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Customer Service Sales

Mumbai, Maharashtra, India
March 05, 2018

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Contact: +**-996*******


Achievement driven professional targeting assignments in Client Relationship, Business Development & Global Finance with a leading organisation of repute in the Hospitality industry or Multi National Company

Location Preference: Mumbai


Business Account Management

Global Finance Management

Office Administration

Sales/Business Strategies

Portfolio Management

Reporting and Documentation

Accounts Payable and Receivable

Compliance Management

ERP (SAP) Implementation Client Relation Management


Customer Retentions


Goal oriented professional with 15 years of rich experience

Effective in building account plans with the business scope concerning details of the relationships required, the opportunities that have to be chased, and the revenue expected from such opportunities, as well as potential threats and weaknesses that need to be addressed

Recognized as a Best Performer in Transition Team, travelled to Canada (Toronto) in 2008 for Process Training on the project- Marsh Insurance Brokers Canada

Engaged in sales planning, relationship building with voluminous client accounts, formulation of competitive strategies, and promoted customer retention programs in the organization

Proven capability and proficiency in implementing, analysing, and managing customer retention procedures and systems

Managed vendor relations as well as timely and accurate processing of invoices, purchase orders, expense reports and payment transactions; focused on ensuring efficient processing (payment allocation, reconciliation and month-end reporting) of company receivables through SAP and timely collection in accordance to company policies

Skilful in developing reports, summarizing the company’s financial status in various business aspects and coordinating the preparation of tactical business plans, financial forecasts, and budgets

Possess significant leadership experience resulting in better customer service and enhanced systems for higher performance of the team


Dessange Paris Spa & Salon (India Franchisee- Mark Salon & SPA Pvt Ltd), Mumbai Since Sep’16

Customer Relation Executive

Key Result Areas:

Responsible for proactively developing positive customer relationships and securing additional business opportunities from both new and existing customers

Maintaining long-term, post sales relationship with customers

Analysing customer requirements and develop solutions to complex problems and provide assistance to a variety of services and products

Advise clients on creating profitable processes

Schedule regular meetings with customers to ensure they are satisfied with the services

Maintaining excellent relationships with key customers & prepare various vertical market strategies to enhance growth

Resolve all customer complaints quickly and effectively on the floor

Forward upselling & cross-selling opportunities to the sales team

Communicating to existing clients to renew expiring membership and inform about new schemes launched by the sales and marketing team

Maintaining portfolio for high profile clients and follow-up timely to renew their existing memberships

Assisting internal teams in work and design procedures to generate profitable sales in both existing and new business accounts

Working effectively with Sales and Marketing team within the business to identify new products and growth opportunities

Formulating reports on customer renewal status and sending it across to the sales team and business franchisors

Co-ordinating with other departments for smooth functioning of the Spa & Salon

Attend weekly meeting with Business franchisors in order to discuss the areas of improvement

Keeping clients informed of industry and regulatory changes and developements

Working knowledge of Microsoft Office and basic Excel


Managed good business relationship with high end customers and generated good annual revenue for the outlet in 2017

Increased customer satisfaction an average of over 80% at assigned new and old business accounts

Successfully collected over 30 Lacs from new and old customers through cheque & cards during demonitisation period in 2016

Increased Membership and Premium Product sales during demonitisation period in 2016


Firmenich Aromatics India Pvt. Ltd., (MNC) Mumbai Aug’12-Sep’16

Global Finance Execution Officer (Firmenich Internal Shared Service Centre- FISSC)


Completed Global Finance Operations for the company for USA, North America, Europe and Asia Pacific regions

Validated capex documents uploaded by Global Finance Managers into capital investment of the company

Managed SAP ERP 3 entries independently, prepared weekly & monthly SAP BW reports for Global Finance Managers

Uploaded Amex and Visa Credit files in SAP for global affiliates

Processed Mass deletion of credit card entries in SAP for global employee’s unassigned old credit card expenses in the travel portal

Administered SAP activities independently, starting from entering data into SAP in a timely & accurate manner for project cost allocation and project Period End Closing (PEC) for Global Internal Manufacturing Plants

Created bank key & maintained the cost centre changes in SAP for global cost centre owners

Handled complete backend activities of Vendor Master Data Management for the global affiliates

Created IG prices for global finance managers


Closed all open accounting entries in the SAP (for Global counterparts) in the year 2013 and exceeded the set targeted levels of Firmenich Switzerland

Attended various in-house finance & communication trainings in Mumbai office recommended by the reporting manager

Visited Daman & Dahej manufacturing plants for product & safety trainings recommended by the Finance Head

Attended global online trainings for the various projects allocated to Firmenich Internal Shared Service Centre (FISSC)

ABC Bearings Ltd., Mumbai Jan’10-Aug’12

Administration Executive


Handling guest & clients.

