Summary
Overview
Work history
Education
Skills
Certification
Languages
Timeline
Generic

Shivani Singh

Oldbury

Summary

Detail-oriented professional with expertise in Microsoft Office, CRM, and Kerridge systems. Strong skills in deadline management, customer service, and account management. Proven track record in efficiently resolving customer complaints and excelling in data entry and service planning. Multilingual with exceptional typing skills, adept at multitasking and problem-solving to enhance team collaboration and achieve organizational goals.

Hard-working with strong organisational skills. Achieves company goals through exceptional planning and prioritisation.

Overview

9
9
years of professional experience
2001
2001
years of post-secondary education
1
1
Certification

Work history

Raising children

Oldbury
12.2021 - 08.2025
  • Raising 2 young children under the age of 5 years old.
  • Doing school pick up's and drop off's
  • Looking for work part time or full time in between

Customer Service Advisor

Mountain Warehouse
06.2021 - 11.2021
  • Dealing with customer complaints in a calm manner
  • Taking phone calls from customers and making outbound calls
  • Issuing refunds for customers
  • Checking and tracking customers deliveries and providing aptly updates
  • Checking company stock and making orders when necessary
  • Chatting to customers using the live chat and answering queries
  • Logged customer complaints accurately, expedited corrective actions effectively.
  • Resolved pressing customer issues, ensured repeat business.
  • Streamlined responses to emails, improved response time significantly.
  • Responded to difficult situations calmly, gained trust of aggrieved customers.

Maternity leave

06.2020 - 06.2021

Customer Service Executive

Leaseplan
05.2018 - 06.2020
  • Taking phone calls and responding to emails in a timely manner
  • Dealing with a number of accounts in the team
  • Looking after fleet teams
  • Writing up weekly reports to send to fleet teams
  • Dealing with complaints in a calm and efficient manner
  • Looking after account managers and drivers
  • Dealing with re-allocation list
  • Delivered exceptional service to increase customer loyalty.
  • Managed difficult situations for positive outcomes.
  • Utilised CRM software proficiently, streamlining the complaint handling process.
  • Handled high volume calls whilst maintaining professionalism and composure.
  • Assessed customer needs accurately, making relevant recommendations that fit their specific requirements.
  • Improved customer satisfaction by addressing and resolving complaints swiftly.
  • Responded to customer queries and provided excellent customer service.
  • Resolved complaints with proactive problem-solving and analysis.

Service Advisor

Ford Motor Company
10.2016 - 04.2018
  • Quoting service plans
  • Dealing with customer complaints
  • Ordering stationary supplies and keeping an up to date record of stock supplies
  • Ensuring marketing and promotions were up to date
  • Preparing job cards
  • Testing when required at front desk, providing a friendly and professional atmosphere for visitors
  • Managed challenging customer situations for resolution and customer retention.
  • Handled administrative tasks for effective service delivery.
  • Monitored stock of parts needed for repairs; eliminating any potential delays due to unavailability.
  • Delivered excellent customer service by understanding and meeting their requirements.
  • Prioritised workload effectively during busy periods, ensuring no disruption in the service provision process.
  • Conducted follow-ups post servicing; ensuring complete client satisfaction after repair or maintenance work.
  • Processed payments promptly and accurately, reducing errors in financial transactions.
  • Worked closely with other departments within dealership for seamless operations.
  • Consulted with mechanics for necessary repairs and provided cost estimates to customers.
  • Calculated costs, processed payments and provided receipts.
  • Registered customer information on database to maintain accurate records.
  • Recorded details regarding car issues to maintain proper documentation.
  • Responded to questions regarding service outcomes and resolved complaints.
  • Booked appointments and managed vehicle drop-off pick-up.
  • Notified customers about service changes or car pick-up schedules.
  • Examined service history and provided initial inspection of vehicle to identify issues.
  • Upsold products and services to customers to complement orders.
  • Informed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing car.
  • Suggested add-on services that would be helpful to customers and improve bottom line.
  • Oversaw workflow and schedule of dealership to entail smooth process.
  • Greeted and escorted customers to mechanics in charge.
  • Provided customers with price information and handled financial transactions.
  • Delivered exceptional customer service, addressing customer queries and handling customer complaints.
  • Processed customer payments and set up direct debits for long-term service contracts.

Education

GCSEs - High School

Bentley Wood High School
Stanmore

Skills

  • Microsoft packages
  • CRM systems
  • Deadline management
  • Customer service
  • Multitasking
  • Data entry
  • Knowledge of Kerridge systems
  • Multilingual
  • Typing skills
  • Customer complaint resolution
  • Account management
  • Service planning
  • Time management
  • Team collaboration
  • Problem solving

Certification

  • Customer service level 2, 05/26/24
  • British Values, 07/26/24
  • Equality and Diversity, 10/02/24

Languages

English
Fluent
Hindi
Fluent

Timeline

Raising children

12.2021 - 08.2025

Customer Service Advisor

Mountain Warehouse
06.2021 - 11.2021

Maternity leave

06.2020 - 06.2021

Customer Service Executive

Leaseplan
05.2018 - 06.2020

Service Advisor

Ford Motor Company
10.2016 - 04.2018

GCSEs - High School

Bentley Wood High School

Similar Profiles

Create profile
Shivani Singh