Manager Customer Service

geeti Dhatigara

***** ******** **** **. *** ***1, Stafford, Texas 77477

l Mobile No. 929-***-**** l *******@*******.***

Profile

E

nterprising, hard-working, possessing excellent communication skills and known for accuracy, attention to detail and timeliness in managing the relevant assigned functions for employers. Excellent approach to solving problems, able to work independently as well as in a team and can deal with duties competently. Ability to handle different responsibilities simultaneously and can adjust in any workable environment of a firm. Aiming at expanding my career through an opportunity which provides me with the enthusiasm and challenge to achieve my ambitions and improve my skills in a growing working environment.

Key Skills

Adaptable to any change of environment and flexible in embracing new technology

Have maintained a professional credibility while possessing a positive and confident attitude

Multi-tasking, team player and service oriented

Ability to work at a high degree of accuracy within tight deadlines

Excellent typing and communication skills

Achievement

Awarded the “Silver Mabrouk Award”, on March 01, 2003, recommended by General Manager Pakistan Mr. Abdulla Nasser Abdulla for “sincere dedication towards job and exceptional quality of work”.

Professional Experience

WILLY, NANAYAKKARA & ASSOCIATES, Houston

Administrative Assistant/Receptionist 03-03-17 To-date

Administrative Assistant:

Key Responsibilities:

Opening of files in LAWLOGIX (LLX) and sending out welcome Emails.

Invoicing the clients accordingly.

Take care of new login/password request from clients to ensure they are available to login to the system.

Setting up reminders for payments that are due of future dates.

Follow up with clients or legal department to collect payments that are due for that day.

Attorneys and legal assistants will request files to be closed once applications are approved or denied and the case is completed.

Answering or emailing all accounts related queries to both legal department and clients.

Co-ordinating with LLX to troubleshoot technical or general issues faced by legal side.

Updating and sending out file opening report, daily revenue and transaction report.

Informing Clients of their USCIS receipt/approval notices.

Daily Legal mail scanning & uploading to LAWLOGIX and Distribution to the respective Attorney’s.

Making checks for USCIS, reimbursing checks to Attorneys’ expenses related to the clients.

Review admin incentive and check calculation of formula before getting GRW approval and giving the information to Administrator to issue the checks for the staff accordingly.

Issuing checks for staff/vendors through Quickbooks.

Invoicing of clients in Quickbooks.

Creating estimates for clients through Quickbooks

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Making credit card payments for the day.

All Contracts files updation

Adding and terminating employees’ insurance during their entry and exit.

Review all vacation and late hour compensation requests

Track all sick/vacation days

Maintain spreadsheet that calculates accrued paid time off

Inform Jyothi when an employee needs to be docked prior to each payroll processing

Every month Radio Shows needs to be scheduled for the lawyers in the following manner :

oAt the beginning of the month email the Secretaries and let them know the schedule of the lawyers for the whole month

oConfirm show dates and times each month

oSchedule attorneys to participate for each show

oInform attorneys and show contacts who will be participating in each show

oAs needed, arrange for additional/extra show participation when something is newsworthy

HR Key Responsibilities:

Make new employee file containing Offer letter, Resume, I-9, W-2, Confidentiality agreement

Co-ordinate with IT regarding computer, email, copier code, phone extension and voicemail for new joinee.

Brief employee orientation

Deal with Health, Medical and Dental insurance. Get the forms filled by new employees and fax them over.

Receptionist Key Responsibilities :

Greet and direct all visitors, including clients, vendors or job candidates in a courteous and professional manner.

Answer and screen calls and direct them to appropriate individuals.

Answer basic questions for prospective clients who visit or call at the office.

Scheduling appointments, screening, routing all incoming calls and delivering messages to the appropriate person.

Manage, sort and distribute incoming mail and deliveries and record mail log in the system

Maintain client log information, assign numbers to prospective files in Microsoft Excel and maintain confidentiality

Collect the consultation fee from first time or prospective clients prior to the consultation and issue them their receipts

Make sure the Board Room and Conference Rooms (A,B) are all set up for meetings, all necessary supplies are present and in good condition.

Organize office fixtures and required forms in Conference rooms..

Maintain safe and clean reception area by complying with procedures, rules, and regulations

Ensure the waiting area has reading material available

General oversight of the area to see if the lights are working; inform the administrator if anything needs to be replaced

Updation of staff extension/personal contact numbers

Updation of Administrative forms.

