Rasika Aryal
Customer Service Expert
Dubai
Summary
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.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
14
14
years of professional experience
1
1
year of post-secondary education
1
1
Language
Work History
Relocation Specialist
BTR International
Mumbai
11.2021 - 12.2022
- Providing customer service to the VIP expats, with no service failure
- Handling clients like, Pepsi co, Phillip Morris, GE, Google, Microsoft, Citi Bank, The Schlumberger etc
- Manage end to end relocation for expatriates from third countries (ex India)
- Appointing agents to complete the packing services in origin country and delivery services at destination country, commonly outside India
- Coordinating between the client, agents and business to complete the relocation process seamlessly
- Updating the systems of the business and all the agents and client at the same time
- Collecting documents from client required to export and import the shipment (air or sea) in to different countries as per the country’s requirement
- Managing the time lines for the shipment to arrive in a country and dispatch shipments from the country as per the client’s expectation without any service failure
- Arranging for any additional services required by the VIP’s like shuttle service, handyman, maid services etc
- To increase the profit margin by being attentive to minute details of the move requirement and incur additional profit
- Billing –
- Collecting the documents from origin country agent related to billing
- Collecting backups and receipts for any extra services provided in the origin country
- Collecting the documents from destination country agent for billing
- Collecting backups and receipts from the destination agent for any additional services
- Verifying the weight and volume of the shipment to establish the correct base for billing
- Billing is done on the basis of weight for sea shipment and volume in case of air shipment
- Collecting the CAT scale ticket and weight ticket from agents and honoring their bill based on the same
- Verifying all the charges charged by different agents against the services provided by them in the particular relocation of the client
- Verifying their invoices with the agreed rates with us
- Disputing and negotiating the rates if any charges are incorrect
- Getting the revised and final invoice from the agents
- Collecting all the relevant data and finally raise the invoice to the business
- Adhering to the TAT of 7 days for billing with all the above activities
- TAT starts from the day of delivery of a particular shipment
- Answer the audit queries from the business and close the same within TAT of 12 days.
Sr Customer Support
Big Basket
Mumbai
10.2018 - 10.2021
- Customer support – Mumbai region
- Handling customer complaints for entire Mumbai Region
- Preparing analysis data on the complaints on weekly basis
- Finding the gaps and deviations in the process and fixing them on operational front
- Dealing with delivery boys and fixing their issues in order to run the operations smoothly
- RCA on the VIP customer complaints
- Finding trends of the complaints and to fix them on operational front
- Supporting different departments with the various analyzed reports and data in order to fix the issue.
- Skilled at working independently and collaboratively in a team environment.
- Gained extensive knowledge in data entry, analysis and reporting.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Sr. Rate Auditor
XPO Logistics
Mumbai
08.2017 - 10.2018
- To closely monitor the contracts with the vendors and approve the invoices stuck into the system
- Check if the contracts are valid and if applicable for the vendor and the serviced lane
- Find the trends of the erroring the invoices and fix them by communicating with the vendor
- Allocating work on daily basis as per the workload and present strength of staff
- Grooming the fellow teammates
- Training the new joiners.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
Sr. Move Consultant
Writer Relocation
Mumbai
02.2015 - 06.2017
- Providing customer service with no service failure
- Achieved the top rating from clients in a row for 2 years
- Handled VIP clients like The Boeing company, Pepsi co, Phillip Morris, GE, Google, Microsoft, Citi Bank, The Schlumberger etc
- To manage end to end relocation for expatriates from third countries (ex India)
- Appointing agents to complete the packing services in origin country and delivery services at destination country, commonly outside India
- Coordinating between the client, agents and business to complete the relocation process seamlessly
- Updating the systems of the business and all the agents and client at the same time
- Collecting documents from client required to export and import the shipment (air or sea) in to different countries as per the country’s requirement
- Managing the time lines for the shipment to arrive in a country and dispatch shipments from the country as per the client’s expectation without any service failure
- Arranging for any additional services required by the VIP’s like shuttle service, handyman, maid services etc
- To increase the profit margin by being attentive to minute details of the move requirement and incur additional profit
- Billing –
- Collecting the documents from origin country agent related to billing
- Collecting backups and receipts for any extra services provided in the origin country
- Collecting the documents from destination country agent for billing
- Collecting backups and receipts from the destination agent for any additional services
- Verifying the weight and volume of the shipment to establish the correct base for billing
- Billing is done on the basis of weight for sea shipment and volume in case of air shipment
- Collecting the CAT scale ticket and weight ticket from agents and honoring their bill based on the same
- Verifying all the charges charged by different agents against the services provided by them in the particular relocation of the client
- Verifying their invoices with the agreed rates with us
- Disputing and negotiating the rates if any charges are incorrect
- Getting the revised and final invoice from the agents
- Collecting all the relevant data and finally raise the invoice to the business
- Adhering to the TAT of 7 days for billing with all the above activities
- TAT starts from the day of delivery of a particular shipment
- Answer the audit queries from the business and close the same within TAT of 12 days.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Passionate about learning and committed to continual improvement.
