Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Skills
Work Availability
Quote
Timeline
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Mala Kuttimani

Mala Kuttimani

Bothell,Washington

Summary

Customer Service Representative

Detail-oriented professional with strong technical skills, the ability to learn concepts quickly, focused and excels at prioritizing, completing multiple tasks simultaneously, solid time management and interpersonal skills to achieve all goals. Seeking an opportunity of increased responsibility in which I can apply and further my skills, experience and education.

Overview

10
10
years of professional experience

Work History

Store Associate

Apna Bazar
09.2022 - 06.2023
  • Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
  • Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
  • Balanced and organized cash register by handling cash, counting change, and storing coupons.
  • Greeted customers, helped locate merchandise, and suggested suitable options.
  • Answered questions about store policies and addressed customer concerns.
  • Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
  • Evaluated prices and conducted audits to detect and correct price discrepancies.
  • Maintained tidy and organized store to comply with cleanliness standards.
  • Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
  • Increased sales and customer satisfaction through personalized servicing.
  • Briefed customers regarding shop promotions and discounts by providing coupons and flyers to increase sales.
  • Worked with loss prevention in monitoring shopper behavior.
  • Logged reports, expenses, receipts, and sales in company database.
  • Located merchandise across various stores to address customer needs.
  • Provided product demonstrations to highlight features, benefits and value.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Developed strong rapport with customers and created positive impression of business.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Wrapped, boxed and weighed bakery department products.
  • Used in-store system to locate inventory and place special orders for customers.
  • Created inviting environment for customers by maintaining store organization and cleanliness.
  • Provided exceptional services and pleasant shopping experiences to retail customers.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Conducted product demonstrations to highlight features and redirect objections to positive aspects.
  • Recommended complementary purchases to customers, increasing revenue.
  • Prioritized helping customers over completing other routine tasks in store.
  • Managed efficient cash register operations.
  • Monitored customers for signs of security concerns and escalated issues to management.
  • Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Built customer loyalty and retention by delivering excellent shopping experiences.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.

Customer Service Representative, Archive & Rebill

I-Weave Solutions , Npower , UK
08.2020 - 07.2022
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Provided accurate and appropriate information in response to customer inquiries.
  • Addressed customer service inquiries in a timely and accurate fashion.
  • Maintained up-to-date records at all times.
  • Ran reports and supplied data to fulfill customer report requirements.
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
  • Prevented store losses using awareness, attention to detail and integrity.
  • Organized weekly sales reports for the sales department to track product success.
  • Created new processes and systems for increasing customer service satisfaction.
  • Cross-trained and provided back-up for other customer service representatives when needed.
  • Generated sales and inventory reports in Excel with data from a variety of sources, maintaining a 100% accuracy rate.
  • Resolved product issues and shared benefits of new technology.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Delivered prompt service to prioritize customer needs.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed quality communication, customer support and product representation for each client.
  • Worked under strict deadlines and responded to service requests and emergency call-outs.
  • Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.
  • Resolved product/policy issues and shared benefits of new technology.
  • Kept abreast of rapidly evolving technology.
  • Recommended, selected and helped locate merchandise based on customer needs and desires.
  • Communicated all merchandise needs or issues to appropriate supervisors.
  • Stocked and rotated inventory regularly.

Customer Service Representative/ Data Entry

I-Weave , Client - Shell , UK
07.2017 - 08.2020
  • CDM-Creation of single source of truth for commercial data, making it available to other applications and core systems in a system processible way
  • Scheduling-Building a fit web-based tool to build and manage the scheduling fleet and cargo plan
  • Verified that information in the computer system was up-to-date and accurate.
  • Eliminated outdated records by sending the records to be scanned.
  • Compiled statistical information for special reports.
  • Verified and logged in deadlines for responding to daily inquiries.
  • Identified and resolved system and account issues.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Provided accurate and appropriate information in response to customer inquiries.
  • Demonstrated mastery of customer service call script within specified timeframes.
  • Addressed customer service inquiries in a timely and accurate fashion.
  • Maintained up-to-date records at all times.
  • Developed effective relationships with all call center departments through clear communication.
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.
  • Formulated and enforced Service Center policies, procedures and quality assurance measures.Provided cross training to new staff members.
  • Hosting defect triage meetings, managing the defects, track them and chase them to get the fix on respecting environments
  • Provided primary customer support to internal and external customers.
  • Responded to customer requests for products, services, and company information.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Educated customers about billing, payment processing and support policies and procedures.

