Shivani Tanaji
Hyderabad
Summary
Results-driven Senior Associate with extensive experience in international client interactions, process training, and shipping operations. Adept in providing exceptional customer service, conducting data analysis, managing KPIs, ensuring quality control, and facilitating effective client communication. Demonstrated expertise in efficiently handling international queries, successfully onboarding new hires, and actively supporting process improvements.
Overview
3
3
years of professional experience
Work History
Senior Associate - International Shipping Process (Client-Facing Role)
WNS Global
06.2024 - Current
- Handle client communications for shipping operations, collaborating with Singapore-based clients to ensure smooth shipping and order fulfilment
- Act as a Subject Matter Expert (SME), assisting the floor with process-related queries and escalations
- Provide process training for new hires, guiding them through their probationary period and ensuring seamless onboarding
- Monitor KPI metrics and conduct quality audits to enhance process efficiency and meet client SLAs
Customer Service Associate - International Voice Process
IDP India Pvt Ltd
03.2023 - 03.2024
- Company Overview: (Contractual - Payroll: Quess)
- Supported international students with queries related to study abroad programs, visa applications, and university admissions in the USA, UK, Canada, Australia, and New Zealand
- Provided customer support via email and voice, ensuring high satisfaction levels and resolving issues efficiently
- Managed bulk mailings for student outreach, ensuring timely communication about deadlines and application processes
- Performed data analysis & reporting using Excel functions, Pivot Tables, and VLOOKUP to track student engagement and application status
- (Contractual - Payroll: Quess)
Customer Service Associate - Voice Process
PLANET PCI INFOTECH LTD
12.2021 - 12.2022
- Company Overview: (Contractual Employment)
- Handled customer queries and service requests via inbound and outbound calls
- Maintained customer satisfaction through promoters at 95% through prompt problem resolution and detailed documentation
- Assisted in data entry and quality audits for process improvements
- (Contractual Employment)
Education
M.Com - Master of Commerce
Stanley Degree & PG College for Women
01.2021
B.Com - Bachelor of Commerce
Sri Sarada Degree College for Women
01.2018
Skills
- Customer Service & Client Handling
- International Voice & Email Support
- Process Training & Mentorship
- Shipping & Logistics Operations
- MS Office (Excel, Pivots, VLOOKUP, Mail Merge)
- Data Analysis & Reporting
- KPI Management & Quality Control
- Problem-Solving & Adaptability
- Training and mentoring
- Performance monitoring
- Team leadership
- Team supervision
Mcomproject
Job Satisfaction of Employees, Analysed factors affecting employee job satisfaction in the event management sector and suggested strategies for improvement.
Languagesknown
- English
- Telugu
- Hindi
Personal Information
- Hobbies: Playing Chess & Badminton, Music & Traveling, Interest in Hindu Epics & Mythology
- Nationality: Indian
Timeline
Senior Associate - International Shipping Process (Client-Facing Role)
WNS Global
06.2024 - Current
Customer Service Associate - International Voice Process
IDP India Pvt Ltd
03.2023 - 03.2024
Customer Service Associate - Voice Process
PLANET PCI INFOTECH LTD
12.2021 - 12.2022
B.Com - Bachelor of Commerce
Sri Sarada Degree College for Women
M.Com - Master of Commerce
Stanley Degree & PG College for Women
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