Executive assistant
Devharsh Infotech Pvt Ltd
Mumbai
11.2013 - 06.2014
- To Handle day to day activities of Director
- Processed travel expenses and reimbursements for executive team and senior management group.
- To maintain the dairy and fixing the appointments for the director
- Conducting meetings, weekly, monthly and annual meetings and to minute the same
- Conducting sales meeting, BOD meetings and to minute the same
- Co- ordination with different departments to help them overcome their daily minor or major obstacle and help the business run smoothly
- Handling the daily mails (Personal and business)
- Replying to the same
- To prepare quotations and invoices
- To fix the deal on the basis of the quotations sent
- Correspondence with local and overseas clients (written and verbal) to fix the deal and get the order
- Preparing financial budget of the company
- Handling office administration as well as handling factory administration
- Preparing policies for the company
- Handling factory workers queries and providing best suitable solutions to them
- Participate in decision making for the welfare of the factory workers.
- Answered high volume of phone calls and email inquiries.
Sr Executive
Capita India Pvt Ltd
Mumbai
03.2009 - 09.2012
- Insurance
- Handling critical data of the investors of, who invested in Life & Pension policies
- Analyzing the data and issuing correct amount of retirement benefit to the policy holders
- Strategizing and implementing the plan of action to complete the work in stipulated time
- Keep eye on MIS and make plans to keep the work pressure at the lowest
- Streamlined operations to maximize business efficiency and profits.
- Also handling quality queue to keep check on errors
- Consistently deliver 100% quality, which is the demand from the process
- Train people successfully to create backup for the process
- Correspondence (Verbal & Written) with onshore team regarding up gradation of existing process and for solving queries
- Written correspondence with policy holders on day to day basis, answering the requests
- Providing solutions to their query (written & verbal)
- Arranging the call with policy holders in case of emergency
- Preparing quality report by analyzing MIS to help the team perform better
- Providing timely feedback to the team members in order to keep up to the performance.
Education
Accounts
University of Mumbai – Institute of Distant Education
Mumbai 06.2006 - 03.2007
HSC - undefined
Maharashtra Board, Pragati College of Arts, Commerce and Science
SSC - undefined
Maharashtra Board, Majunatha Vidyalaya English Medium School
Skills
Complaint resolution
Report preparation
Stocking and replenishing
Recordkeeping strengths
Route dispatch
Money handling abilities
Multi-line phone talent
Key stakeholder relationship building
CRM
Administrative support
Creative problem solving
Shipping procedures understanding
I love to explore new places and hence love to travel. I am an empath who like to meet new people
I love to explore new places and love to travel. I am an empath, who likes to meet and greet people around, make new connections etc. I am a go getter and a hustler too. I am also a strong believer of " The match is not won or lost till the last ball".
Timeline
Relocation Specialist
BTR International
11.2021 - 12.2022
Sr Customer Support
Big Basket
10.2018 - 10.2021
Sr. Rate Auditor
XPO Logistics
08.2017 - 10.2018
Sr. Move Consultant
Writer Relocation
02.2015 - 06.2017
Executive assistant
Devharsh Infotech Pvt Ltd
11.2013 - 06.2014
Sr Executive
Capita India Pvt Ltd
03.2009 - 09.2012
Accounts
University of Mumbai – Institute of Distant Education
06.2006 - 03.2007
HSC - undefined
Maharashtra Board, Pragati College of Arts, Commerce and Science
SSC - undefined
Maharashtra Board, Majunatha Vidyalaya English Medium School