Sonia Trinidad
De Pere
Summary
Seeking Managerial assignments in Operations' Management / Client Relationship Management with a growth oriented organisation.
A dynamic professional with almost 3 years of extensive experience (Airtel Customer Care in Operations) in the BPO/ Service Industry. Presently working with Serwizsol (TATA enterprise) as Senior Customer Care Executive (Responsible for handling Irate Customer's Queries and concerns Acting as an escalation gate to resolve critical issues of the irate customers. Demonstrated abilities in cementing healthy relationship with the clients and rendering effective service. Excellent communication & interpersonal skills with proven abilities in customer relationship management.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Senior Customer Care Executive
Tata sky dish antenna company
06.2006 - 12.2009
- Operations and Customer Care Management
- Taking care of customer service for North region of Tata sky which is responsible for handling subscriber's accounts and problems-related to accounts.
- Handle High Volume Situations and reduce Idle Time and better customer delivery.
- Work closely with all support functions to maintain the consistency of the process.
- Regular Client interaction for process related issues and growthClient Servicing
- Identifying improvement areas & implementing measures (by doing Pareto analysis) to maximize customer satisfaction levels.
- Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved Quality customer Service.
- TATA enterprise
Customer Care Executive Inbound Airtel
I.T. Planet(P) Limited
10.2004 - 05.2006
Customer Care Executive Inbound Airtel
Orion Dialog (P) Limited
08.2002 - 11.2003
Sales Executive
Excel Ford
Chandigarh
09.2001 - 08.2002
Education
Bachelor of Arts -
Punjab University
Chandigarh, India 05.2000 - 05.2003
Skills
- Basics
- Analytical bent of mind
- Believe in Root Cause Analysis
- Believe in concluding the conclusion
- Self Motivated
Personal Information
Date of Birth: 07/20/79
Languages
- Hindi
- Punjabi
- English
Timeline
Senior Customer Care Executive
Tata sky dish antenna company
06.2006 - 12.2009
Customer Care Executive Inbound Airtel
I.T. Planet(P) Limited
10.2004 - 05.2006
Customer Care Executive Inbound Airtel
Orion Dialog (P) Limited
08.2002 - 11.2003
Sales Executive
Excel Ford
09.2001 - 08.2002
Bachelor of Arts -
Punjab University
05.2000 - 05.2003