Eudora Pereira
Broken Arrow,OK
Summary
Experienced administrative professional prepared for this role with strong background in office management, scheduling, and communication. Skilled in handling multiple tasks efficiently, ensuring smooth operations, and supporting executive teams. Team collaboration and adaptability to changing needs drive consistent achievement of organizational goals. Known for reliability and fostering positive work environment.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Administrative Assistant & Child Care
Rhema Child Development Center
Broken Arrow, OK
08.2021 - Current
- Managed scheduling and coordination of daily activities for staff and children.
- Streamlined communication between parents and staff to enhance engagement.
- Processed daily cash, credit, and debit transactions accurately.
- Generated and printed tax invoices, receipts, and customer statements, ensuring compliance with company financial procedures.
- Maintained filing systems to improve record-keeping efficiency and accessibility.
- Assisted in the preparation of educational materials for classroom activities, bulletin boards.
- Oversaw inventory management of office supplies, ensuring adequate stock levels at all times.
- Ensured accurate record-keeping with diligent data entry and database management for our daycare families.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted in onboarding new employees, providing time sheets, mail boxes to ensure a smooth integration into the team.
- Assisted with office events such as holiday and birthday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Maintained inventory of office supplies and placed orders.
- Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
- Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.
- Supported recruitment processes, scheduling interviews and communicating with applicants to improve hiring timelines.
- Enhanced office environment, organizing spaces for better workflow and employee comfort.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with different tasks on daily basis.
- Completed forms, reports, logs, and records to quickly handle all documentation for center.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Volunteered to help with special projects of varying degrees of complexity.
- Recorded new hires, transfers, terminations, changes in job classifications to main human resources files and system.
- Acted as a crucial 'floater' staff member, providing immediate coverage and support across multiple classrooms.
- Safely transported children to and from school and field trips, maintaining a 100% clean driving record and adhering to all safety protocols.
- Administered authorized medication and maintained accurate health logs, adhering to state licensing regulations..
- Streamlined communication between parents and educators to enhance engagement.
- Provided comprehensive, all-purpose support to daycare operations, including meal service, classroom cleaning, and emergency coverage.
Client Services Representative, Product Duplication Clerk, Phone Agent
Micah Tek
Broken Arrow, OK
11.2018 - 08.2021
- Delivered exceptional customer service, resolving inquiries and issues efficiently.
- Managed client accounts, ensuring accurate updates and maintaining strong relationships.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
- Maintained detailed records of client interactions on system, allowing for better understanding of needs and preferences for future engagements.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Placed orders, located products and services and troubleshot issues to meet customer needs.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Supported colleagues during high call volume periods, demonstrating strong teamwork skills, and contributing to a positive working environment.
- Provided empathetic assistance to customers experiencing difficulties with products or services, offering solutions tailored to individual needs.
- Developed rapport with customers to encourage repeat business and positive word-of-mouth referrals.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Maintained confidentiality of sensitive information, adhering strictly to privacy policies.
- Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.
- Operated CD/DVD duplication, managing media production from duplication to packaging and labeling.
- Processed daily shipments of completed products, ensuring accuracy in packing, inventory documentation, and shipping documentation.
- Managed inventory, including receiving, sorting, and quality-checking physical products.
Team Manager Inbound, Correspondence, SME & Corporate Salary Servicing Team
IndusInd Bank Contact Center, Mumbai
Mumbai
11.2014 - 01.2018
- Managed a unit of team leaders who were directly responsible for their individual customer service teams
- Monitored progress on sales and quality of service ensuring that the contact center service levels are managed on a daily basis
- Audited the quality of the teams reporting to the leaders and provide feedback for development
- Impart training to new leads and hold interviews for new recruits
- Prepare & present the sales +service progress for my units to the head of contact center during monthly reviews
- Conduct monthly audits within the units to ensure quality of service is not compromised
- Conduct call or email calibration for the team leads to ensure consistency in evaluations is maintained
- Worked on a projects to ensure reduction in repeat call cases to enhance customer experience
- Support the community services monthly activity by ensuring that the team participates (donating to the needy, visiting old age homes, orphanages, cleaning beaches etc.)
- Was part of the Go Green Champion team where we would visit places and plant trees to maintain greenery
- Led team to enhance customer satisfaction and service delivery standards.
Service Quality Analyst
HSBC Contact Center, Mumbai
Mumbai
03.2011 - 01.2014
- Evaluated quality of service delivered and facilitate continuous improvement through counseling and training
- Audited on service quality evaluations done by contact center team managers
- Released Performance report on a Fortnightly and monthly basis for the departments across floor
- Reviewed training manuals and modifications at regular frequency to suit requirements.
- Conducted spot calls or mock calls on new product/ process/ marketing schemes to ensure consistency and understanding
- Coached agent s who were below benchmark to bring them up the curve by regular one-on-one feedback sessions and monitoring.
- Provided detailed and valuable analysis to various stakeholders to help them have insights on their team strengths and areas of improvement
- Prepare d reports and analysis on overall team development & areas of improvement
- Reviewed processes in personal banking and credit cards each end to end and submit evaluation report by supporting delivery of effective processes and propose improvements/efficiencies as required
- Supported initiatives that help reduce lead-time to point to efficiency of Service advisors & Supervisors
- Conducted call calibrations across sites to ensure we are aware of the call quality standards
- Recommended changes in processes or work practices based on internal QC observations improve efficiencies or deduce error rates
Assistant Manager
HSBC Credit Cards & Banking
11.2006 - 03.2011
- Managed a team of 12 full time staff, assisting customers for credit card/ banking queries & complaints.
