Shikha Sharma
Manukau,AUK
Summary
Immigration Status: New Zealand Resident Career Statement: Experienced and reliable customer service-centric professional with extensive experience in assisting B2B and B2C businesses. Strong dedication to helping internal and external customers by escalating, resolving issues, and cultivating a positive image of the company. Highly motivated team player with effective time management and organizational skills.
Overview
8
8
years of professional experience
Work History
Business Administrator (customer service)
Apollogrip International Ltd
08.2022 - Current
- Assisting the Accounts Manager and Warehouse Manager with order processing and inventory management
- Processing of customer’s orders, and purchase orders using MYOB
- Planning, scheduling, and implementing promotional activities for new arrivals, weekly and monthly specials
- Initiating new policies and business ideas through research for enhancing the organization’s revenue
- Handling office general orders and maintaining their inventory as well
- Responsible for handling customer concerns related to products, invoices, and credit notes in person and over the phone and emails
- Responsible for handling call center set-up for the business by offering great customer service experience
- Issuing credit notes and maintaining compliance related paperwork
- Building good relations with customers and retailers with satisfactory customer service
- Fostered strong rapport with clients, vendors, and stakeholders through consistent follow-up and communication.
- Developed monthly reports.
- Reduced office expenses by finding smarter solutions for vendors, suppliers, and services.
- Reduced errors in accounting and financial reporting by modifying current processes.
- Monitored executive and site schedules to coordinate meetings and corporate events.
- Increased accuracy through improved processes for fiscal monitoring, payroll and operational expenses.
- Streamlined workflow.
- Contributed to economic success by participating in the budgeting process.
- Developed strategic plans and initiatives.
- Oversaw process improvement initiatives.
- Reconciled business and creative needs.
- Translated business priorities into implementable actions.
- Improved operation procedure between IT provider and end-users.
- Spearheaded marketing initiatives.
Manager
JS Dhillon Ltd, a Auckland Budget Movers
09.2018 - 05.2022
- Receiving inbound and outbound calls to book business and follow up
- Receiving and sending emails for booking business and follow-ups
- Maintaining customer database/CRM for bulk emailing and offers from time to time
- Responding to Facebook/website/trade me inquiries and converting them
- Taking regular follow-ups with customers after service is done and ensuring that they post reviews on time
- Handling customers' grievances and taking proper actions to resolve them and offering necessary refunds or compensations if required
- Handling walk-in customers and offering them required solutions to their moving needs
- Handling office general orders, banking, and accounts
- Maintaining and updating business listings on marketplaces like Trade me, Facebook marketplace and other online websites.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved safety procedures to create safe working conditions for workers.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Improved marketing to attract new customers and promote business.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Managed and motivated employees to be productive and engaged in work.
Customer Service Assistant
Blessings Overseas Ltd T/A www
08.2016 - 09.2018
- Beautybazaar.co.nz, Responsible for receiving and making calls as well as email communication
- Handling communication and dealing with vendors
- Responsible for marketing and promotions
- Providing customer services to walk-in customers as well as helping them make buying decisions
- Maintaining accounts and reconciliation of statements.
- Built strong relationships with customers and colleagues by providing friendly and personable service.
- Responded to customer calls and emails to answer questions about products and services.
- Utilized problem-solving skills to address customer queries and complaints.
- Answered customer questions about product availability and shipment times.
- Refunded money and adjusted bills to resolve customer service or billing complaints.
- Managed 50+ incoming calls each day with utmost professionalism and knowledgeable service.
- Managed [Number]+ incoming calls each day with utmost professionalism and knowledgeable service.
- Described products to customers and how best to care for merchandise.
- Organized and scheduled customer orders to appropriate departments.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Promptly responded to inquiries and requests from prospective customers.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Managed timely and effective replacement of damaged or missing products.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Admin and Sales Executive
Venus Motors
09.2015 - 03.2016
- It’s a busy car yard located in Papatoetoe that deals in buying and selling second-hand cars and warranties
- Duties:
- Maintain the car yard
- Looking after the inventory of other stock
- Responsible for the sale documentation, export documentation, registration, and Warrant of Fitness
- Sell extended mechanical warranty and insurance to the buyers
- Responsible for online sales on Facebook and Trade Me.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Implemented systems and procedures to increase sales.
Education
PGDBM - Business Management
Auckland Institute of Studies
Auckland, NZ07.2016
MBA - Marketing and Human Resource Management
Punjab University
Punjab07.2009
Bachelor of Commerce - Commerce
Punjab University
India07.2004
Skills
- Technical Skills
- Microsoft Office Suite, Access, Zero and MYOB
- Office Supplies and Inventory
- Business Correspondence
- Time Management
- Employee Timesheet Processing
- Business Administration
- Company Event Coordination
- Staff Meetings
- Training Documents
- Business Transactions
- Conflict Resolution
- Accounting Softwares
- B2B Sales and Service
- Supply Coordination
- Effective Communication
- Project Management
- Marketing Strategies
- Team Collaboration
- Marketing Initiatives
- Microsoft Office Suite
- Process Streamlining
- Driving Continuous Improvement
- Staff Supervision
- Operations Management
- Social Media Networking
- Negotiation
Timeline
Business Administrator (customer service)
Apollogrip International Ltd
08.2022 - Current
Manager
JS Dhillon Ltd, a Auckland Budget Movers
09.2018 - 05.2022
Customer Service Assistant
Blessings Overseas Ltd T/A www
08.2016 - 09.2018
Admin and Sales Executive
Venus Motors
09.2015 - 03.2016
PGDBM - Business Management
Auckland Institute of Studies
MBA - Marketing and Human Resource Management
Punjab University
Bachelor of Commerce - Commerce
Punjab University
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