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Customer Service Office

November 12, 2017

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Alia Baakza

+971********* +971********* +971*********,

Professional Synopsis

A self-driven professional with 16 years of experience in secretarial tasks, administration, operations management, customer service, human resources& corporate social responsibility.

Expertise in handling customer service operations with key focus on enhancing the customer satisfaction index using excellent interpersonal, communication and analytical skills and demonstrated abilities in customer relationship management.

Demonstrative excellence in conceptualizing and implementing various initiatives for enhancing employee relations and capability levels.

Proven skills in mentoring teams to work in sync with organization objectives & motivating them to achieve business and individual goals.

Key Competencies


- Top Performer for entire Citi Bank North America Unit - Mar 2004

- Highest Sales Referral for two consecutive months - Dec 2003 and Jan 2004.

- Customer Choice Award – 2006

- Special Recognition as a Star Performer - 2006

- Won the annual ‘Dream Team’ Award – June 2009

- Was selected as a Process Trainer for Technical Support Department. Successfully conducted training for 3 batches.

- Best Quality score - Jan 2004

- Selected as part of a cross functional group to introduce & drive a new work culture change within the organization called

‘Desirable Customer Communication’

- Worked with various sports celebrities like Anil Kumble (Former Indian Cricket Captain) and Glen Maxwell

(Australian Cricketer) during the program at Bandipur National Park (July 2011), Melanie Jones (former Australian women’s cricketer) and David Byrne (Australian athlete) during the Lifestyle Education program in Mumbai (May 2011). Experience

Golden Circles Management Consultancy DMCC, April 2015 – April 2017 Executive Secretary and Office Manager

- Managing 3 diaries – Director and 2 Managers

- Oversee calendars, including personal and professional events, for company Director

- Make all senior executive travel and entertainment arrangements

- Screen company Director’s phone calls, mail and email

- Prepare and maintain property schedule with all information about the Property name, Annual Rent, Contact details of Tenant & Renewal date

- Prepare and maintain Suppliers schedule with all information about the Price of Contract, Renewal date & contact person of the supplier

- Prepare and maintain schedule for car registration and insurance renewal

- Coordinate with tenants regarding Tenancy Agreement and maintenance related issues

Support HR & Employee Engagement


Result Orientation

Brand Management

Business communication

Operations Management

Customer Service Management

Performance Management

Quality Management

Corporate Social Responsibility

- Coordinate with suppliers for Quotation, invoices, approvals and completion of work on time

- Maintaining & updating file for each property

- Manage passport and visa renewals for Director and family members, staff

- Travel bookings and salary disbursement for Director’s personal staff and office staff

- HR Generalist

Strategic Marketing Exhibitions and Conferences, March 2015 Assistant - Conference Director

- Arranging meetings, prepare agendas and relevant documents

- Organizing travel and transport

- Organizing visa for foreign delegates

- Data collation

- Coordinating

Tech Mahindra Business Services (Formerly Hutchison Global Services), MumbaiJul2012 – May 2014 ExecutiveAssistant – GeneralManager (Brand&CommunicationsTeam)

- Extensive Diary Management of GM

- Arranging meetings, prepare agendas and relevant documents

- Organizing travel and transport

- Organizing daily commitments

- General office task - Day to day administration work

- Screening and managing calls on behalf of the GM

- Manage relationships with internal and external stakeholders, provide client servicing, providing information and handling issues independently

- Manage emails and correspondence - Respond to routine correspondence and maintain organized filing and follow- up systems and people for all correspondence and deadlines

- Minutes of the meetings and sharing with team and stakeholders

- Manage data and work on projects, presentations and reportsusing Microsoft Word, Excel or PowerPoint

- Additional duties / assignments done as and when directed by GM

- Managing GM mailbox and responding to emails

- Room Bookings

- Managing and organizing monthly meetings and reviews with the team

- Planning, scheduling and managing events

- Managing and arranging Appointments

- Responsible for business letters/correspondence and office document Senior Executive (Brand&Communication steam)

