Beena Sheth
Experienced Business Operations Professional
Waterloo,ON
Summary
Over 7 years, I've honed expertise in Business & Customer Operations across diverse roles, developing a multifaceted skill set encompassing customer service, meticulous attention to detail, strong analytical abilities, and effective communication. My primary passion lies in data analytics, and I'm unwavering in my commitment to continual learning. I aim to leverage my proficiency in this field to significantly enhance the role and drive organizational objectives efficiently, fueled by my dedication to self-improvement and refined professional skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Transcom Worldwide NA
Waterloo, ON
04.2023 - Current
Provide technical support to iOS and Mac users across the USA and North America
• Troubleshoot customer inquiries related to software and hardware issues.
• Troubleshoot, resolve, or escalate technical issues based on individual customers' needs.
• Provide superior customer service by listening attentively to their needs, reaching their
issues, and ultimately achieving a resolution.
Customer Service Representative - Payments
Majorel Inc.
Waterloo, ON
08.2022 - 02.2023
- Consulted with customers to resolve service and billing issues.
- Supported payment processing on purchase orders for the Retail Client Company.
- Working with CRM, various software applications & portals plus customer interactions to ensure the payments on purchases made by our customers are smoothly processed.
- Performance-based metrics as per set procedures with an aim to providing effective customer experience and delivering KPIs
Assistant Manager - Intl. Customer Operations
_VOIS (Vodafone Intelligent Solutions)
Ahmedabad, India
09.2017 - 01.2022
(Promoted :: 08/2019 :: Assistant Manager - Intl. Customer Operations)
- Responsible for providing training support to the International customer operations department in both India and Egypt.
- Fulfilled training-related requirements & interventions, along with involvement in projects on Business Operations deliverables.
- Monitored new employees, evaluated training programs and reported progress to supervisors.
- Educated operations team on best practices, company policies and service excellence standards.
- Coached employees to work together to carry out daily functions and meet service objectives.
(Joined :: 09/2017 :: Senior Executive - Intl. Customer Operations)
- Live chat customer support executive for Vodafone UK customers.
- Performed supervisory roles & responsibilities viz. SME (Subject Matter Expert), Language & Brand Tone Coach, and Acting Team Manager within the said duration.
- Completed tasks of auditing, regulating, monitoring & improving cluster KPIs to achieve Customer Experience Excellence
Assistant Manager - Customer Service
Kotak Mahindra Bank Ltd.
Ahmedabad, India
03.2016 - 09.2017
- Enforced company policies and procedures to strengthen operational standards across departments.
- Provided post sales assistance for Retail Assets Division: Personal Loans & Home Finance customers.
- Handled customer queries viz. Creating - Tracking - Follow up - Cross-functional communication - Closing Service Requests within respective SLAs.
- Completed all relevant inclusive tasks including MIS & data entry, admin & reporting, and delivering individual KPIs.
Education
Master Of Commerce - Accounting And Finance
M. J. Kundaliya Arts & Commerce College - SU
Rajkot, India03.2014
Bachelor of Commerce - Accounting And Finance
M. J. Kundaliya Arts & Commerce College - SU
Rajkot, India03.2011
Skills
- Report Generation & creation
- Creative Problem Solving
- Friendly and Patient
- Microsoft Office Suite
- DBMS (Oracle, ToolBox)
- CRM Software (SAP, Siebel)
- Payment Gateway - Ticketing System (Siebel, BOSS)
- Management Information Systems (MIS)
- Customer Interaction (De-escalation techniques)
- Customer Data Confidentiality Compliance (Process Implementation, Policy Enforcement, Safety, Data Security)
- Verbal and Written Communication
- Organization Operations & Administrative tasks
- Organizing Data & Information
- Training & Development (Productive deliverables, Soft skills, Process)
- Time Management
- Business Deliverables (Agile & Adaptive)
- KPI (NPS, CSAT, Resolution Rate, Handling time, SLA)
- Critical Thinking Audit (Process, Interactions,
Performance)
- Mentoring
- Performance Tuning
- Onboarding
- Business Processes
- Issue and Complaint Resolution
- Contact Centre
- Customer Operations (Domestic & International)
- Customer Experience
- Teamwork
- Goal Oriented
- Understanding Customer Needs
- Remote Desktop Services and Support
- Hardware Upgrades
- Technical Instruction
- Remote Technical Assistance
- Troubleshooting and Diagnosing
- Attention to Detail
- Efficient and Detail-Oriented
Languages
English
Professional
Certification
Google Project Management: Professional Certificate
- Ongoing
- Five of Eight Courses complete and available on LinkedIn Profile
Timeline
Technical Support Representative
Transcom Worldwide NA
04.2023 - Current
Customer Service Representative - Payments
Majorel Inc.
08.2022 - 02.2023
Assistant Manager - Intl. Customer Operations
_VOIS (Vodafone Intelligent Solutions)
09.2017 - 01.2022
Assistant Manager - Customer Service
Kotak Mahindra Bank Ltd.
03.2016 - 09.2017
Master Of Commerce - Accounting And Finance
M. J. Kundaliya Arts & Commerce College - SU
Bachelor of Commerce - Accounting And Finance
M. J. Kundaliya Arts & Commerce College - SU
Google Project Management: Professional Certificate
- Ongoing
- First of Six certificates, ‘Foundations of Project Management, completed in Feb ‘23
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