vartak College (University of Mumbai
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