Shalini Arya
Richmond,VA
Summary
- Experienced Digital Content management with robust background in media services, adept at enhancing digital media platforms and optimizing user experiences. Successfully led cross-functional teams to deliver innovative solutions and streamline operations. Demonstrated expertise in media content management and strategic planning.
- User Experience professional with proven track record in conducting in-depth user research, usability testing, and data-driven analysis. Strong focus on team collaboration, ensuring seamless integration of user insights into design processes. Reliable, adaptable, with skills in user-centered design, wireframing, and qualitative and quantitative research methodologies. Known for driving impactful results through effective communication and problem-solving.
- Experienced with providing high-quality customer support across various channels. Utilizes strong problem-solving skills to address and resolve customer inquiries efficiently. Track record of excellent communication, team work and maintaining positive customer relationships.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Content Management Customer Service
Department of the Post - Indian Postal Services
01.2010 - Current
- Gather the requirements based on the feedback from Customers, created the digital contents UX for the services offered by the postal customers and banking.
- Enhanced and edited the digital contents of the Postal services website to enable self service by Customer, improved the efficiency by 50% improving customer satisfaction.
- De-escalated and resolved customer complaints with punctual, polite and professional service, helped to gather collective feedback to convert as requirement for the future improvements.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
Customer Support & Shorting Assistance
Department of the Post - Indian Postal Services
09.2010 - 08.2013
- Played critical role in the shorting services for the postal letters. Created an efficient process to streamline the shorting process and improve the outcome.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Education
Bachelor of Science - Chemistory & Biology
R.M. L. Awadh University, Faizabada
India06.2009
Skills
- Problem-solving
- Team Work
- Communication
- Customer Focus
- Complaint handling
- Content Management System (CMS)
- Customer relationship management (CRM)
- Call center experience
- Customer response
- Shorting Expert
- Product & Service support
Certification
The Strategy of Content Marketing
University of California, Davis
Timeline
Customer Support & Shorting Assistance
Department of the Post - Indian Postal Services
09.2010 - 08.2013
Content Management Customer Service
Department of the Post - Indian Postal Services
01.2010 - Current
Bachelor of Science - Chemistory & Biology
R.M. L. Awadh University, Faizabada
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