Customer Service Manager

COVER LETTER

Greetings!

Please accept this letter along with my resume as an expression of my interest in a position with your organization.

I’m a Civil Engineer from a top ranking university in Asia with a total of 8+ years of experience with speciality in Project Coordinator, Client relationship Management and Administration Management.

I bring on the table an experience spread across Real Estate, Education and Information technology industries with the following core expertise:

Student/Client Relationship Management:

Established and maintained beneficial and trusting relationships with Students/Customers & vendors alike, optimized Client service and support; monitored relationship profitability and developed strategic and innovative ideas to accelerate revenue.

Leveraged superior communication, time management, and motivational skills to propel projects and teams to peak results.

Utilized my exceptionally strong analytical skills to look over any critical customer service issue and make recommendations that have lead to important client retention

Administrative support/ Coordination:

Developing schedules, task lists and calendars for team as well as huge projects, overseeing daily activities, preparing and updating presentations and documents, proposals. Providing recommendations with a strategic eye and implementing.

Co-ordination: Scheduling teams meets, creating minutes of meeting, liaising and building effective working relations with senior management and partners and keeping them up-to date. Budget maintenance, research, project tracking.

Supplier/Vendor management: Maintain supplier database, negotiate – close contract, act as one point contact for vendors. Manager, update and maintain due-diligence of contracts.

Furthermore, I carry an extensive international travel background (Work & leisure), comfortable working with and in different cultures. The travel added to building highly collaborative and effective working relationships, returning with more transferable skills to work, and working outside the comfort zone adding to resourcefulness and resilience.

In support of my credentials, I attach here my professional profile. I believe this brief account of my experience will intrigue you. I seek a personal audience enabling me to present my credentials which can contribute towards strengthening the organization. I can be reached by email at *****.*******@*****.*** or by phone at +1-647-***-****

Thank you so much for your time.

Yours Sincerely,

Sneha Kachroo

Professional Experience

Over 8+ years of work experience with focus on Project Management and Customer Service spread across multiple industries in India and UAE

Employment History

Single Point Group International (Collection Group of Canada) July 2017-Sept. 2017

Real Time Analyst

It has been providing specialized call centre services to North American businesses since 1947. Single Point

Group International Inc. is the holding company for recognized industry leading brands, which include: Credit Bureau of Canada Collections (CBCC)

and Collection Group of Canada (CGC).

Queue Management; Actively monitor queue activity, agent adherence and KPIs.

Identify performance gaps and recommend action to maintain SLAs.

Determine action for closing performance gaps and provide immediate recommendations to operations partners

Re-forecast intraday call volume, AHT, shrinkage and staffing for multiple contact types based on current trends and historic data.

Amity University, Dubai June 2016 – Jan 2017

Project/Academic Coordinator

The Amity Education Group is a leading education group having campuses across Dubai, London, Singapore, New York, Mauritius, China and Romania.

Effective coordination of all Management programs (MBA, BBA & B. Com) as well as the provision of leadership to faculty in the design and delivery of the programs & courses.

Make recommendations regarding the design, development and revision of programs.

Coordinate program team activities and provide an orientation and curriculum consultation to part-time faculty.

Green Curve Interiors LLC, Dubai Sept. 2015-May 2016

Client Relationship Manager

Green curve is a turnkey solution provided company which provides integrated Design, Consulting and Interior fit out services for clients across a broad range of industries throughout the UAE and India.

Operate as the lead point of contact for any and all matters specific to the customers.

Ensure the timely & successful delivery of the solutions according to customer needs & objectives.

Engaging in Project Management duties.

RiSOLVE Technologies LLC. – Dubai March 2015-Aug 2015

Business Development Manager

RiSOLVE Technologies LLC is a Business solutions implementation and consulting services company and a value-added service partner of Epicor ERP solution in UAE.

Engage in relationship building activities to better foster successful sales strategy & client solution.

Partner with RiSOLVE’s marketing team to align marketing and Business Development strategies to develop effective client solutions.

Aid the Business Development team through the creation of service offerings, proposals, and presentations while making recommendations for potential customers.

SP Jain School of Global Management – Dubai June 2012-March 2015

Program Coordinator /Manager-Events and Alumni Relationships

S P Jain is an Australian Business school with campuses in Sydney, Singapore, India and Dubai.

Managing all aspects of all Events and arranging for the required materials by liaising with suppliers and ensuring of the quality of their service.

Initiate verbal and written communication with customers and hotel departments outlining details and specifics of the event including, payment structure, room block management, food and beverage, public room rental, exhibit hall fees etc.

Monitor and develop team member performance, providing supervision, scheduling, conducting counselling and evaluations and delivering recognition and reward.

Emirates Driving Institute – Dubai March 2010-May 2012

Marketing Executive

Emirates Driving Institute is the largest and the most successful Driving Institute in Dubai and the Middle East using its fleet of over 1000 vehicles in different vehicle categories.

Assisted in creating and implementing the marketing plans geared towards end users for each key product within the company portfolio, in line with strategy, targets and within budget.

Conducted Market research, face to face, telephonic and email surveys and competitor analysis on a regular basis.

DLF Projects Ltd. – Gurgaon, India Jan 2007 – Oct. 2009

Project Engineer-Planning Division

DLF Limited (Delhi Land & Finance) is one of the largest commercial real estate developers in India.

Planned all my projects by latest software tools like AutoCAD 2008, MS Access, MS Office 2007, Primavera (P6) & MS Project 2007 and prepared the cash flow charts accordingly.

Coordinated and monitored various projects across the India.

Awards & Certification

Certification in Primavera P6

Certification in Creative Problem Solving and Team building

Mabrook Award as a best performer in SP Jain School of Management

Certificate in Paper Presentation Competition at the University level during my Bachelor’s Degree.

SAP certification in progress.

Education Qualification

Post Graduate Diploma in Business Analysis & Process Management- Sheridan College of Management (Pursuing), Mississauga, Canada (2017-2018)

Exe Diploma in Business Administration - Westford School of Management, Edexel (UK), Pearson

Assured Organization (2015-2016)

Bachelor of Civil Engineering: D.Y Patil College of Engineering, Pune University (2002-2006)

Volunteering Activities

2017 Toronto Mandarin Multi Sirois Walk at Downsview park (Fund raised above 15,000 CAD)

With Smile zone for Fundraising Activity for Toronto Rock by MLSE Foundation 50/50 Program at Air Canada Centre, Downtown Toronto (Fund Raised above 14,000 CAD)

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