Summary
Overview
Work History
Education
Skills
References
Certification
Timeline
Generic

Manisha Kumar

TAMPA,Florida

Summary

Proven ability to establish and maintain excellent communication and relationships with clients. Adept in general accounting and finance transactions. Excellent time management skills combined with a superior knowledge of the customer service industry. Organized, detail oriented, and experienced in properly handling customer inquiries and transactions. Tech-savvy professional with the flexibility to work in both fast and slow-paced environments. Bringing forth exceptional customer service skills with an ability to communicate effectively between all departments.

Overview

8
8
years of professional experience
1
1
Certification

Work History

CSR Transfer Agents

Intouch Cx
10.2022 - Current
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Streamlined communication between departments, ensuring timely resolution of customer concerns.

Teller

Sitel
01.2022 - 09.2022
  • Company Overview: Client: Public Services for Credit Union (Pscu)
  • Phone Banking: Helping all members of Credit Union with phone banking Credit card, Debit card, loan, mortgage, New account, Lien release, Home banking, Mobile Banking, User id password Reset, Lock unlock home banking account, Auto loan, Certificate account, Money Market account, Youth account
  • Inbound calls for all members from all Credit Union Especially Langley Credit Union
  • Working in SRW and AWS
  • Client: Public Services for Credit Union (Pscu)

QUALITY BUSINESS ANALYST

DIMESONAL STATEGIES
01.2021 - 09.2021
  • Company Overview: Volunteer position
  • Reviewed and analyzed requirements, develop detailed test plan, test strategy, risk management, test suites, and test cases for applications developed in agile environment using scrum
  • Responsible for managing the Functional Testing and Automation effort within project ELECTRONIC COMMERCE(Online Transactions)
  • Built detailed QA project plans for each sprint, communicated daily with the team to identify tasks for each milestone
  • As per Agile Scrum methodology conducted/attended daily Scrum meeting with teams in terms of discussing issues, fixing availability, setup and configurations
  • Prepared test sets and test case scenarios for the functional system and user acceptance testing
  • Executed the test scripts on different build releases and validated the actual results against the expected results
  • Developed robust test automation framework for writing test scripts and maintenance
  • Performed web application testing, GUI, functional, regression, security, Negative testing and UAT
  • Environment- Dev Environment Test Environment Test Environment Pre-Production
  • Testing Task- Unit testing Smoke Testing End to end Testing User Acceptance testing
  • Module- Access Module Purchase Module Update and Record
  • Successfully completed and worked on test cases and deliver the product
  • Volunteer position

Data Entry Specialist

One support
06.2020 - 10.2020
  • Company Overview: Client: Texas workforce commission
  • Documentation of Unemployment claims
  • Calculating Federal benefits and customers regular benefits
  • Documenting all claims in Texas Government mainframe
  • Educated customers on company systems, form completion and access to services
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
  • Facilitated communications through management of inbound and outbound customer calls
  • Client: Texas workforce commission

VP Membership

Liberty Middle School
08.2017 - 08.2019
  • Communicated with customers by questioning to learn customer needs and preferences
  • Responsible for helping to develop and execute communication strategy
  • Successfully united members in accomplishing our annual strategic objectives
  • Assisted in development of PTSA annual strategic plan
  • Led effort to identify, recruit and engage new members
  • Used Microsoft Word and other software tools to create documents and other communications
  • Maintained excellent attendance record, consistently arriving to work on time

Office Interim

Brandon Chamber of Commerce
09.2017 - 02.2018
  • Company Overview: Volunteer position
  • Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members
  • Delivered expert clerical support by efficiently handling wide range of routine and special requirements
  • Responsible for management of chamber of commerce reception and hospitality functions
  • Executed on internal and external communication requirements including face to face, phone, email or social media communication
  • Assisted with project management
  • Improved operations through consistent hard work and dedication
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
  • Volunteer position

Event Organizer

Liberty Middle School
08.2016 - 08.2017
  • Company Overview: Volunteer position
  • Conferred with event staff at event site to coordinate details
  • Offered all options to client for event location
  • Responsible for coordinating all efforts and assuring fulfillment of deliverables
  • Oversaw event happenings in progress, answered guest questions, acted quickly to resolve problems and trained and supported 5 team members and volunteers
  • Volunteer position

Education

Master of Arts - Personnel Management

Patna University
India

Bachelors - Education and Society, Education Measurement & Evaluation, Educational Psychology, Application of Computer, Women Education, School Organization, Civics & Economics

Magadh University
04.2012

Bachelors - General Competence, Communication, Personal Selling Skills, Advertising, Advertising and Law, Sales Promotion Tools, Public Relation, Advertising Agencies, Business Law, Electronic and Print Advertisement, Market Information through Market Survey and Analysis

Patna University
04.2000

Skills

  • Interpersonal Skills
  • Teamwork
  • Time Management
  • Communication
  • Ability to Work Under Pressure
  • Leadership
  • Critical thinking and problem solving
  • Microsoft PowerPoint
  • Microsoft Office
  • Microsoft Excel
  • Fast Learner
  • Effective Time Management
  • Ability to Multitask
  • Adaptability
  • Computer Skills
  • Customer Service
  • Ability to Work in a Team
  • SQL
  • Communication Skills
  • Sales Force
  • CRM software
  • Call center experience
  • Computer proficiency
  • Data entry
  • Filing and data archiving
  • Database management
  • Continuous learning attitude
  • Accuracy and attention to detail
  • Quality control measures
  • Data validation techniques

References

References available upon request

Certification

  • Salesforce Certified Administrator
  • ScrumMaster Certification (CSM) - Scrum Alliance.

Timeline

CSR Transfer Agents

Intouch Cx
10.2022 - Current

Teller

Sitel
01.2022 - 09.2022

QUALITY BUSINESS ANALYST

DIMESONAL STATEGIES
01.2021 - 09.2021

Data Entry Specialist

One support
06.2020 - 10.2020

Office Interim

Brandon Chamber of Commerce
09.2017 - 02.2018

VP Membership

Liberty Middle School
08.2017 - 08.2019

Event Organizer

Liberty Middle School
08.2016 - 08.2017

Bachelors - Education and Society, Education Measurement & Evaluation, Educational Psychology, Application of Computer, Women Education, School Organization, Civics & Economics

Magadh University

Bachelors - General Competence, Communication, Personal Selling Skills, Advertising, Advertising and Law, Sales Promotion Tools, Public Relation, Advertising Agencies, Business Law, Electronic and Print Advertisement, Market Information through Market Survey and Analysis

Patna University

Master of Arts - Personnel Management

Patna University

Similar Profiles

CREATE PROFILE
Manisha Kumar