Ordering of letterheads/business cards

Maintain and order stationary items from Office Depot for office use to ensure there is an adequate amount of supplies in the office.

Review Office Depot invoices with AR department to ensure correct billing and charges.

Konika Minolta service calls / toner order / invoice correspondence

Ozarka correspondence for office and GRW home

Receive all requests from staff members and trouble shoot to see if issues can be resolved internally. Escalate any issues that can't be resolved and determine if a written ticket to the help desk is needed.

Addressing IT and phone related issues.

Making Outgoing mail labels and send it to USPS

Making Outgoing mail labels and send it to FEDEX

Replenish & purchase pantry/break room supplies for office.

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Communication about staff leave of absence and late arrivals.

Ensure completion of appropriate paperwork.

Ensure the front desk is covered at all times and is never left unattended.

Voice messages: the receptionist’s phone is the general mailbox of the firm. Check voice mails first thing in the morning and take necessary action. Return all missed call from caller ID.

Scheduling existing and prospective clients for consultations with GRW

By the end of each day, call and confirm each of GRW’s appointments for the following day

Coordinate maintenance man and general building maintenance

Create daily attendance report for GRW

DOLMEN GROUP, Karachi

Executive Secretary to Chairman 12-02-13 To 12-23-16

Key Responsiblities :

Set up Chairmans’ travel arrangements. Coordinate travel and accommodation requirements in connection with others and ensure arrangements in place for the Chairman match his requirements.

Set up and co-ordinate meetings between Chairman and his direct reports as well as the committees and groups to which he is a member.

Maintain Chairman's calendar on daily basis.

Filter general information, queries and invitations to the Chairman by redirecting or taking forward such contacts as appropriate.

Keep and maintain an accurate record of papers and electronic correspondence on behalf of the Chairman.

Ensuring timely delivery and receipt of important information while at the same time maintaining confidentiality.

Maintain and arrange files for easy retrieval.

Screening of incoming calls.

Supervise support staff

Other duties as assigned.

SAMBA BANK LIMITED, Karachi

Executive Secretary to the President/CEO, 06-04-13 to 11-25-13

Key Responsiblities :

Set up President/CEO’s travel arrangements. Coordinate travel and accommodation requirements in connection with others and ensure arrangements in place for the President/CEO to match his requirements.

Set up and co-ordinate meetings between President/CEO and his direct reports as well as the committees and groups to which he is a member.

Maintain President/CEO's calendar.

Filter general information, queries and invitations to the President/CEO by redirecting or taking forward such contacts as appropriate.

Keep and maintain an accurate record of papers and electronic correspondence on behalf of the President/CEO.

Ensuring timely delivery and receipt of important information while at the same time maintaining confidentiality.

Maintaining records such as agenda, notices, minutes and resolutions of meetings.

Maintain and arrange files for easy retrieval.

Prepare and maintain filing of President/CEO’s expense report.

Screening of incoming calls and correspondence and responding under guidance of President/CEO.

Maintain personal records of President/CEO.

Supervise support staff

Other duties as assigned

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EMIRATES (The International Airline of UAE), Karachi

Sr. Accounts Assistant, 2008 to 06-04-13

Key Responsiblities :

Preparing refund cheques of Passengers and Staff on as and when basis.

Updating of Credit Card Sale in PORTAL on daily basis.

Updating of Credit Card Refunds in PORTAL on daily basis.

Updating of Daily Sales Report of Karachi Town Office and Airport in NASA on daily basis.

Proper filing of Daily Sales Reports.

Maintaining up to date records of refund cheques payment vouchers for efficient retrieval, if need arises, for any queries regarding the same.

Updating leave records of finance staff in NASA system on as and when basis.

Maintaining record of Service Related Concessions Travel Benefits for permanent/resigned employees.

Maintaining staff travel requests for CAT C FIRM WIDER ELIGIBIITY for permanent staff.

EMIRATES (The International Airline of UAE), Karachi

Sr. Administration Assistant, 2001 to 2008

Key Responsiblities :

Provide administrative support to Finance and Administration Manager Pakistan on daily routine tasks to ensure smooth operation of his office. Responsibilities include efficient handling of meeting schedules.

Maintaining Finance and Administration Manager’s appointment calendar, arranging meetings and venues as directed and maintaining records thereby contributing to effective time management for the Finance and Administration Manager.

Arranging procurements for all locations in Pakistan and timely execution of agreements with the service providers. Disposal of Company items as per instruction of Finance and Administration Manager Pakistan.

