Open to opportunities

Mangala Divanji

@mangaladivanji

Message

Customer service representative with strong technical and analytical skills.

United States

Message

What I'm looking for

I am looking for a role that offers growth opportunities and values customer-centric approaches.

I am a dedicated customer service representative at Luxottica, bringing over four years of experience in client-facing roles. My journey has equipped me with a robust understanding of customer engagement, technical support, and problem-solving. I am currently pursuing a Salesforce CRM administration certificate, showcasing my commitment to continuous learning and professional growth.

Throughout my career, I have excelled in various capacities, including as a subject matter expert, where I coached new batches and assisted Medicare and Medicaid customers. My ability to analyze customer order errors and provide effective solutions has resulted in high satisfaction ratings, with a 98.7% overall score in customer service experience. I pride myself on my strong interpersonal skills and my ability to multitask effectively, balancing my professional responsibilities with being a dedicated homemaker and mother.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Luxottica

Aug 2021 - Present (3 years 11 months)

Assisted Medicare and Medicaid customers and vision providers with service and support issues, resolving problems to increase customer satisfaction. Mentored new training batches as a Subject Matter Expert, ensuring adherence to company objectives.

Customer Service Problem Solving Mentoring Coaching Customer Satisfaction Communication Teamwork Medicare Medicaid Training

Current

Store System Support

Current

Luxottica

May 2023 - Present (2 years 2 months)

Provided comprehensive store system support, troubleshooting hardware, software, and network issues for various retail locations. Achieved a 95.7% overall satisfaction rate in customer service, associate courtesy, and knowledge.

Microsoft Teams Cisco AnyConnect NetIQ IManager Cisco Meraki DSR Broadband Provisioning

Current

Test Scorer, Seasonal Projects

Current

DRC (Data Recognition Center)

Evaluated teacher certification candidate responses and scored them according to supplied guides, ensuring reliability. Participated in training and discussions to meet quality and productivity requirements for scoring programs.

Test Scoring Quality Control Data Evaluation Productivity Reliability English Language Biology Education

Customer Service Representative

Luxottica

Apr 2021 - Aug 2021 (4 months)

Assisted customers and vision providers with service and support issues, resolving problems to increase customer satisfaction and retention. Ensured productivity and quality levels were met to exceed customer and company expectations.

Customer Service Customer Retention Communication Teamwork Productivity Quality Assurance Customer Satisfaction Business Judgment Customer Support

Education

Degrees, certifications, and relevant coursework

University of Mumbai

Bachelor of Commerce, Commerce

2008 - 2011

Completed a Bachelor of Commerce degree, gaining foundational knowledge in business and financial principles. Developed skills in various aspects of commerce relevant to professional environments.