Customer Service Manager

Sachin V. Chitaliya

*** - ****, ****** ****, ***** York, Ontario M9M 3A1

Ph: 647 - 865 - 5922 Email: ***************@*****.***

Objective:

To make a career in the services sector in a role that offers growth,

learning & responsibility and to contribute in not only ensuring

profitability but also in enhancing customer satisfaction.

Profile:

A professional service manager with 10 years of experience gained in the

blue chip markets. Proven ability to consistently deliver results. A

natural facilitator and skilled in translating the needs of the customer

into deliverables, on time, every time while forging relationships that

build the loyalty base of the future. A strong team player, leader by

example inspiring others toward shared goals. Driven by a personal passion

for excellence and professional loyalty, practicing the ideals of quality

through vision.

Professional Experience:

August 2009 - Till Date: Rogers Communication

Sales consultant- Consultant

. Handling inbound calls, solved customer queries, converted prospective

customers into sales by selling them television, telephone and

broadband packages

. Assisted Sales Manager in attending and organizing the meeting,

provided an effective training on up sell and soft skill to enhance

the business

. Handling escalated calls disputes of customer & manage team in absence

of Sales manager as Floor support

. Took an initiative and play an active role in performance planning and

goal setting and attended 121's, Personal Development Programmes and

Team Briefs

. Arranging innovative competitions & methods to motivate individuals

and was commended for these efforts

. Motivating individuals for exceptional performances and was the best

team for Up sells/Cross sells for June/ July

June 2008 - July2009: Essar Virgin (THE MOBILE STORE - Retail Chain)

Assistant Manager - Training

. Identified the training needs of employees & ensured effective

training

. Provided training on process, behavior, communication, systems and

selling skills

. Facilitated systems, product and customer service training

. Prepared Micro Information System Report, Maintained and monitored

training records, data and analysis across organization, updated

employee skills, conducted field visits and post training follow-ups.

. Prepared modules on selling and soft skills and customized according

to market needs.

. Organized venue for training, conference and trade shows and

negotiated on monetary part.

. Arranged refresher training programs on the base observation of field

visits and data analysis.

August 2007- April 2008: Fortune International Ltd. UK

Training Manager

. Identified the training needs of employees & ensured effective

training

. Implemented Training and Launching plans to meet objectives

. Facilitated systems, product and customer service training

. Provided training on process, behavior, communication, systems and

selling skills

. Prepared Micro Information System Report, Maintained and monitored

training records, data and analysis across organization, updated

employee skills, conducted field visits and post training follow-ups

. Prepared modules on selling and soft skills and customized according

to market needs

. Coordinated and integrated Launching and Training activities

. Implemented and designed broachers and leaflets and maintained quality

assurance processes

. Made improvements in sales by Road shows and booth activity in

conferences

. Given presentations or briefings on all aspects of the service launch

. Participated in phase, milestone, and final project reviews

. Identified project documentation requirements or procedures

. Developed and implemented on marketing and service launch plan

. Determined appropriate products or services with clients to define

project scope and requirements

August 2005 - August 2007: VIRGIN MEDIA (Formally NTL.) UK

Associate Training Coach (Elevated from Customer Care Advisor)

. Assisted the Training Head in attending and organizing the training,

provided an effective training on up sell and soft skill to enhance

the business,

. Facilitated systems, product and customer service and up sell/ cross

sell training

. Arranged innovative competitions & methods to motivate individuals for

exceptional performances

. Motivated and managed performance of helpdesk staff and to facilitate

their training and personal development on an ongoing basis

. Ensured the timely resolution and feedback by the Associate Training

Coach of outstanding calls

. Ensured management presence on the desk to achieve the required level

and quality of service across business

. Conducted one-to-ones with helpdesk staff, giving feedback on

performance and communicating helpdesk goals and deliverables

. Escalated significant incidents or calls which can't be resolved to

2nd line, collated relevant information relating to incidents

concerned and added in training modules to cover such issues

. Undertaken specific projects and participate in initiatives as

requested by the Training Head

. Ensured progress of incidents/ issues with Sales Associates and Help

Desk Associates

. Floor walk, acted as a point of reference/ escalation for helpdesk

staff and ensuring adherence to procedures

. Elevated to manage team in absence of Team leader and elevated as

'Lead Associate' of Team and the only person to hit all Key Parameter

Indicators for all months.

Jan 2004 - March 2005: Gold Shield Services plc.

Brand Ambassador (out bound process)

. Made calls to customers in U.K, built relations, solved customer

queries and converted prospective customers into sales by selling them

health supplements and achieved optimum customer satisfaction.

. Taken care of customer's health and sold them the service and health

supplements so as to retain them

. Handled query and customer care issues

. Consistently performed from 1st month and gave growth of 15% from

allocated Data-Base and added value

Elevated to a team leader because of outstanding performance and

handled a team of 4 people

January 1998 - December 2003: Ranbaxy Lab. Ltd.

District Sales Training Manager (Pharmaceutical division)

. I was appointed as 'Medical Representative' and elevated as District

Manager

. met new and old customers face-to-face, endeavored to expand the

client base and made consistent sales.

. Dealt with prescribed drugs & medicines and involved in launching new

products

. Responsibilities were handling a team of skilled people and dealt with

prescribed medicines

. Described products and developed relation with Doctors, Chemists and

Distributors to achieve target

. Actively participated in new product launch, booth campaign and road

shows

. Organized medical education Programs for doctors by inviting renowned

personalities from related field

. Organized medical awareness lectures and Diagnostic camps for patients

and achieved target consistently

Achievement:

. I was congratulated by the C.E.O. of the company in the month of

October for achieving excellent sales which equates to an added value

of 23% also received an acknowledgement letter from Gold Shield UK for

the same.

. I was on top in up sell nationally for consistently 10 months and

received letter of acknowledgement from SIR RICHARD BRANSON in VIRGIN

MEDIA UK

. Became 'NATIONAL VOICE FORUM' member of management to communicate and

consult between the management and Colleagues on matters of mutual

interest in VIRGIN MEDIA UK

Education:

. April 2008 M.B.A. in Marketing UK

. February 2007 Diploma in Neuro Linguistic Programme (N.L.P.)

- Manchester UK

. April 2006 Call CentreOperation & Management Diploma -

Chichester University UK

. Jan- 2002 Adnance management traing (People Management)

. MAY-1996 Bachelor of Commerce

Computer Skills

. MS Office (excel, power point, word, paint and outlook)

. Coral Draw

. Photoshop & Page Maker

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