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incident coordinator resume example with 4+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Summary

Seeking a challenging and rewarding opportunity in Customer Service/Administration. I am seeking a position that will utilize my skills and expertise while offering the chance for advancement.


PROFILE

  • Offering 5 years of rich functional exposure in Customer Service , I.T. Service Management ,Process Management, Operations, Team Management, Incident & Problem Management and Relationship Management.
  • Resourceful representative, who consistently meets and exceeds productivity goals.
  • Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction.
  • Backed by strong academic credentials, qualified MBA (HR) from Symbiosis Centre of Distance Learning; accented with the latest trends and techniques of the field.
  • Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
  • Expertise in maintaining high standards of customer service, with quality & service norms to achieve customer satisfaction and business retention.
  • Self-motivated professional with a hands-on results oriented approach, who can rapidly identify problems, formulate tactical plans and operational procedures, initiate change and implement effective programs in challenging and diverse environments.
  • Excellent communication and relationship building skills.
  • Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
  • Thorough understanding of Project Management Life Cycle - Project Scoping, Requirement Analysis & Technical Specifications, Effort Estimates, Risk Management, Planning, Monitoring & Tracking, Reporting & Communication Management, Process Compliance & Management, Change Management and Resource Optimization.
  • Awarded as Employee of the Month November 2009 at CSC, Noida and received client appreciation for the work done at CSC, Noida & Dell International Services, Mohali.
Key Skills
  • High customer service standards
  • Employee relations specialist
  • Service solutions expert
  • Dedicated to process improvement
  • Dependability
  • Fast Learner with attention to details
  • Conflict resolution proficiency
  • Devoted to data integrity
  • Strong problem solving ability
  • Proficient with Microsoft Office Suite
  • Customer Relationship Management software (CRM)
Academic Background
Dev Samaj College of Education Chandigarh, UT Expected in XXX1 B. Ed : Mathematics & English - GPA :

Coursework in Education

Emphasis in Practical Psychology

Symbiosis Center of Distance Learning Pune, Maharashtra Expected in XXX1 MBA : Human Resources - GPA :

Coursework in Business Administration

Self directed study through course material sent by the college.

Prepared project on business module

Govt. Senior Secondary School Chandigarh, UT Expected in 2002 Non Medical : Science - GPA :
St. Stephen's School Chandigarh, UT Expected in 2000 10th Class : All Subjects - GPA :
Govt. College for Girls Chandigarh, UT Expected in Bachelor of Science : General Sciences - GPA :

Coursework in Mathematics, Chemistry and Physics

Core Accomplishments
  • Managed call flow with up to 2 calls (chats/emails) in queue per minute.
  • Exceeded corporate target for customer satisfaction for 3 months in a row.
  • Customer Assistance: Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
  • Customer Service: Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
  • Reviewed customer queries in details prior to sending responses.
  • Initiated call back to customers,ensuring their problem is resolved to the utmost satisfaction.

Professional Experience
Imperative Execution Inc. - Incident Coordinator
Stamford, CT, 2009 - 08/XXX0
  • Ensured complete up-dating of the Incident record prior to Problem Management handover Handled Real Time & continuous follow-up with global support teams for critical & high priority incident resolution; regular follow-up with global support teams for resolution of incidents.
  • Resolved conflicts between resolver groups and third party vendors to ascertain incident ownership and to confirm that the correct resolver teams are engaged.
  • Responsible for sending all Incident notifications as per agreed process and regular follow-up with support team for relevant notification updates per SLA and drive resolution.
  • Carried out daily & weekly audits/spots checks and sent report to the team.
  • Contributed in ongoing process & operational improvements.
  • Developed highly empathetic client relationships and earned reputation for exceeding goals.
  • Managed quality communication, customer support and product representation for the client.
Dell International Services - Senior Customer Resolution Expert
City, STATE, 05/2006 - 11/2008
  • Introduced new schemes while creating awareness about special offers, consistently offering maximum value add & benefits to the customers
  • Attended to queries related to all products by customers and obtained regular feedback from the customers for their queries.
  • Dealt with customers, provided IT support on their Server, PC and Network Design including Sale & purchase of computer accessories
  • Maintained database, replied to the Customers and closed the queries at the same Retained customers by providing best possible service in terms of immediate response to enquiries, quick execution of requests & by keeping the customers updated.
  • Prepared strong and reliable MIS reports for facilitating the decision making process and liaison with Management for innovative market penetration
  • Conceptualized & implemented strategies to enhance operational efficiency and ensured adherence to all the set parameters to enhance the efficiency of various aspects of the service delivery cycle.
  • Interacted with customers and freight companies to follow-up on shipping statuses and expedited orders.
  • Assisted customers with online shopping and product complaints.
  • Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service.
General Electric(GENPACT) - Process Associate
City, STATE, 05/2005 - 02/2006
  • Successfully worked with Customer Service department and handled all customer calls & resolved their queries
  • Handled office reports regarding team talk time, floor escalation data, refunds data and balance transfers; aware of full credit card functioning Managed all MIS requirements and functions, collating data and preparing daily as well as monthly reports as per statutory and management requirements.
  • Identified MIS requirements and designed new report formats accordingly Instrumental in working to the process of downloading raw data from Client Server and formatting the data according to Client's Specification Involved in preparation of minutes of meeting on the daily basis regarding the process update or any other discussion to the team leads
  • Took initiatives in the Process Improvements and providing presentation to the Manager regarding the Process Improvements
  • Addressed various queries, issues raised by clients, handled escalated queries, disputes and resolved them within the TAT.
Additional Information
  • Date of Birth: 5th February 1984
  • Projects Undertaken: Root Cause Analysis -To find out potential errors made by Customer Care Team, that led to Customer Dissatisfaction.
  • Maintaining and updating daily attendance for different teams
  • Teaching Aid in Mathematics (selected for Zonal Level University Competition XXX1)
  • Certifications: Interior Designing, 2002 * National Institute of Fashion Technology(NIFD (India))
  • Animation Course (Photoshop & Premier)
  • Extra-Curricular Activities : Actively participated in Cycle Rally on Woman's Day XXX1, organized by Yuvsatta (NGO)
  • Participated in group dance competition in CSC
  • Attended Peace Festival organized by NGO, Yuvsatta in XXX0 and Peace training workshops in February XXX1
  • Participated in Stress Management Program organized at Dev. Samaj College of Education, Chandigarh
  • Represented college in Folk Singing Competition conducted by Punjab University in December XXX0
  • Represented college at Zonal Teaching aid Competition in February XXX0
  • Ex-member of Chandigarh Choir Group and participated in various cultural musical programs such World Music Day,Rose Festival , organized by Chandigarh Administration
  • Volunteered as a teacher and taught students at Government Senior Secondary School, Chandigarh(India) under Sarva Shiksha Abhiyaan

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Resume Overview

School Attended

  • Dev Samaj College of Education
  • Symbiosis Center of Distance Learning
  • Govt. Senior Secondary School
  • St. Stephen's School
  • Govt. College for Girls

Job Titles Held:

  • Incident Coordinator
  • Senior Customer Resolution Expert
  • Process Associate

Degrees

  • B. Ed
  • MBA
  • Non Medical
  • 10th Class
  • Bachelor of Science

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