Data Engineer , Retail Management System

I-Weave Solutions , Client - Sprint , USA
05.2013 - 06.2016



  • Designed compliance frameworks for multi-site data warehousing efforts to verify conformity with state and federal data security guidelines.
  • Generated detailed studies on potential third-party data handling solutions, verifying compliance with internal needs and stakeholder requirements.
  • Prepared documentation and analytic reports, delivering summarized results, analysis and conclusions to stakeholders.
  • Explained data results and discussed how best to use data to support project objectives.
  • Analyzed complex data and identified anomalies, trends, and risks to provide useful insights to improve internal controls.
  • Designed and developed analytical data structures.
  • Contributed to internal activities for overall process improvements, efficiencies and innovation.
  • Designed advanced analytics ranging from descriptive to predictive models to machine learning techniques.
  • Prepared written summaries to accompany results and maintain documentation.
  • Developed and delivered business information solutions.
  • Developed database architectural strategies at modeling, design, and implementation stages to address business or industry requirements.
  • Collaborated with system architects, design analysts and others to understand business and industry requirements.
  • Reviewed project requests describing database user needs to estimate time and cost required to accomplish projects.
  • Managed identification, protection and use of data assets.

Education

Bachelor's in Engineering - Computer Science

Anna University
Chennai, India
05.2010

Skills

Microsoft Office Applications (Excel, Word, PowerPoint, Access, Outlook), Windows and Internet sources

*Excel - worksheets for staff scheduling, product tracking spreadsheets and equipment maintenance

*Word - staff policy, client communications, SOPs, training, orientation documents and meeting minutes

  • Excellent quantitative skills
  • Critical thinker
  • Excellent research skills
  • Detail oriented
  • Microsoft Word, Excel, PowerPoint
  • Planning/coordinating
  • Team leadership
  • Organizational planning
  • Call Management
  • Paperwork Processing
  • Report Generation
  • Complaint Resolution
  • Scheduling
  • Information Security
  • Appointment Scheduling
  • Product Knowledge
  • Data Entry
  • Data Collection
  • Account Updating
  • Conflict Mediation
  • Money Handling Abilities
  • Lead Generation
  • Customer Relationship Management (CRM)
  • Administrative Support
  • Problem-Solving Abilities
  • Computer Proficiency
  • Call Center Operations
  • System Implementation
  • Microsoft Excel
  • Retail Store Support
  • Brand Representation
  • Customer Service
  • [Software] CRM System Proficiency
  • Retail transactions processing
  • [Type] sales techniques
  • Cash register operation
  • Attention to Detail
  • Teamwork and Collaboration
  • [Type] Software Proficiency
  • Active Listening

Accomplishments

Received "Thanks Award"from Client for End to End client Management

Received appreciation from client (NPower) with words such as “Great asset to team. Picked up various niche technical skills on the job in various projects and excelled in Delivery” on 2011.

Received “India-Service Recognition Achievement”award from i-Weave solution in 2013

  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.

Additional Information

  • H4 VISA with approved EAD and Work Permit till Oct’2026

Skills

10 key touch, Accounting, attention to detail, basic, billing, Interpersonal, Critical Thinking, client, clients, Customer Service, Database, equipment maintenance, Managerial, Access, Excel, Microsoft Office Applications, Outlook, PowerPoint, Windows, Word, Organizing, researching, Research, Sales, scheduling, spreadsheets, Supervisory, team-player, Teamwork

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The opposite of a true statement is a false statement, but the opposite of a profound truth may well be another profound truth.
Niels Bohr

Timeline

Store Associate

Apna Bazar
09.2022 - 06.2023

Customer Service Representative, Archive & Rebill

I-Weave Solutions , Npower , UK
08.2020 - 07.2022

Customer Service Representative/ Data Entry

I-Weave , Client - Shell , UK
07.2017 - 08.2020

Data Engineer , Retail Management System

I-Weave Solutions , Client - Sprint , USA
05.2013 - 06.2016

Bachelor's in Engineering - Computer Science

Anna University

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Mala Kuttimani