Mahima Chanana
Auckland,NZ
Summary
Experienced Manager with a strong background in team leadership and organizational skills over 7 years. Successfully developed employees to independently manage daily tasks and enhance customer satisfaction. Committed trainer and mentor with a results-oriented management style.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Briscoe Group Limited
Auckland, NZ
11.2024 - Current
- Handle over 90 customer interactions daily across email, phone, by maintaining a 95% customer satisfaction score.
- Issued returns and refunds in compliance with NZ Consumer Guarantees Act, ensuring smooth resolution for customers.
- Processed and tracked customer orders using Adobe Commerce and OMS and SAP, resolving any order discrepancies or delivery delays.
- Managed customer accounts, processed new orders, and resolved complaints in a high-volume eCommerce environment.
- Provide product support and assist customers with sizing, availability, and stock inquiries.
- Recognized as a top performer for 3 consecutive months with a CSAT/KPI of 94%.
Customer Service
Esteem Car Traders
Auckland, NZ
07.2024 - 11.2024
- Handling customer enquiries via phone call, email and Facebook marketplace.
- Handling the deliveries of customer so that we meet the deadline given to the customer.
- Handling Customer finance enquiries and getting in touch with the finance company.
Team Leader Customer Support
Unicorn Infosolutions Pvt Ltd
India
09.2021 - 12.2022
- Delivering sales for leads generated online with growing KPI'S Quarter by Quarter.
- Answering and resolving customer queries and escalations.
- Conducted training for the staff with Apple.
- Helping People apply for finance and getting it approved.
Customer Support Representative
Daniel Wellington
India
05.2018 - 07.2021
- Coordinate with manager to resolve queries and help customers place orders online.
- Help with refund process and handle customer complaints.
- Ask customers for feedback.
Education
B.SC - Hotel Management
International Institute of Hotel Management
01.2017
Senior Secondary -
Manav Sthali School
01.2013
Skills
- Teamwork and Collaboration
- Excellent Communication Skills
- Attention to detail
- Complaint resolution
- CRM Tools
- Process Improvement
- Quality Assurance
- Team Coaching
- Mentoring
- Independent work
References
Mohi Syed, Contact Center Manager, Briscoe Group Limited
Personal Information
Date of Birth: 09/09/95
Activities
- Travelling
- Swimming
- Reading Books
- Creating Makeup Looks
Timeline
Customer Service Representative
Briscoe Group Limited
11.2024 - Current
Customer Service
Esteem Car Traders
07.2024 - 11.2024
Team Leader Customer Support
Unicorn Infosolutions Pvt Ltd
09.2021 - 12.2022
Customer Support Representative
Daniel Wellington
05.2018 - 07.2021
B.SC - Hotel Management
International Institute of Hotel Management
Senior Secondary -
Manav Sthali School
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