Deepa Mishra
Guelph,ON
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
20
20
years of professional experience
Work History
Customer Service Manager
Walmart
01.2019 - Current
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Established team priorities, maintained schedules and monitored performance.
Technical Support Executive
FocusThread
04.2009 - 07.2012
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
- Collaborated with team members to develop new strategies for handling complex technical problems.
- Mentored junior technicians, fostering their growth and enhancing team performance.
- Offered assistance in implementing and developing training programs.
Technical Support Representative
FTec Computers
01.2006 - 12.2006
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
Technical Support Executive
AIM Computer Solutions
07.2004 - 01.2006
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
- Assisted in the creation of an internal knowledge base, enabling faster resolution times for common issues across the support team.
- Served as a subject matter expert on key technologies, providing guidance and expertise to colleagues when needed.
- Coordinated with vendors to resolve hardware and software issues beyond internal capabilities, ensuring timely resolution for customers.
Education
Bachelor of Science - Mathematics
Barkatullah University
Bhopal, MP, India07.2001
Skills
- Technical Support
- Training and Mentoring
- Work Prioritization
- Administrative Support
- MS Office Expert
- Customer Relations
- Customer-Focused
- Inter-Department Collaboration
- Team Leadership
Languages
English
Full Professional
Hindi
Native or Bilingual
Timeline
Customer Service Manager
Walmart
01.2019 - Current
Technical Support Executive
FocusThread
04.2009 - 07.2012
Technical Support Representative
FTec Computers
01.2006 - 12.2006
Technical Support Executive
AIM Computer Solutions
07.2004 - 01.2006
Bachelor of Science - Mathematics
Barkatullah University
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