Taking care of attendance & maintain outward/inward register for staff.

Maintaining AMC contracts, office equipment maintenances, computers, fax & xerox, tea machine & pest control.

Organize hotel booking & flight booking for Director from various travel agency.

Arrange foreign currency as needed for travel for director from travel agency.

Assisting basic arrangement for client visit & board meeting.

Maintaining proper checklist related to housekeeping activities for entire office.

Booking of complaints for office automation.

Follow up on all pending open complaints.

Handling day to day adminstration jobs as per HOD Instructions.

Maintain a flow of information to co-workers via email.

Maintain neat and organized office environment.

Manage proper key control and other security measures

Confers and cooperates with other departments as needed to ensure coordination of activities.

Ensures Inn compliance of all company policies and procedures

Adheres to all safety procedures and informs management of any unsafe conditions

Attends meetings and training as requested

WNS Global Service Pvt. Ltd., Mumbai May’06-Jan’10

Sr. Customer Service Executive


Good performer in Project Transition team travelled to Canada (Toronto) for process training.

Was working as Subject Matter Expert (SME) for Accounts receivable & payable process.

Processing insurance policies and settling refunds to the customers whenever customer submits a claim request on their insurance policy.

To validate proper documentation online and follow up with the Client Manager, if there is no sufficient documentation or any discrepancy regarding client’s account.

Resolving queries & provide on job support to operators & insurance companies in Canada.

Escalation of queries to client on phone for resolution from onshore team.

Accurately process customer payments made by check and Electronic Funds Transfer (EFT) & credit card, ensuring that 100% are processed on date of receipt.

Ensuring all Customer queries are resolved by the respective On-shore teams.

Provided process training to new joiners as well as to operators to improve competency for the process.

Completed quality checks of volume processed by Junior Customer Service Associates.

Prepared various internal reports for Reporting Manager and Onshore client Managers.

Team huddle on weekly basis to discuss the various issues and action plan with onshore clients.

Participated with the HR while recruiting new candidates in the insurance process.

Mercury Fitness Centre, Mumbai Jan’03-Apr’06

Front Desk Executive


Handle complete greeting, registering & managing of Visitors.

Handling Front office enquiries and complaints of gymnasium members.

Attending daily phone calls, enquiries, follow ups & handle in the appropriate manner.

Taking care of attendance & maintain outward/inward register for staff.

Maintaining gymnasium equipments, telephone, computer, fax, etc.

Maintain, update clients files and follow up with them for new enrollments.

Transmits and receives telephone messages of Clients.

Provide complete assistance to walk-in inquiries

Confers and cooperates with other departments as needed to ensure coordination of activities.

Ensures Inn compliance of all company policies and procedures

Adheres to all safety procedures and informs management of any unsafe conditions

Attend weekly meetings with the proprietor regarding pending follow-ups and enrolment.

Maintain neat & organized environment and follow up on all pending complaints with respective teams.


M.Com.I. in Business Management from Sydenham College of Commerce & Economics, Mumbai in 2002

B.Com. in Business Management from Sydenham College of Commerce & Economics, Mumbai in 2001


MS Office-Computer Course from NIIT Computer Education in 1998


ERP 3- SAP (Finance & Controlling Module)

MS Office (Word, Excel & PowerPoint)

Internet Applications


Date of Birth: 6th October 1978

Languages Known: English, Hindi, Marathi, and Gujarati

Address: Mangal Shrusti Housing Society, A5A/1805, Near Race Course, Dr. B.R Ambedkar Colony, Mahalaxmi

(West), Mumbai- 400034

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