Sonal Gaikwad
Plainfield,IL
Summary
Personable and adaptable professional equipped with a solid foundation in effective communication and organization. Knowledge of customer service principles and proficiency in managing administrative tasks and data entry. Capable of delivering excellent support to ensure smooth operations and contribute to team success. Key skills in problem-solving and attention to detail, eager to learn and develop in collaborative environment. Brings background in customer interaction and time management, with focus on meeting deadlines and maintaining high-quality standards. Ready to use and develop strong analytical and communication skills in any role. Developed strong collaborative and multitasking skills in fast-paced environment, ensuring efficient handling of various tasks. Transitioning into new field with focus on leveraging problem-solving capabilities and adaptability. Seeking opportunities to apply and grow versatile skills in dynamic and supportive setting. Results-driven professional with solid background in delivering impactful solutions. Proven track record in fostering team collaboration and adapting to changing needs. Skilled in strategic planning, project management, and client relations. Known for reliability, strong analytical abilities, and excellent communication skills. Results-driven professional equipped with background in supporting operational workflows and enhancing team productivity. Proven track record in streamlining processes and fostering productive collaboration. Committed to delivering high-quality results and adapting to dynamic environments with strong communication and problem-solving abilities. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
7
7
years of professional experience
Work History
Associate
Amazon Fresh
03.2022 - Current
- Increased customer satisfaction by 80% by resolving complex issues and providing exceptional service at all times.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Analyzed customer data to identify trends and anticipate customer needs.
- Improved team collaboration by initiating regular coordination meetings.
- Improved project delivery times with implementation of streamlined communication strategy.
- Improved reporting accuracy, implementing new data management system.
- Managed efficient cash register operations.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Listened to customer needs and desires to identify and recommend optimal products.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
- Trained and supported new team members, maintaining culture of collaboration.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
Customer Service Representative
Genpact
03.2005 - 03.2007
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Support Representative
Gallop Impex Manufacturers and Exporters
11.2003 - 03.2005
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Trained new hires on company policies, procedures, and best practices in customer support roles.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Collaborated with team members to identify areas of improvement in customer service protocols.
- Initiated proactive follow-ups with clients to ensure their needs were met after initial interactions.
- Participated in cross-functional teams working towards company-wide goals, showcasing adaptability and commitment to broader objectives beyond individual role responsibilities.
- Contributed ideas and practical solutions to support process improvement efforts.
- Resolved technical issues for customers with clear explanations and step-by-step guidance.
- Developed comprehensive product knowledge, becoming go-to resource for both customers and colleagues.
- Boosted customer loyalty, attentively handling each case and providing personalized solutions.
- Encouraged culture of continuous improvement, leading by example and constantly seeking ways to enhance customer support.
- Initiated peer mentoring program for new hires, accelerating their understanding of company policies and products.
- Facilitated smooth communication between support team and other departments, optimizing resolution of customer issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
Customer Support Representative
Hi-Tech Computers
06.2001 - 12.2003
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
- Trained new hires on company policies, procedures, and best practices in customer support roles.
- Consistently received positive feedback from both customers and colleagues alike due to dedication towards outstanding service delivery.
- Exceeded performance metrics by consistently providing high-quality support to clients.
- Collaborated with team members to identify areas of improvement in customer service protocols.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Contributed ideas for process improvements at team meetings, leading to enhanced departmental performance overall.
- Initiated proactive follow-ups with clients to ensure their needs were met after initial interactions.
- Contributed ideas and practical solutions to support process improvement efforts.
- Boosted customer loyalty, attentively handling each case and providing personalized solutions.
- Encouraged culture of continuous improvement, leading by example and constantly seeking ways to enhance customer support.
- Delivered personalized customer service, adapting responses to match individual needs and expectations.
- Played key role in achieving high customer service ratings through consistent performance and dedication to quality.
- Fostered supportive team environment, sharing knowledge and troubleshooting tips to enhance overall service quality.
- Configured hardware, devices, and software to set up work stations for employees.
- Generated reports to track performance and analyze trends.
- Developed and implemented preventive maintenance procedures.
- Tested new software and hardware prior to deployment.
- Installed, configured and maintained computer systems and network connections.
Education
Bachelor - Marketing
Bhavan's College
Mumbai, Maharashtra06.2005
Skills
- Business Development
- Communication skills
- Continuous improvement
- Management
- Microsoft Excel
- Bilingual
- Phone etiquette
- Organizational skills
- Cash register
- Retail management
- POS
- Attention to detail
- Customer interaction
- Cash handling
- Relationship building
- Courteous and professional
- New hire training
- Order fulfillment
- Inventory management
- Product merchandising
- POS system operation
- Loss prevention
- Shipment processing
- Problem-solving
- Team collaboration
- Verbal and written communication
- Creative problem solving
- Friendly and helpful
- Team cooperation
- Strong communication and interpersonal skills
- Customer Assistance
- Adaptable and flexible
- Reliable and responsible
- Inventory and stocking
- Customer service
- Cross-functional teamwork
- Reliable and punctual
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Creative problem solving
- Collaborative teamwork
- Public relations
- Task prioritization
- Client relationship management
- Conflict resolution
- Workflow management
- Friendly and helpful
- Team cooperation
- Strong communication and interpersonal skills
- Customer assistance
- Adaptable and flexible
- Honest and dependable
- Reliable and responsible
- Inventory and stocking
- Reliable and punctual
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Creative problem solving
- Collaborative teamwork
- Public relations
- Task prioritization
- Client relationship management
- Conflict resolution
- Workflow management
- Friendly and helpful
- Team cooperation
- Strong communication and interpersonal skills
- Customer assistance
- Adaptable and flexible
- Honest and dependable
- Creative thinking
- Reliable and responsible
- Inventory and stocking
Hobbies
- Creative, attention to detail,
- Networking: Continuously expanding my professional network and staying updated on industry trends.
- Cooking: Exploring culinary techniques and experimenting with flavors to enhance my creativity and problem-solving skills.
Languages
Hindi
Full Professional
Marathi
Native or Bilingual
English
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Part TimeFull TimeWork Location
RemoteOn-SiteHybridImportant To Me
Work-life balanceFlexible work hoursPersonal development programsCareer advancementHealthcare benefitsWork from home optionInterests
Management
Team Management
Customer Oriented
Timeline
Associate
Amazon Fresh
03.2022 - Current
Customer Service Representative
Genpact
03.2005 - 03.2007
Customer Support Representative
Gallop Impex Manufacturers and Exporters
11.2003 - 03.2005
Customer Support Representative
Hi-Tech Computers
06.2001 - 12.2003
Bachelor - Marketing
Bhavan's College
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