guptaurvashi57@gmail.
com
98737 84286
New Delhi 121009
Urvashi Gupta
Summary
Education And Training
Dedicated Service Specialist with 8+ years of experience in fast-paced environments.
07/2023
Proven track record in prioritizing tasks, resolving escalated issues, and enhancing
High School Diploma:
customer satisfaction. Known for effective billing management, collections, and
School Of Open Learning,
administrative support.
University Of Delhi
North Campus
Experience
Ossur India Pvt Ltd - Service Support Specialist
New Delhi, INDIA
06/2016 - Current
. Billing and Complaints Management: Resolved billing discrepancies by issuing
credit memos and correcting errors, improving customer satisfaction and
preventing recurring issues.
• Collections Management: Effectively managed overdue accounts through
communication and negotiation, reducing overdue accounts by 20%. Developed
procedures for handling disputes and chargebacks.
• Account Reconciliation: Conducted detailed analyses of customer
accounts, resolving discrepancies to ensure accurate financial records.
• Order Processing: Handled high volumes of orders efficiently, ensuring
accurate and timely fulfillment. Coordinated with departments to address
order issues and maintain customer satisfaction
• Invoicing and Documentation: Generated and managed invoices in
compliance with company standards, ensuring precise billing and financial
reporting.
• Customer Interaction: Resolved customer inquiries and issues promptly,
providing exceptional service and personalized support.
• Issue Tracking and Resolution: Monitored and documented customer issues
for quick resolution, analyzing patterns to suggest improvements.
• Escalation Handling: Managed complex customer issues, ensuring timely and
effective resolution and maintaining high levels of customer satisfaction.
• Administrative Support: Performed administrative tasks such as scheduling,
data entry, and document organization, streamlining operations and
facilitating audits.
• Accounting Support: Assisted with billing procedures and account
reconciliations, maintaining accurate financial records and collaborating with
accountants to address discrepancies.
• Record Maintenance: Implemented a systematic approach to document
organization, enhancing accessibility and compliance. Conducted regular
audits to ensure data integrity.
• Dispute Resolution: Investigated and resolved customer disputes and billing issues,
achieving fair resolutions and documenting improvements.
• Reporting: Compiled reports on financial performance, collections, and operational
metrics, providing actionable insights for stakeholders.
• Material and Inventory Management: Supervised material inventory, managed
inventory flow, and optimized stock levels through regular audits.
• Work Orders and Requisitions: Issued and managed work orders and requisitions,
coordinating with vendors and internal teams to ensure prompt fulfillment.
• Employee Training and Mentoring: Enhanced team performance through training
and mentoring, creating a positive work environment.
• Task Assignment: Delegated tasks to team members, monitored progress, and
adjusted assignments to ensure efficiency and project deadlines.
• Logistics Coordination: Coordinated shipments and logistics activities, optimized
routes, and resolved issues to ensure timely delivery of goods.
Skills
• Proficient in CRM systems (e.g., Salesforce), MS Office Suite (Excel, Word,
PowerPoint)
• Excellent communication, problem-solving, and negotiation skills
Achievements
• Improved customer satisfaction scores by 15% through effective issue resolution and
proactive support strategies.
• Successfully implemented a new billing system that reduced processing time by 25%.
Projects
• Led a project to streamline customer support workflows, resulting in a 20% increase
in issue resolution efficiency.
Volunteer Work
• Managed volunteer schedules and activities for a local non-profit, enhancing team
coordination and event execution.
