BHAWNA CHATURVEDI
Customer Service (10+ Years Experience)
Auckland
Summary
Diligent Customer Service Representative with experience in managing phone, online and consultative communications with customers. Proactively identified opportunities and built strong relationships with current and prospective customers . Consistently exceeded customer support and service expectations by resolving issues quickly. New Zealand Resident.
Overview
5
5
years of post-secondary education
9
9
years of professional experience
Work History
Customer Service Executive
Warehouse Building Supplies
Auckland, New Zealand
11.2020 - Current
- Taking average of 50 calls per day to deliver excellent customer service.
- Serving more than 30 customers daily face-to-face for personalized customer service.
- Process Invoicing, EOD banking, Trade Me leads, Ping payments.
- Maintain records, computer files, databases and websites.
Customer Service Representative
CATLEX
Auckland, New Zealand
06.2020 - 11.2020
- Answering customers inquiries over phone and provide information on procedures or policies.
- Process merchandise returns and exchanges.
- Track price,tabulate bills and calculate total payments received during a time period, and reconcile this with total sales.
Manager Admission - Overseas
Lexicon Management Institute of Leadership and Excellence
03.2019 - 02.2020
- Responding to daily average of 80 inbound and outbound queries predominantly from students of various ethnicity /language/ region of India.
- Identify students’ needs, clarify information, research every issue and provide solutions and/or alternatives.
- Provide accurate information about university,programs and immigration for countries like US, UK, NZ, AUS etc.
- Ensured that all immigration procedures complied with existing guidelines
- Track and reports email, Chat Bot, Direct enquiries and Google analytics.
- Recovery of dues/outstanding installments via various methods such as tele calling, email, bulk SMS etc.
Senior Student Adviser
Institute of Business Management and Research
02.2014 - 12.2018
- Answer numerous students and Agents calls in a high-volume phone call environment.
- Responsible for communications with national and international institutions.
- Effectively communicate with student's to gain trust and confidence via telephone, face-to-face and written communication.
Identified a new market and sub-agents. - Acts as the first point of contact and adviser for all students and visitors at the Centre.
- Effective follow up with the prospects Sub Agents on a regular basis.
Consistently earned an “above average” or “excellent” on call quality evaluations. - Process orders, forms and applications.
Customer Call Center Representative
Accurate Group Of Institutions
06.2011 - 12.2013
- Tele-calling to sell educational products, maintenance of files.
- Research, required information using available resources.
- Presentation of Weekly/Monthly sales reports to management.
Education
Post Graduate Diploma in Management - Management
Galgotia University
India 06.2009 - 08.2011
Bachelor of Science - Science
Lucknow University
India 07.2006 - 03.2009
Skills
Customer Service Phone Representative
Phone Etiquette
Communication skills
Administrative skills
Computer IT Systems
Coordination with banks, financial institutions, internal & external stakeholders
Timeline
Customer Service Executive
Warehouse Building Supplies
11.2020 - Current
Customer Service Representative
CATLEX
06.2020 - 11.2020
Manager Admission - Overseas
Lexicon Management Institute of Leadership and Excellence
03.2019 - 02.2020
Senior Student Adviser
Institute of Business Management and Research
02.2014 - 12.2018
Customer Call Center Representative
Accurate Group Of Institutions
06.2011 - 12.2013
Post Graduate Diploma in Management - Management
Galgotia University
06.2009 - 08.2011
Bachelor of Science - Science
Lucknow University
07.2006 - 03.2009