Simran Arora
Summary
Accomplished Consumer Support Lead at Nike, with positive and friendly demeanor. Enhancing customer satisfaction and business process improvements. Leveraged Warehouse Management and Microsoft Excel to refine support protocols, achieving high CSAT scores. Excelled in cross-functional collaboration and soft skills training, significantly improving team performance and customer experience. Fluent in French and well-versed in escalation management working in dynamic environment.
Overview
6
6
years of professional experience
Work History
Consumer Support Lead (ETW) at Nike
Apex Systems
2022.06 - Current
- Managed a team of support professionals, fostering teamwork and setting performance goals.
- Enhanced communication channels within the organization to facilitate information flow between departments related to customer needs and concerns.
- Work on customer escalations related to rebills, gift cards, denied claims, refunds and rebound requests.
- Collaborate with cross functional teams such as inspection, digital loss and prevention, and inventory operations to address and resolve customer-related issues, ensuring a seamless customer experience.
- Maintain a high CSAT score which reflects customer satisfaction.
- Continuously assess and refine support protocols and procedures to enhance efficiency and service quality.
- Used CRM tools and MS office suite to work on various escalations
North America Customer Service Specialist (French)
Equifax
2020.02 - 2021.05
- Accept and review credit report applications, including all supplementary documentation.
- Conduct routine inspections and analyses of clients' financial histories to assess their creditworthiness.
- Notify clients of the outcomes of their credit applications and provide clear explanations.
- Maintain a database of frequent defaulters and report these cases to the relevant authorities as necessary.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
French Translator
Narayan Academy of Civil Aviation
2019.02 - 2020.05
- Achieved recognition as a top-performing translator by consistently receiving positive feedback from clients regarding work quality and professionalism.
- Increased efficiency within the translation department by implementing new technology and tools for better workflow management.
- Improved internal communication within multinational organizations through accurate translations of corporate documents and training materials.
Education
Masters in Commerce (M.com) - Business Management
Mahatma Jyotibha Phule University
India06.2020
Bachelors of Commerce (B.com Honors) - Business Management
Mahatma Jyotibha Phule Rohilkhand University
India05.2016
Skills
Inventory Management
Business Process Improvement
Customer Escalation Management
SAP Warehouse Management
SQL
Soft Skills Trainning
Microsoft Excel
French B1 level
Ms Office expertise
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
French
Professional Working
Punjabi
Native or Bilingual
Spanish
Elementary
Timeline
Consumer Support Lead (ETW) at Nike
Apex Systems
2022.06 - Current
North America Customer Service Specialist (French)
Equifax
2020.02 - 2021.05
French Translator
Narayan Academy of Civil Aviation
2019.02 - 2020.05
Masters in Commerce (M.com) - Business Management
Mahatma Jyotibha Phule University
Bachelors of Commerce (B.com Honors) - Business Management
Mahatma Jyotibha Phule Rohilkhand University
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