Summary
Overview
Work History
Education
Skills
Certification
Languages
Interests
Timeline
Generic

Shruti .

JERSEY CITY,New Jersey

Summary

Dynamic marketing professional with a background in hospitality management and experience in customer service at Amazon. Currently pursuing a master’s degree in marketing, with a strong foundation in brand management, digital marketing, and strategic decision-making. Proven ability to drive engagement and profitability through targeted campaigns and market research. Skilled in leveraging insights to develop effective strategies and lead teams to achieve business goals.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Amazon
05.2022 - 07.2023
  • Prevention and problem-solving of more than 80 customers complaints per day, related to electronics items (watches, mobile phones, laptops, microwaves, air fryers, exercise bikes, etc.) by creating returns and replacements for customers when received a damaged or defective item.
  • Providing support to the image verification department which handles non-returnable products by creating returnless (in this case the customer does not have to return the product) refund or returnless replacements whenever a customer receives a damaged, defective, or a wrong item.
  • Supported the primary department (handled more than 80 contacts per day) that helped to track products in the
    logistics chain, creating refunds for returnable products which include clothes, footwear, and accessories; oriented customers in their orders cancellations or orders updates.
  • ⁠Guided customers in obtaining their orders by filling out forms and sending requests to the delivery station so that the customer receives the order on time, maintaining client satisfaction, engagement, and offering a high-end customer experience with the brand.
    •⁠ ⁠Actively created a new workflow to reduce CHT (a metric on the basis which the agent’s performance is judged) of the teammates by cold transferring the customer call to a specific department that would immediately act upon the requirement, maintaining great CHT for the agents. This best practice has been thoroughly implemented across the team and has helped to achieve the desired goal.

Chef Intern

Playa Largo Resort & Spa - Autograph Collection
08.2018 - 01.2019
  • Worked as rookie chef in the ‘SOL BY THE SEA’ kitchen
  • Worked in the cold kitchen, developing specific techniques
  • Worked in the hot kitchen, preparing regional food

Intern

Indismart Hotel, ON THE JOB TRAINING
08.2017 - 09.2017
  • Worked in four departments: food and beverage, front office, food production and housekeeping
  • Assisted the sous chef in an event
  • Billed at the counter and received customers feedback
  • Organized and maintained high-standards of sanitation of the restaurants stations
  • Welcomed customers to the hotel and assisted them during check -in and check- out, promoting a friendly atmosphere

Education

Master of Science - Marketing Intelligence

Fordham University
The Bronx, NY
12.2024

ADVANCED DIPLOMA - Hospitality Administration And Management

International Institute of Hotel Management
India
11.2020

Bachelor of Arts - Hospitality Management

University of West London
London
05.2020

Skills

  • Product marketing
  • Market Analysis
  • Google Analytics
  • Content Curation
  • Data Collection
  • Campaign Development
  • Mobile marketing
  • Competitive Analysis
  • Search Engine Optimization
  • Strategic Marketing
  • Customer Segmentation
  • A and B Testing
  • Integrated Marketing Communications
  • Survey Design
  • Digital Marketing
  • Microsoft Office
  • Marketing strategy
  • Decision-Making
  • Branding
  • Email Marketing
  • Content Marketing
  • Tableau
  • SPSS software experience

Certification

  • AI - Powered Shopping Ads Creation
  • Google Ads Display Certification
  • Google Analytics Certification
  • RBL - Responsible Business Leadership Certification

Languages

English
Full Professional
Hindi
Native or Bilingual

Interests

Baking, Reading, Drawing, Volunteering

Timeline

Customer Service Representative

Amazon
05.2022 - 07.2023

Chef Intern

Playa Largo Resort & Spa - Autograph Collection
08.2018 - 01.2019

Intern

Indismart Hotel, ON THE JOB TRAINING
08.2017 - 09.2017

Master of Science - Marketing Intelligence

Fordham University

ADVANCED DIPLOMA - Hospitality Administration And Management

International Institute of Hotel Management

Bachelor of Arts - Hospitality Management

University of West London

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