SHIVANI MAHIDHARA
West Haven,Connecticut
Summary
Recent Business Analytics graduate with strong customer service and analytical skills. Experienced in client support, problem resolution, and dispute management across email, live chat, phone, and social media. Proficient in CRM tools like Salesforce for seamless customer interactions. Skilled in Microsoft 365 Suite, Power BI, Tableau, and R for data-driven insights. A team player who excels in fast-paced environments, delivering exceptional customer experiences. Passionate about business operations and continuous learning, seeking a role to leverage customer service expertise and data analysis skills. Open to relocation for the right opportunity.
Overview
4
4
years of professional experience
Work History
Product Specialist
Think and Learn Pvt Ltd
Bangalore
01.2022 - 11.2022
- Supported and managed escalations while maintaining the relationships between sales, logistics and technical departments
- Maintained regular contact with students and ensured they are learning effectively and seamlessly
- Retained clients during trial time to prevent cancellations and escalations by providing appropriate product and service information and addressing user concerns
- Utilized the job documents to assist, identify, and connect with consumers
- Supported sales representatives during client meetings by providing expert knowledge on specific features or functionalities of the given product line
- Maintained a high customer satisfaction score (CSAT) of above 80% and improved response time efficiency
- Optimized inventory management, ensuring timely availability of products for customers
- Trained and provided coaching to 50 junior team members
Operations Executive
Make Me Garden Pvt Ltd
11.2019 - 11.2021
- Established an effective workflow procedure while leading a team
- Involved in budget allocation to be given to each task and project and overseen office inventory procedures
- Effectively communicated with senior management to modify operational policies that are efficient for the business
- Heading the sponsorship events by coordinating with the event company and the sponsors
- Ensured payments were received and negotiated prices to bring profit to business
- Used data-driven decision-making techniques to identify areas of improvement within operations processes
- Collaborated on operational support tasks to achieve common goals
- Assisted with proactive client outreach initiatives and documented client correspondence in CRM system
Operations Intern
Make Me Garden Pvt Ltd
05.2019 - 10.2019
- Streamlined operations by identifying inefficiencies and implementing process improvements
- Supported the implementation of lean manufacturing principles to minimize waste and optimize production processes
- Maintained detailed records of inventory levels for accurate forecasting to prevent stockouts or overstock situations
- Reduced costs by renegotiating vendor contracts and optimizing resource allocation
- Designed deliverables, handled procurement, met with clients to learn about their requirements
- Conducted site visits, and was also involved in costing and budgeting, drafting price quotes for the project, scheduling the workers and lead times, supervising the work, and collecting, analyzing, and acting upon customer feedback
Education
MASTER OF SCIENCE - BUSINESS ANALYTICS
UNIVERSITY OF NEW HAVEN
CT12.2024
BBA - BUSINESS ADMINISTRATION
ICFAI BUSINESS SCHOOL
HYDERABAD08.2020
Skills
- Strong Communication Skills (Verbal & Written)
- Active Listening & Empathy
- Problem-Solving & Conflict Resolution
- Time Management & Organization
- Effective team collaborator
- CRM tools like Freshdesk and Salesforce Service Cloud
- Live Chat Tools like Chatbots platform
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Google Workspace (Docs, Sheets, Gmail, Meet)
- Social Media Management
- E-commerce & Order Management Systems like shopify
- Handling Escalations & Complaints
- Understanding of Return & Exchange Policies
- Customer Experience Optimization
- Tracking Customer Support Metrics through NPS
- Tableau Data Visualization
- Power BI Dashboard Development
- Proficient in R
- Retail & E-commerce Industry Knowledge
- Multi-tasking & Working in Fast-Paced Environments
- Team Collaboration & Cross-functional Communication
Languages
English
Full Professional
Hindi
Full Professional
Telugu
Native or Bilingual
Timeline
Product Specialist
Think and Learn Pvt Ltd
01.2022 - 11.2022
Operations Executive
Make Me Garden Pvt Ltd
11.2019 - 11.2021
Operations Intern
Make Me Garden Pvt Ltd
05.2019 - 10.2019
MASTER OF SCIENCE - BUSINESS ANALYTICS
UNIVERSITY OF NEW HAVEN
BBA - BUSINESS ADMINISTRATION
ICFAI BUSINESS SCHOOL