Sushma Shekhawat
Haslet,TX
Summary
Customer Service Specialist with over 15 years of experience excelling in fast-paced environments. Proven ability to prioritize and multitask, contributing to both personal and team goals. Recognized for adeptly handling escalated customer support issues. Additionally, a skilled Data Entry Specialist with 7+ years of experience, displaying a strong work ethic, adaptability, and exceptional interpersonal skills. Highly motivated to tackle new challenges, work independently, and swiftly master new skills.
Overview
16
16
years of professional experience
Work History
ECommerce Specialist
COS Phones
04.2024 - 07.2024
- Interacted with and sold to e-commerce customers and delivered prompt and courteous service.
- Maintained working knowledge of company products, services and promotions.
- Boosted online sales by implementing effective SEO strategies and optimizing product listings.
- Completed frequent inventory counts and resolved discrepancies.
- Used warehouse management software to reconcile daily inventory.
Administrative Assistant
Devansh Lab Werks (Company Downsized)
02.2024 - 04.2024
- Answered incoming calls, routed messages and resolved patient inquiries within target timeframes.
- Handled sensitive patient information with discretion, adhering to strict HIPAA guidelines and safeguarding privacy at all times.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Called patients to confirm scheduled appointments day in advance.
Case Management Associate and Team Lead
Deloitte
07.2023 - 09.2023
- Entered client information into spreadsheets and company database, ensuring leaders had swift access to crucial data.
- Responded promptly to daily inquiries and requests, meeting mandated timeframes to achieve deadlines.
- Played key role in ongoing case management services, supporting successful outcomes, meeting stabilization goals, and contributed to team development through training, mentoring, and constructive feedback. Assisted HR in verifying I9 and W4 forms, and communicated with supervisors on case management, resourcing, service collaboration, and resource development.
Image Review Processor
TDOT
02.2021 - 07.2022
- Proficiently processed Optical Character Read (OCR) images with focus on accuracy, verifying and making acceptance or rejection decisions to serve as violation deterrent.
- Achieved 99.75% accuracy rate in processing images, demonstrating commitment to precision and efficiency in data entry tasks.
Market Specialist
Dallas Market Center
08.2017 - 08.2018
- Supported online registration queues and processed incoming mail, email, and faxes for registrations.
- Operated Travel Booths and Registration desks during markets, processed online hotel bookings, assisted in maintaining travel and registration web pages, possessed knowledge of GDS, and managed around 50-plus incoming calls and emails.
Travel Agent
Virgin America Airline
02.2016 - 08.2017
- Coordinated travel accommodations for diverse clientele, including groups, couples, executives, and special needs clients, managing approximately 50 calls.
- Supervised credit and debit card payments, demonstrating professionalism and discretion in handling sensitive information.
- Proficient in GDS and Sabre systems, delivered exceptional customer service through active listening, engaging interactions, and efficiently managed customer invoices, payments, refunds, and cancellation requests.
Data Entry Clerk
Chase
04.2017 - 06.2017
- Accomplished precise and efficient data entry, consistently achieving personal production goals in high-volume work environment, showcasing positive attitude, and fostering effective teamwork.
- Proficiently deciphered handwritten applications, transcribing information into electronic databases, while actively contributing to refinement of data entry protocols through verification and validation of new and existing data fields.
- Maintained strict adherence to data confidentiality policies, ensuring secure handling of sensitive information.
Customer Service Representative
Academy Sports & Outdoors
08.2010 - 11.2015
- Professionally addressed customer inquiries and suggestions, providing courteous assistance.
- Enhanced store visual appeal by pressing and folding items upon arrival, answered customer questions, assisted in locating merchandise, promoted key items, displayed product signage, and served as mentor to new employees.
Pharmacy Technician Trainee
CVS Pharmacy
08.2012 - 04.2013
- Responded to approximately 40 incoming phone calls, addressing inquiries from customers and healthcare providers.
- Verified customer and insurance provider information, managed daily drug inventories, reported discrepancies, and maintained strict patient confidentiality in compliance with HIPAA regulations.
Cashier
Fort Worth Zoo
02.2008 - 08.2010
- Welcomed customers, promptly addressing their needs and operating cash register with excellent accuracy for various transactions.
- Demonstrated flexibility by working extra shifts, actively listening to customer concerns, and efficiently escalating major issues to supervisor.
Education
High School Diploma -
Paschal High School
05.2008
Skills
- Communication, Prioritization, Domain Knowledge, Leadership and adaptability
- Customer Support (Inbound and outbound calling), Travel agent and Data entry specialist
- Onboarding and Training to new employee
- Decision Making and Problem Solving
- Tools - GDS/Sabre, Teams, Slack, Office 365, Aspen, Salesforce, etc
- Payment processing
- Inventory coordination
Languages
Hindi
Full Professional
Timeline
ECommerce Specialist
COS Phones
04.2024 - 07.2024
Administrative Assistant
Devansh Lab Werks (Company Downsized)
02.2024 - 04.2024
Case Management Associate and Team Lead
Deloitte
07.2023 - 09.2023
Image Review Processor
TDOT
02.2021 - 07.2022
Market Specialist
Dallas Market Center
08.2017 - 08.2018
Data Entry Clerk
Chase
04.2017 - 06.2017
Travel Agent
Virgin America Airline
02.2016 - 08.2017
Pharmacy Technician Trainee
CVS Pharmacy
08.2012 - 04.2013
Customer Service Representative
Academy Sports & Outdoors
08.2010 - 11.2015
Cashier
Fort Worth Zoo
02.2008 - 08.2010
High School Diploma -
Paschal High School
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