UPSC
Special Class Railway Apprentices Examination
LAST DATE:04-11-2013
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Central Electronics Limited
Recruitment of Graduate Engineers on Contractual Basis
ELECTRONICS/MECHANICAL/MATERIAL SCIENCE/PHYSICS/HEMISTRY
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Arvind Sharma
12,NSB Road
Lok Vihar,New Delhi
011-46565767
Email: ar_sharma34@gmail.com
CAREER OBJECTIVE
To apply for a managerial position in customer service department to utilize my knowledge and skills in the field
PROFILE
§ More than 4 years of experience and expertise in customer service
§ Outgoing and result oriented
WORK EXPERIENCE
Customer Service Specialist 2009 – present
Skype Airlines Corporation
New Delhi
§ Handles customer concerns, disputes, and other major issues
§ Oversees day– to-day customer relations functions
§ Devises strategies in improving customer care functions
§ Facilitates learning and development among the junior customer representatives
§ Handles training for the assistant customer service representatives
Achievements
§ Customers’ Choice Awardee, 2008
§ Employee of the Year Awardee, 2007 and 2008
Assistant Customer Service Representative 2006– 2008
Blue Sky Airlines, New Delhi
§ Handles minor customer concerns and issues
§ Handles customer inquiry in ticketing, seats available, and flight schedules
§ Answers customer problems through telephone
§ Best New Hire Awardee, 2004
SKILLS
§ Skillful in dealing with different types of people and handling pressure
§ Has excellent problem solving skills
§ Has superb public relations ability and communication skills
§ Knowledgeable in computer applications and MS Office
§ Fluent in English in written and oral communications
EDUCATIONAL BACKGROUND
Masters in Business Administration (Delhi University)
B.A (Delhi University)
PERSONAL INFORMATION
Birth Date : December 22, 1984
Marital Status: Single
Nationality: Indian
REFERENCES
Available upon request
Customer Service skills
Skills training could include the following:
An understanding of why customer service is important
Communicating effectively with customers
- Using the telephone
- In writing
- Online
Effective listening
Dealing with angry customers
Handling complaints
Identify ways to continuously improve customer service
Caring for customers; empathizing and helping
Understanding of the company systems and process
Working with team members
Problem solving
Questioning techniques
Product knowledge
Presentation skills
Handling stress
Assertiveness techniques
Self-motivation
Soft Skills
Patience
Openness
Kindness
Helpfulness
Relationships building
Pleasant voice
Customer Services Manager Job Description
Helping to develop or update customer service policies and procedures
Managing or leading a team of customer services staff
Handling enquiries from customers
Handling complaints from customers
Advising customers on the organisation’s products
Investigating and solving customer problems escalated from other customer service staff
Liaising with customers regarding an unexpected event, such as a security issue, a recall, or a customer being taken ill
Authorising refunds or other compensation to customers
Ensuring accurate records are kept of communications with customers
Analysing key metrics to determine how well customers are being served
Meeting with management to report on customer service and discuss improvements
Preparing or writing information for customers
Developing or improving feedback or complaints procedures
Helping to recruit, train and appraise new staff
Keeping up to date with the company’s products
Keeping up to date with developments in customer service best practice e.g. by reading journals, attending