Shweta Ojha

Gurgaon, Haryana, India
Customer Care, HR Human Resources
About
JOB SUMMARY
• A competent Customer Assistant professional with excellent knowledge of customer service Maintains customer records by updating account information with 3.5 years of experience.
• Exposure to different industries such as – HR Outsourcing, BPO and Automobile.
• Experience with Continuous Improvement (CI) tools, such as Carex, TBA (GUI), Mainframe, CRM and Seibel.
• Strong Excel manipulation and analysis skills.
Talents
Work Experience
CUSTOMER ASSISTANT EXECUTIVE
GENERAL MOTORS
Full Time Oct-2013 To Sep-2014 11 months
Responsibilities
  • ? Handling customer’s queries related to sales and after sales services of Chevrolet vehicle through multiple source, like telephone, email, letters, social media, Chevrolet Website and Akosha.com etc providing appropriate solution.
    ? Coordinating between customer’s and Area Manager’s for maintaining customer satisfaction by providing the resolution to the issues and close the complaint.
    ? Closing the complaints in the system (Seibel) by verifying closure documents. And responsible for giving reports twice a week for the complaints of West and South zones.
    ? Preparing dashboards and reports of the overall complaints from the customers on a weekly basis.
    ? Training new hires & mentoring their performance and updating the same to Manager.
EXECUTIVE – CUSTOMER RELATIONSHIP MANAGEMENT (O2)
FIS Global Services
Full Time Dec-2012 To Sep-2013 9 months
Responsibilities
  • ? Handling customer’s based in United Kingdom queries through chat related to their mobile contracts.
    ? Managing customer’s account under different software tools e.g. Carex, CRM etc.
    ? Being a part of GURU team handling queries related to technical faults with the handset along with basic account maintenance and billing queries.
    ? Maintaining quality scores and customer satisfaction by providing the resolution to the queries.
TEAM MEMBER – ONGOING CLIENT PROCESSING
Full Time Dec-2010 To Aug-2012 1 year 8 months
Responsibilities
  • ? Managing and maintaining accounts of employees regarding their Health and Welfare Benefits through Mainframe.
    ? Working on TBA/GUI (Total Benefit Administration), IBM Mainframe to update the Accounts accurately according Employee’s Status.
    ? Updating the SOPs and managing tasks related to various processes.
    ? Responsible for training new hires & monitoring their performance and updating the Manager on the same.

    ? To begin to develop a basic understanding of the quality environment and processes and how these contribute to the performance of the business.

    ? To communicate (verbally and in writing) effectively with both clients and team colleagues to ensure a strong performance level is achieved.


    ? To seek opportunities to continually improve the processes defined within the Quality Team.
» 1 Project
Education
Master of Business Administration, Marketing
I C F A I National CollegeICFAI University
2008-2010
Profile Snapshot
Shweta is based out of Gurgaon & has studied Marketing, MBA-Master of Business Administration from Year 2008-2010 in ICFAINC-I C F A I National College, ICFAI University.
Shweta Ojha is Skilled in Customer Care, HR Human Resources, Marketing