- Facilitated day to day performance of the team by ensuring all quality & expected targets are met
- Attended customer escalations & completion of case follow ups, process analysis & sharing the updates with the floor
- Coached team members and provided feedback on performance, identifying additional responsibilities & delegating the same to higher tenured officers to enable career development
- Ensured that the service levels were met to maintain customer satisfaction.
- Sales- Daily sales tracked to ensure monthly goals is met. Made effective usage of performance traction tools to ensure bite-size targets are allotted to the team.
- Outlier management was used to track performance of full time staff who are below/way above the required performance benchmarks.
- As an added responsibility I managed the approvals desk where we maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy. I would ensure that service advisors implement processes and report critical activities driven by customer verification, Direct Instruction Manual requirements & Reversal Authority Limits.
Quality Assurance Officer
HSBC
10.2005 - 11.2006
- Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
- Conducted team huddles on various skills & product, process topics.
- Prepared root cause analysis for identified discrepancies, recommending corrective actions to prevent recurrence.
- Prepared call analysis and sent reports on agent performance to operations team.
- Handled customer complaints and resolved queries to the extent of customer satisfaction.
- Liaised between quality control and other departments and contractors, providing customer complaint resolution.
- Timely coaching and Training given to teams to bridge any disconnect in flow of information and to ensure reduction of complaints due to process gaps & service advisor errors.
- Performed root cause analysis to identify and resolve quality issues and defects.
- Collected and analyzed data to measure effectiveness of quality control processes.
- Collaborated with cross-functional teams to develop and implement process and system improvements.
- Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
- Assessed quality by monitoring quality assurance metrics, reports and dashboards.
- Achieved customer satisfaction with thorough audits of products, ensuring adherence to standards.
Service Advisor & Team Anchor
HSBC
03.2003 - 10.2005
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly. (Credit Cards & Banking).
- Mentored new hires to answer customer queries (2 Runway batches)
- Handled customer escalations, assisting in answering customer queries, managing the team in the absence of the supervisor
- Was part of the pilot process for Help Desk (team handling first level complaints & complex queries)
Tele Sales
E-Funds International
02.2002 - 03.2003
- Attended to service & sales calls for international customers.
- Assisted in onboarding new Telesales Specialists, providing guidance on best practices for successful outcomes.
- Established rapport with prospects quickly, fostering trust and credibility in the telesales process.
- Boosted sales revenue through effective telesales strategies and persuasive communication skills.
- Handled customer escalations.
Tele marketing & Sales Co-coordinator
HDFC BANK
07.2001 - 02.2002
- Co-coordinated sales for south Mumbai which includes reporting daily branch wise MIS to the Direct Instruction Manual
- Generated sales for the branch by out calling existing customer base
- Prepared sales reports, salary details, and incentive reports for south Mumbai branches of HDFC
Education
Master of Science - Advertising & Public Relations
K C College of Management
Mumbai, IndiaDiploma - Advertising & Public Relations
K C College of Management
Mumbai, IndiaBachelor of Arts - Sociology
Elphinstone College
Mumbai, IndiaAssociate of Arts -
Sophia Jr College
Mumbai, IndiaSkills
- Customer service
- Organizational and planning
- Data entry
- Computer skills
- Office administration
- Time management
- Microsoft Word
- Microsoft Excel
- File organization
- Problem solving
Accomplishments
- Awarded "Employee of the Month" for delivering outstanding service.
- Awarded "Manager of the Month" for delivering outstanding service and sales.
- Awarded "Service quality of the Month" for delivering outstanding service and sales.
- Awarded "Teacher of the quarter"
Certification
- Certificate of completion for Silver Director's credentials through Oklahoma Professional Development Registry
- Certificate of completion for preschool CDA (Child Development Associate).
- CPR & First Aid certified.
Languages known
English, Hindi & Marathi
Timeline
Administrative Assistant & Child Care
Rhema Child Development Center
08.2021 - Current
Client Services Representative, Product Duplication Clerk, Phone Agent
Micah Tek
11.2018 - 08.2021
Team Manager Inbound, Correspondence, SME & Corporate Salary Servicing Team
IndusInd Bank Contact Center, Mumbai
11.2014 - 01.2018
Service Quality Analyst
HSBC Contact Center, Mumbai
03.2011 - 01.2014
Assistant Manager
HSBC Credit Cards & Banking
11.2006 - 03.2011
Quality Assurance Officer
HSBC
10.2005 - 11.2006
Service Advisor & Team Anchor
HSBC
03.2003 - 10.2005
Tele Sales
E-Funds International
02.2002 - 03.2003
Tele marketing & Sales Co-coordinator
HDFC BANK
07.2001 - 02.2002
Master of Science - Advertising & Public Relations
K C College of Management
Diploma - Advertising & Public Relations
K C College of Management
Bachelor of Arts - Sociology
Elphinstone College
Associate of Arts -
Sophia Jr College
Section name
- Marital Status: Married
- Nationality: Indian
- Date of Birth: 17 September, 1980.