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Customer Experience Manager - Resume Redesign

Hi,

I am really excited to share my first draft of the the Resume. However, I really need more guidance on this. Though I am an experienced professional, however over the last few years my career has seen some gap and shift in industries. 

At present I would say I am looking for a job opportunity. And for the last one year I had been working as a Textile and Pattern Designer (Freelance). Now I do created a portfolio website too for this, however I am not sure if I should include the same in my resume, reason being this is completely different from what I did earlier, as in started from a Call Center Agent to a Business Excellence Person. 

I hope copy paste is fine, I see the format as in word document has been altered here, however this is how I intitated, feedback appreciated from fellow classmates too.

NEELAM KAUR

EXECUTIVE SUMMARY

An expert in Customer Experience, Business Process Management with over 8 years of experience in Call Centre, E-Travel and E-Retail. Specialist in Strategic Planning for Website Tadpolestore.com & Utsav Fashion.com Designing, Implementing, and Managing Business Processes, specializing in Operations and Service Delivery

 FUNCTIONAL EXPERTISE

  • Customer Experience Management
  • Leadership, Training and Coaching
  • Quality Management
  • Process Design and Documentation
  • Service Delivery & Online Sales (E-commerce)
  • Market Research and Competition Analysis

FUNCTIONAL EXPERTISE DEMONSTRATED

MULTITRADE                                                                                                      October 2013 – Nov 2014 Retail Store Front

ACCOUNT MANAGER

Managed the Retail Store (Taking Courier Bookings from Institutions and Banks)

UTSAV FASHION PVT. LTD., NEW DELHI                                                          June 2012 – Sep 2013

An Indian Ethnic Fashion Store for the Customers abroad, Utsav Fashion started its journey as offline Retail Store and moved to Online at 2003

ASSISTANT MANAGER-BUSINESS PROCESS LEAD  

Process Re-engineering and Business Process Documentation                                                 

  • Administered Business Forecast Planning & Development for Tadpolestore.com
  • Designed India Business Plan Development for UtsavFashion.in
  • Collaborated with technology team to develop Vendor Panel App for streamlining the Buying and Merchandising Process
  • Process Documentation and Quality Management
  • Online Presence & Allocation of Merchandise for Tadpolestore.com
  • Directed the Ecommerce User Experience and Analyzed the Visitor Engagement Activity for Tadpolestore.com
  • Redesigned Range Planning & Merchandise Purchase Strategy for Utsav Fashion

PROJECTS:

  • Pioneered Customer Discount Program & Customer Refund Program – Utsav Fashion (Lean Project), 2012
  • Designed Vendor Relation Form & Formulated Vendor Evaluation Criteria
  • KRA/KPI Design Project for the Functions across Utsav Fashion, 2013
  • Developed Functional Training Module for Buying and Merchandising Function, 2013
  • Designed Employee Discount Program (Utsav Fashion), 2012

MAKEMYTRIP.COM, GURGAON                                                                         May’10-May’12

Assess the outsourced Call Center Quality Metrics for the Service Delivery Team In-house and Supervised the Call Calibration Sessions

Sr. QUALITY EXECUTIVE

  • Evaluate Call Centre Performance, Conducting Mystery Market Research and Vendor Management
  • FCR & C-SAT Analysis to initiate Improvement plans and enhance the product delivery with other departments
  • Constructed Lean Program w.r t the Call Centre Script & Soft Skills Delivery
  • Training & Mentoring for the Holiday Domestic Hotels-Pilot E-mail Process
  • Designed the Customer Feedback Survey Questionnaire & Transaction Quality Audit Forms for Website & Call Centre
  • Defining the SLA Metrics and Operational Definition for the Call Centre Process
  • Driving Net Promoter Score Improvement by Customer Feedback Analysis

PROJECTS:

  • Hotel (Domestic Product) Customer Experience-Product Streamline, 2012
  • Reduction In FCR Loss (Dom Holidays), 2010

 M/S HYPERQUALITY INDIA PVT. LTD, GURGAON                                                     Mar’07-Nov’09

QUALITY CONSULTANT                                                                            

Evaluate the Call Center Metrics as per the Customer Experience Management                            

S WIPRO BPO SOLUTIONS (OKHLA)                                                                    Dec’04-Mar’07                                                                                                   

Sr. TECHNICAL SUPPORT ASSOCIATE 

Moderated as a support person on calls for the Dial-Up ISP (Compuserve and Walmart Connect)                                                    

EDUCATION

2004, B.ED Dibrugarh University, Assam

2002, B.A (English) Dibrugarh University, Assam  

 PROFESSIONAL CERTIFICATIONS/TRAININGS

 2014, Developing Innovative Ideas for New Companies: The First Step in Entrepreneurship

2013, Digital Marketing Training

2011, Lean Six Sigma Green Belt, AIQM, Pune

Thanks a lot!

 

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