Divya Goyal Email & Phone Number

Edmonton, Alberta, Canada

• Provided excellent customer service and provided first level problem solving and first call resolution to appropriately respond to internal and external customer inquiries.• Created appropriate relationships with internal and external customers by demonstrating professionalism and customer service through person communication as well on telephone and in writing.• Completed customer requests and managed customer information using information systems and contact centre telephone softwares.• Demonstrated excellent organizational and time management skills meeting targets and managed a large variety of workloads. • Exhibited attention to detail and high standards of quality.• Promoted EPCOR’s services and products to customers, including energy plan sales for Encor customers as part of the deregulated competitive retail market in Alberta.

Edmonton

• Managing the credit, cash and check transactions with customers.• Operating scales, scanners and cash registers in an efficient manner.• Scanning the selected items and ensure the accurate pricing.• Issuing refunds, receipts, tickets, and change.• Attending customer inquiries resolve their complaints and provide information on policies.• Guiding the customers and recommend the items with relevant information.• Ensuring that the cash drawer is accurate at the end of day on closing schedule.• Performing basic arithmetic functions and returns the appropriate change.• Dealing pleasantly with customers to ensure satisfaction.

New Delhi, Delhi, India

• Managed and documented communication records with clients• Dispersed incoming mail to correct recipients throughout the office.• Managed records, developed spreadsheets, faxed reports and scanned documents.• Managed & scheduled calendar for senior managers and facilitated meetings.• Executed record filing system for effective document organization and management.• Ordered office supplies and placed orders to maintain adequate stock levels.• Reconciled invoices and processed payments for outstanding invoices; managed recorded for expense tracking.• Kept business, customer and financial record current and accurate on stay on top of changing information and directed to concerned team/staff members.• Responded and resolved internal as well as external customers’ concerns using standard procedures and escalating non-standard activities, as necessary.• Addressed queries of customers and concerns over the phone as well as in emails.• Prepared Quotes for Corporate Key Accounts and ensured timely submission of Quotes and Followed up for approvals and further negotiations, if required.• Ensured adherence to Corporate Order Acceptance Policy, standard terms and condition and export administration requirement. • Followed up to make sure effective and efficient resolutions to all the queries.• Assisted and followed up with teams by respecting coworkers, staying dedicated, and keeping everyone up-to-date on the status of routine activities.• Delivered quality customer experience and recommended operational improvements where opportunity exists to improve.• Worked closely with team and management for continues improvement on existing processes.• Ensured proper approvals and processed followed for any standard /non-standard terms and conditions.

New Delhi, Delhi, India

• Brought new clients with business accounts for the company.• Maintained client relations to extend business from existing clients.• Revived and restored business relations that have become cold.• Conducted surveys for continues improvement in process and business.• Involved in executive team to expand business. • Convinced clients’ inquiries and brought on board in business.• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging dispatching center environment.• Maintained customized services to existing clients to ensure client retention and met clients personally • Recorded and maintained files or records of customer requests other dispatch information

Master Of Business Administration - Mba, Marketing

Bachelor Of Commerce - Bcom, Business/Commerce, General