Kajal Harri Ram
Verulam, Durbam
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Datatech Solutions Yebo/Punt Casino
06.2020 - 05.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Retail Store Manager
Twisp The Alternative Smoking
11.2015 - 01.2020
- Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
- Completed routine store inventories.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Evaluated employee performance regularly provided constructive feedback coaching opportunities improvement recognition outstanding achievements.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Improved store sales by implementing effective marketing strategies and attractive visual merchandising.
- Optimized store displays and appearance via strategic merchandising.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Trained team members in successful strategies to meet operational and sales targets.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Reduced shrinkage levels by closely monitoring security measures, conducting staff training, and implementing loss prevention initiatives.
- Managed store organization, maintenance, and purchasing functions.
- Continuously assessed store layout to optimize product placement for enhanced visibility and impulse purchases from customers.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Streamlined store operations through the implementation of efficient scheduling systems, task delegation, and performance monitoring.
- Increased average transaction value by upselling products, promoting add-ons, and cross-selling complementary items.
- Mentored team members to enhance professional development and accountability in workplace.
- Optimized inventory management with regular audits, forecasting demands, and adjusting orders accordingly.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Prepared comprehensive reports detailing key KPIs such as sales figures customer demographics inventory turnover rate sharing data higher-ups actionable insights improvements needed areas.
- Ensured compliance with company policies and local regulations regarding safety standards, licensing requirements, staff conduct in-store procedures.
- Enhanced customer satisfaction through training staff on exceptional customer service practices and conflict resolution techniques.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback, and rewarding superior performance.
- Coordinated staff training sessions on new products sales techniques ensuring team members well-versed equipped effectively sell merchandise meet customer needs.
- Boosted employee retention rates by fostering a positive work environment, providing growth opportunities, and offering competitive compensation packages.
- Developed strong vendor relationships to ensure timely delivery of products while negotiating favorable terms for payments or discounts on bulk purchases.
- Managed inventory control, cash control, and store opening and closing procedures.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Supervised guests at front counter, answering questions regarding products.
- Assisted with hiring, training and mentoring new staff members.
- Approved regular payroll submissions for employees.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Trained and guided team members to maintain high productivity and performance metrics.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Sales Agent
CCI Call Center
01.2015 - 09.2015
- Developed strong relationships with clients through excellent customer service and regular followups.
- Assisted call-in customers with questions and orders.
- Increased sales and customer satisfaction through personalized servicing.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Explained features and advantages of Type products or services to promote sales.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Achieved top performer status within the company due to consistent high sales numbers.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Leveraged CRM software to efficiently track leads, manage contacts, and monitor progress toward goals.
- Identified new targets, developed new business opportunities and presented product lines to customers.
- Delivered engaging sales presentations tailored specifically towards individual client needs, demonstrating a deep understanding of their business and industry.
- Used Salesforce CRM software to record personal information and purchases of contacted prospects.
- Enhanced product knowledge through continuous training and professional development opportunities.
- Provided timely feedback from customers to the product development team, contributing valuable insights into potential improvements or enhancements.
- Utilized CRM software to manage customer accounts and track performance metrics.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Built relationships with customers and community to promote long term business growth.
- Negotiated prices, terms of sales and service agreements.
- Informed customers of promotions to increase sales productivity and volume.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Kept detailed records of daily activities through online customer database.
Receptionist
Niven Clothing Industries
11.2013 - 12.2014
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Responded to inquiries from callers seeking information.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Assisted with onboarding new clients and securing paperwork completion.
- Maintained visitor log for entering and leaving facility for security purposes.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Contributed to team success by cross-training in various administrative roles, providing backup support when necessary.
- Increased customer retention rates through exceptional communication skills and problem-solving abilities.
- Played an instrumental role in maintaining a clean work environment by coordinating office maintenance and cleaning schedules.
- Assisted in the planning of office events and meetings, ensuring smooth execution and positive outcomes.
- Reduced incoming call response time by implementing an effective call routing system.
- Managed conference room schedules to ensure efficient use of space for meetings and other events.
- Coordinated travel arrangements for executives, ensuring seamless itineraries that met all requirements.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Organized, maintained and updated information in computer databases.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Scheduled office meetings and client appointments for staff teams.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
- Tracked important information in Software spreadsheets and ran reports or generated graphs using data.
Education
Higher Certificate - Human Resources Management
IQ Academy
East London11.2021
Bachelors - Matric Grade 12
Trenance Park Secondary
Verulam11.2013
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Call center experience
- Microsoft Excel
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft Outlook
- Scheduling
- Product Knowledge
- Appointment Scheduling
- Order Processing
- Team Development
- Administrative Support
- Microsoft PowerPoint
- Staff Training
- Building rapport
- Quality Control
- Filing
- Live chat support
- Clerical Support
- Assertiveness
- Store maintenance
- Stock management
- Retail store support
Timeline
Customer Service Representative
Datatech Solutions Yebo/Punt Casino
06.2020 - 05.2024
Retail Store Manager
Twisp The Alternative Smoking
11.2015 - 01.2020
Sales Agent
CCI Call Center
01.2015 - 09.2015
Receptionist
Niven Clothing Industries
11.2013 - 12.2014
Higher Certificate - Human Resources Management
IQ Academy
Bachelors - Matric Grade 12
Trenance Park Secondary
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