Shipra Tiwari
Mount Albert,New Zealand
Summary
I am a results-driven professional that is passionate about exceeding expectations and driving meaningful change. With a track record of generating excellent results in fast-paced workplaces, I enjoy challenges and am skilled at navigating difficulties through strategic vision and creativity. With a tireless drive for continuous development, I use my strong analytical skills, innovative problem-solving ability, and collaborative approach to achieve corporate goals and promote an excellent culture. I want to contribute my skills to a dynamic team where I can make a real difference and accelerate both personal and organizational progress.
Overview
2
2
years of professional experience
Work History
Team Quality
Carlsberg India Private Limited
10.2012
- Managed customer service operations, addressing customer inquiries and delivering effective solutions to resolve customer issues
- Proactively provided strategic recommendations and analytical insights to address and resolve customer challenges
- Developed and maintained a comprehensive issues and solutions log, regularly updating and disseminating it to team members for enhanced problem resolution and knowledge sharing
- Engaged directly with clients to collect and analyze feedback for continuous improvement
- Consistently generated and maintained comprehensive Management Information System (MIS) reports
- Collaborated with various departments across organizational hierarchies to align operational activities with dynamic business needs.
Customer Service Representative
Edwards and Hardy Roofing
10.2023 - Current
- Communicate effectively with clients via phone, email, and in-person meetings to provide updates, answer questions, and address concerns in a timely and professional manner
- Provide accurate quotes and estimates for roofing projects based on customer requirements, material costs, and labor hours
- Handle customer complaints and concerns promptly and effectively, working to resolve issues to the satisfaction of the customer and the company
- Maintain accurate records of customer interactions, transactions, and project details in the company's CRM system or database
- Build and maintain positive relationships with customers, fostering loyalty and repeat business through excellent service and communication
- Collaborated with different departments and teams to streamline communication
- Exceeded monthly sales targets through persuasive selling and excellent communication skills
- Managed the database of leads, ensuring timely follow-up calls and accurate record-keeping
- Identified potential upselling opportunities by thoroughly understanding client needs during phone conversations.
HR and Training & Development
IFFCO Tokio General Insurance Company Limited
04.2022 - 10.2023
- Assisted with recruitment and onboarding processes
- Maintained employee records and updated databases
- Addressed employee queries regarding HR-related issues
- Managed multiple schedules and coordinated meetings for various teams, ensuring all appointments were well-organized and timely
- Handled all incoming and outgoing communications, including phone calls, emails, and mail
- Coordinated the onboarding process for new hires, including orientation, training, and integration into the company culture
- Manage offboarding procedures, including exit interviews and ensuring compliance with termination policies
- Served as a point of contact for employee relations issues, including conflicts, grievances, and disciplinary actions
- Provide guidance and support to managers and employees to resolve issues in accordance with company policies and legal requirements
- Managed day-to-day HR administrative tasks, including employee records management, payroll processing, benefits enrollment, and HR documentation
- Regularly updated the status report for the employee induction module
- Conducted comprehensive classroom training sessions for intermediaries, delivering in-depth knowledge about the company's profile and product portfolio
- Organized training sessions tailored to specific business needs across various regions, ensuring strategic alignment with organizational objectives
- Facilitated employee engagement initiatives as part of training sessions.
Operations
IFFCO-Tokio General Insurance Company Limited
- 03.2022
- Consistently managed comprehensive PAN India Business Management Information System (MIS) reports for the Original Equipment Manufacturer (OEM) channel
- Handled policy endorsements, cancellations, and escalation management for Original Equipment Manufacturers (OEMs), ensuring all tasks were completed within the specified Turnaround Time (TAT)
- Facilitated interdepartmental coordination and ensure seamless workflow integration through consistent follow-ups and communication
- Conducted the creation, recommendation, and approval of intermediary NEFT requests following thorough verification and analysis of necessary supporting documents via Su-prabhat (Internal Portal of the company)
- Facilitated the creation and renewal of Corporate Agent (CA) and Insurance Marketing Firm (IMF) codes by processing requisite supporting documentation on the P400 system (internal portal of the company).
Education
Masters of Management (Level-9) -
ICL Graduate Business School
Auckland, New Zealand08.2024
Bachelors of Commerce -
University of Allahabad
05.2010
Skills
- Microsoft Office
- Training and Onboarding
- Communication Skills
- Cross Functional Teamwork
- Administrative Support
- Client Relationship Management
- Relationship Building
- Customer Service
- Business Requirement Understanding
- Schedule Management
- Leadership and Teamwork
- Problem-Solving and Critical Thinking
- Organizational Skills
- Quick Learner
Languages
English
Hindi
References
Available upon request
Timeline
Customer Service Representative
Edwards and Hardy Roofing
10.2023 - Current
HR and Training & Development
IFFCO Tokio General Insurance Company Limited
04.2022 - 10.2023
Team Quality
Carlsberg India Private Limited
10.2012
Operations
IFFCO-Tokio General Insurance Company Limited
- 03.2022
Masters of Management (Level-9) -
ICL Graduate Business School
Bachelors of Commerce -
University of Allahabad
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