Innovative and Performance-driven professional with a deep passion for technology and business. Skilled in coordinating programs, business planning and culture development. Possess the ability to work with excellent leadership skills,and great time management skills.
Skills
Strong Customer-Service skills
Excellent Organizational skills
Strong Communication Skills
Strong Work Ethic
Team development
Program coordination
Customer acquisition
Experience
04/2009 to Current
EntrepreneurBloomin' Brands, Inc. – Grand Rapids, MI,
Authorized Agent for Southern Travels India ltd & SOTC Holidays and Sold many vacation packages to individuals and groups. Also, an authorized agent of Star Health Insurance pvt ltd and served as a sub-broker of Shriram Insight for few years.
Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings and rental car reservations.
Enhanced customer satisfaction ratings, researching travel options, negotiating rates, presenting best deals and resolving issues efficiently.
Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets.
Cultivated strong value-added relationships with customers daily by delivering accurate travel itinerary and knowledge to drive business development.
Achieved top satisfaction, retention and referral rankings on consistent basis.
Improved productivity initiatives, managing office support tasks and coordinating itinerary and scheduling appointments.
Responded immediately to clients' questions, issues, and complaints and found effective solutions when required.
08/2004 to 04/2009
Managing PartnerVIMSONS Teleservices – City, STATE,
Delivered high level of service to all peers, management and clients in effort to extend partnerships for future opportunities.
Actively Co-ordinated with Tata Indicom Company business team.
Interviewed, hired and trained 25 staff members ( Sales Executives, Collection Executives, Front Office Staff, Installation & Repair Team)
Implemented successful promotional strategies and reductions in costs that grew revenue.
Improved team productivity by by directing strategic initiatives.
Reviewed daily and overall financials to ensure profitability.
Facilitated firm's everyday administrative operations, supervised support staff and verified office remained compliant with state, federal and local regulations.
Facilitated integration of new technology into daily processes.
Worked closely with product specialists to manage sales effectiveness.
Analyzed sales and company data and presented findings.
Monitored all procedures, including those regarding safety and deadlines to keep everything on track.
Managed new projects and delegated specific tasks to employees.
Developed and implemented process improvements and key business procedures.
09/2002 to 03/2004
Senior Customer Care ExecutiveDell Financial Services (DFS) – City, STATE,
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Recorded details of all inquiries, complaints and comments.
Answered customers' questions about services and products offered at Dell.
Kept customer and system account information accurate and current to support timely resolutions for all concerns.
Assessed customer account information to determine current issues and potential solutions.
Referred unresolved grievances to designated departments for further investigation.
Consulted with customers regarding needs and addressed concerns.
Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
Maintained high satisfaction score by consistently resolving first-call issues.
Handled escalated queries and complaints from customers and staff, sharing positive outcomes as training tools.
Trained new employees on company customer service policies and service level standards.
Assisted customers by answering questions, addressing concerns and providing current account information.
Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
Demonstrated in-depth knowledge of products, services and policies to coach team members.
Provided daily direction to call center associates.
Education and Training
Expected in 08/2002 to to
MBA: Vellore Institute of Technology - Vellore, GPA: Status -
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