- Designing and Socializing the Corporate Social Responsibility Strategy

- Corporate Relations

- Event Management

- Employee Engagement

- Result Orientation

- Planning & Managing Resources

- Team Management

Senior Executive – Human Resource (Staff Welfare & Employee Engagement) Sep2011 – Jul 2012

- Planned, strategized, executed and co-ordinated the ‘Wellness Project’ aimed at enhancing employee health across the organization considering the shift-wise working hours

- Headed the Annual Achievers Awards Project

- Corporate Social Responsibility

Brand Ambassador for Red Dust India Foundation (NGO) Jan2011–Sep2011

- Chosen as the first Brand Ambassador to set up logistics and event management for Red Dust India Foundation


- Singlehandedly set up the first office for Red Dust India Foundation in Mumbai.

- Designed a new health presentation and an activity book for underprivileged children from NGOs.

- Conducted various lifestyle education programs with International and National Role Models and Ambassadors.

- Tied up with local NGOs to conduct welfare and well-being programs for the children.

- Participated and presented the work and vision of Red Dust India Foundation as one of the NGOs for the ‘Melting Pot’ seminar hosted by The Oberoi Hotel.

- Planned, scheduled and coordinated a lifestyle education program at Bandipur National Park (Mysore District, Karnataka).

- Created communication mails to spread awareness of the activities undertaken by Red Dust India Foundation and sent them to the HGS employees on a monthly basis.

Quality Leader/ Quality Coach Nov 2009 – Jan 2011

- Monitored calls, provided feedback, suggested process/policy/system changes, highlighted knowledge gaps for advisors in OJT, Model Office and Transition Department.

- Was accountable for setting and delivering targets as per number of teams on weekly and monthly basis.

- Delivered customer satisfaction at department level.

- Analysed and reported OJT & Transition team’s performance on a daily, weekly, monthly basis.

- Team member development & growth

Team Coach– Operations &On Job Training (OJT)Oct 2007 – Nov 2009 Leading a team of 30 members;

- To resolve customer queries and meet if not exceed set C-SAT, Quality, Efficiency, Service Level and Product/Process Knowledge targets.

- To train and transition all new entrants joining the department ensuring all required performance parameters are met by them and support and develop poor performing staff.

- Managed OJT and its sub-functions.

- Analyzed and reported teams&function’s performance.

- Ensured employee and team satisfaction, development & growth.

- Coached and managed a team of 20 members to resolve customer queries and meet if not exceed set C-SAT, Quality, Efficiency and Product/Process Knowledge targets.

- Created& maintained team performance reports, recorded and analysed team performance data and gave performance feedback to team members.

- Set up and implemented the On Job Training (OJT) process for Hutchison Global Services, India by leading a team responsible for training, monitoring and transitioning all new entrants in the organization. Customer Service Advisor Aug 2004 – Oct 2007

- Resolved customer queries while ensuring that each interaction meets if not exceeds C-SAT, Quality and Efficiency parameters. Kept self and team updated with product / process knowledge briefs and best practice exchanges.

- Supported supervisors with administration tasks by recording and analysing team performance data and managing team in supervisor absence.

Daksh E-Services (Citi Bank NorthAmerica), Mumbai – Financial Associate Sep 2003 – Jun 2004 Temple Flowers (Florist) - Manager Oct 1999 – Sep 2003 The Country Retreat – Telemarketing/Secretary to the MD Jun 1996 – Oct 1999 Qualifications

Academic: Post Graduate - Advertising & Public Relations from K.C. College of Management Studies, Mumbai - 2002 Bachelor’s Degree in Sociology from K.C. College, Mumbai– 2001. Professional: Customer Service Seminars- Hutchison Global Services Coach the Coach Program - Hutchison Global Services Handling Difficult Situation - Hutchison Global Services Desirable Customer Service - Hutchison Global Services IT Skills: Proficient with Windows, MS Office & Internet Applications.

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