ARUN SHARMA

Long Beach, CA 90805

(562) 896-8379
Email: as10621fc@westpost.net
OBJECTIVE
A full time position with an established organization that enables me to utilize
my knowledge, skills, and abilities in a challenging and fast-paced environment
.
COMPUTER SKILLS
PC and MAC Proficient: Advanced Microsoft Office (Word, Excel, Outlook, and Powe
rPoint)
Salesforce, ACT!, Proprietary Software Systems (Lean, Coin), Internet savvy
Ten Key by touch
Typing speed of 50 WPM
Strong verbal, written, and professional communication skills
PROFESSIONAL EXPERIENCE
Aerotek/Toyota Motor Sales, USA, Torrance, CA
National Customer Relations
November 2009 August 2010
Handled 40 inbound calls a day
Assigned to one of four call centers based on business needs.
Respond to customer inquiries and/or complaints via phone, letters, email, and/o
r chat in the Tier 2, Toyota, Scion, or Lexus contact centers.
Promote products and services, fulfill customer requests, and ensure customer re
tention and satisfaction.
Must retain extensive knowledge of basic and power train warranty and extended w
arranty benefits and what customer vehicles repairs qualify for warranty coverag
e
Exercise the proven ability to diffuse irate customers and create a win/win situ
ation.
Required to complete detailed documentation and proper coding in regards to cust
omer inquires which may require dealer, customer relations managers, and regiona
l representatives support.
Analyze customer brand and service loyalty through various means before offering
goodwill reimbursement for repairs, parts, and/or labor.
Explain what latest information and technology is being utilized in regards to w
orldwide safety recall of over 8 million vehicles and what vehicles are involved
and what repairs will be conducted.
Demonstrate empathy to every customer in regards to unfortunate events like acci
dents, injuries, fatalities, and vehicles unusual problems and concerns.
Able to effectively use Toyotas IANA methodology of Identification, Assessment,
Negotiation, and Action.
JDR Computers Incorporated, Santa Fe Springs, CA
Team Lead/Customer Sales Specialist
January 2008 July 2008
Trained and skilled to take in-bound customer sales calls and escalated customer
issues for DirecTV and/or Dish Network cable systems
Provided team support for answering agent questions and resolved escalated custo
mer service calls
Supported and assisted in the education of team members on system changes and en
hancements
Assisted management in monitoring performance and helped identify team
members that may require additional assistance and coaching
Demonstrated organizational, detail orientation, prioritization skills and time
management skills to ensure that work related activities are completed in an acc
urate and timely manner
Maintained high level of confidentiality and worked with highly
sensitive data and information
Assisted with keying IEX exceptions and used the appropriate Microsoft suite of
products to provide assistance in preparing team notices, gathered metric report
ing and other types of activities requiring the use of Microsoft applications
Effectively listened to ensure understanding of instructions and directions and
effectively communicated progress and problems to co-workers and management
Bank of America, Glendale, CA
Senior Custmer Service Specialist (Small Business)
June 2004 October 2007
Handle 50 to 80 inbound calls a day for complex and escalated issues from custom
ers or internal partners providing seamless delivery of sales fulfillment, servi
ce, and administrative requests
Perform routine account related transactions (i.e., opening new accounts, comple
ting the account set up process, performing account maintenance)
Cross-selling or up-selling of financial products that will benefit customers bu
siness
Solve problems, investigate, and resolve a wide variety of issues and requests w
ith other support organizations
Route, maintain, and track outstanding service requests and provide thorough fol
low-up
Ability to sell and retain knowledge of multiple products that can assist custom
ers to generate profits while deepening the relationship with Bank of America
24 Hour Fitness Orange, CA
Physical Fitness Professional
October 2003 June 2004
Retained minimum of thirty clients by prescribing a specific number of sessions
of training needed to reach fitness goals
Provided individual, specialized fitness programs including food intake, cardiov
ascular training, vitamins and supplementation, and resistance training
Educated clients in the benefits of health and fitness
Created a customized menu plan to complement high intensity workouts
Extra (Time-Telepictures/Time-Warner Television Distribution)
Glendale, CA
Associate Producer
February 1999 October 2003
Assisted producers with feature development (responsible for selecting footage a
nd sound bites for breaking news and conceptual/special pieces), as well as scri
pt development and writing, commercial teases, and graphic/paintbox coordination
Developed and pitched ideas for future stories
Researched archived data as well as follow-up information to include in featured
pieces
Communicated with New York Extra bureau and news bureaus regarding feeds to aid
in completion of features
Noted track (voice over/narration) times as well as track fixes for Extra talent
to complete narration for daily and weekend shows
Transcription
October 1997 February 1999
Logged/Typed interviews (questions and answers) verbatim and noted b-roll to ass
ist producers in selecting soundbites for features
Worked beyond scheduled work hours, completing interview logs within deadline
Occasionally logged tapes by hand as necessary
EDUCATION
University of Phoenix, California
Bachelors of Science degree in Business Management
Graduated September 2009