Supervising the upkeep of the offices and making proper arrangements of security guards at different locations of EK-Pakistan.

Manage travel of all staff in Pakistan (official/personal), update & maintain proper office filing system.

Maintain administrative record for leave, absence & duty travel ensuring all personal records were updated within 24 hours of notification.

Manage travel arrangements & documentation for Area Manager as well as foreign visitors. This included administration of ticket approvals, reservations/confirmations, hotel bookings & transportation within agreed deadline.

Screening incoming telephone calls and enquiries within established guidelines and referring the callers to appropriate personnel or section to provide effective customer service.

Creating and maintaining appropriate records and filing systems for easy retrieval and proper maintenance of records.

Assigning duties for the outdoor staff.

Self-correspondence on routine matters with internal as well as external customers.

EMIRATES (The International Airline of UAE), Karachi

Administration Assistant, 03-17-98 to 2001

Key Responsibilities :

(Had been looking after HR-DEPT for a year in absence of HR Officer)

Maintenance, safe-keeping and updating of personal files of all staff in EK Pakistan.

Processing of termination advice forms for resigned staff, proper checking of outstanding leave, notice period, etc.

Issuance of interline request ticket of staff who go for vacations and arrangements of duty travel tickets on other airlines.

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Liaison with Legal Advisor in managing legal matters of the Company and co-ordinate with local legal advisor as well as legal department Dubai in all cases relating to industrial relations, lost baggage etc. Receive complaints & compliments on services & baggage via phone, email & walk-in passengers and handle them efficiently. This required a written acknowledgement to be given within 24 hours of receipt to the passenger. Handling of complaints included close liaison with different departments within Pakistan, at Head Office in Dubai and our other global offices where required. Issues to be investigated and resolved as fast as possible & where necessary escalated to higher levels for appropriate decisions. Full accurate log maintained for each case received Regular communication maintained with Head Office on all complaints pertaining to Pakistan. Provided weekly update to local management team on complaints received, solved and in-progress. Liaised with local lawyer appointed by the company on complaints served as court notice/legal notice.

Issuance of visa letters to staff.

Looking after staff uniform issue.

Leave recording of EK- Pakistan

Updating of personnel strength of EK-Pakistan.

Updating of EK-Pakistan official and personal telephone numbers.

Providing secretarial support to the Finance and Administration Manager EK-Pakistan.

HINOPAK MOTORS LIMITED, Karachi

Secretary to the Administration Director, 02-04-97 to 02-04-98

Key Responsibilities :

Primarily provided secretarial duties to the Administration Director and also assisted the section managers in an administrative and confidential nature for the smooth function of the office.

Screening incoming telephone calls and enquiries within established guidelines and referring the callers to appropriate personnel or section to provide effective customer service.

Maintaining Administration Director’s appointment calendar, arranging meetings and venues as directed and maintaining records thereby contributing to effective time management for the Administration Manager.

Creating and maintaining appropriate records and filing systems for easy retrieval and proper maintenance of records.

ROCHE PAKISTAN LIMITED, Karachi

Secretary to General Manager Treasury, 07-03-94 to 02-03-97

Key Responsibilities :

Primarily provided secretarial duties to the GM-Treasury.

Screening incoming telephone calls and enquiries within established guidelines and referring the callers to appropriate personnel or section to provide effective customer service.

Maintaining GM-Treasury’s appointment calendar, arranging meetings and venues as directed and maintaining records thereby contributing to effective time management for the Manager.

Creating and maintaining appropriate records and filing systems for easy retrieval and proper maintenance of records.

WYETH LABORATORIES (PAK) LIMITED, Karachi

Executive Secretary to Manager (Whitehall Div), 1993 to 1994

Key Responsibilities :

Providing secretarial duties to the Manager.

Screening incoming telephone calls and enquiries within established guidelines and referring the callers to appropriate personnel or section to provide effective customer service.

Maintaining Manager’s appointment calendar, arranging meetings and venues as directed and maintaining records thereby contributing to effective time management for the Manager.

Creating and maintaining appropriate records and filing systems for easy retrieval and proper maintenance of records.

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Education

1980 – 1985

Govt. College of Commerce & Economics

Bachelor of Commerce

Karachi

1971 – 1980

Mama Parsi Girls High School

Matriculation

Karachi

Education

UNIVERSITY OF KARACHI

Bachelor of Commerce

Computer Skills

MS Office (Word, Excel, PowerPoint)

Worked in EK accounting based system COMET

Lawlogix

Quickbooks

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