ERP
STEFFI SURESH
E-commerce Customer Service Lead
Summary
Dynamic leader with a proven track record at Barakat Group of Companies, elevating customer service standards and enhancing team productivity. Excelled in high-pressure situations, mastering both Enterprise Systems and team-building, significantly improving customer satisfaction and operational efficiency. Skilled in MS Office and CRM, adept at driving technological and personnel advancements.
Overview
10
10
years of professional experience
3
3
Certifications
4
4
Languages
Work History
ECOMMERCE-CUSTOMER SERVICE LEAD
BARAKAT GROUP OF COMPANIES
08.2022 - 09.2023
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations
- Resolved customer service issues using company processes and policies and provided updates to customers
- Offered advice and assistance to customers, paying attention to special needs or wants
- Handled customer inquiries and suggestions courteously and professionally
- Managed work flow and coverage needs and monitor overall team productivity
- Coordinated information between the team and customer.
E COMMERCE-Customer Service Representative
BARAKAT GROUP OF COMPANIES
05.2020 - 07.2022
- Responded to customer requests for products, services, and company information
- Answered constant flow of customer calls, whatsapp and mails with minimal wait times
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Followed up with customers about resolved issues to maintain high standards of customer service
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Purchase Executive Officer
RAJYOG WATER BOTTLING LLC(Aqua De Fonte)
06.2018 - 12.2019
- Led end-to-end preparation and management of Purchase Orders , ensuring timely processing and accuracy.
- Negotiated with suppliers to secure the best terms, pricing, and delivery schedules, optimizing cost efficiency.
- Prepared and presented comprehensive comparison statements to assess supplier proposals and recommend the best options.
- Maintained continuous communication between vendors and the operations team, ensuring all requirements were met and issues were promptly resolved.
- Updated and managed procurement tracking systems, ensuring up-to-date records and smooth procurement processes.
- Coordinated with stores and operations teams to expedite deliveries, ensuring timely receipt of materials and minimizing operational delays.
Administrative Assistant
RAJYOG WATER BOTTLING LLC(Aqua De Fonte)
06.2017 - 06.2018
- Answered phone calls, directed inquiries to appropriate personnel, responded to customer requests in a timely manner.
- Provided administrative support to management staff, including scheduling meetings and appointments, preparing agendas, taking minutes, and maintaining records.
- Maintained files and filing, keeping sensitive information confidential.
- Perform other related administrative functions as necessary or as directed by the Manger.
Customer Service Executive/Sales Coordinator
ROMANA WATER DESALINATION & DISTRIBUTION LLC
06.2013 - 07.2014
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies
- Asked open-ended questions and researched issues in system to resolve various customer billing errors
- Provided primary customer support to internal and external customers.
- Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
- Analyzed and collected customer information to prepare product or service reports.
- Referred unresolved customer grievances to designated departments for further investigation.
Education
MBA - FINANCE AND MARKETING
SRM College of Management
BACHELOR'S DEGREE - BANKING MANAGEMENT
Dwaraka Doss Goverdhan Doss Vaishnav College
Chennai, IndiaCBSE-12TH - undefined
Delhi Private School
Sharjah, UAECBSE -10TH - undefined
Delhi Private School
Sharjah, UAESkills
- Excellent customer service
- Customer service and assistance
- Collaborative project development
- Order documentation
- Administrative Support
- Document Control
- Reporting requirements
- Document preparation
- Procurement activity coordination
Certification
01/01/13, IFBI-Institute of Finance, Banking and Insurance
Accomplishments
- Rising Star Award 2021-Barakat Group of Companies
- Rising Star Award 2020-Barakat Group of Companies
- Certificate of Participation-CII Southern Regional Conclave on Management Education -SRM School of Management
- Certificate of Participation-Youth Money Olympiad
- Certificate of Participation-workshop on Trading and Stock Market Analysis
- Certificate of Appreciation-Limca Books of Records -Tshirt painting Event
- Certificate of Appreciation-Rotaract Volunteer(Social Awareness Events)
- Certificate of Appreciation-Citizen Consumer Club(World Literacy Day)
- Certificate of Appreciation-Earth Day, Advertisement Competition and Sports Events-Delhi Private School Sharjah
Personal Information
- Date of Birth: 07/28/92
- Nationality: Indian
Software
MAGENTO
ZIWO
CRM
MICROSOFT OFFICE
Timeline
ECOMMERCE-CUSTOMER SERVICE LEAD
BARAKAT GROUP OF COMPANIES
08.2022 - 09.2023
E COMMERCE-Customer Service Representative
BARAKAT GROUP OF COMPANIES
05.2020 - 07.2022
Purchase Executive Officer
RAJYOG WATER BOTTLING LLC(Aqua De Fonte)
06.2018 - 12.2019
Administrative Assistant
RAJYOG WATER BOTTLING LLC(Aqua De Fonte)
06.2017 - 06.2018
Customer Service Executive/Sales Coordinator
ROMANA WATER DESALINATION & DISTRIBUTION LLC
06.2013 - 07.2014
MBA - FINANCE AND MARKETING
SRM College of Management
BACHELOR'S DEGREE - BANKING MANAGEMENT
Dwaraka Doss Goverdhan Doss Vaishnav College
CBSE-12TH - undefined
Delhi Private School
CBSE -10TH - undefined
Delhi Private School
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