Customer Service Manager

SANDEEP KUMAR DHIMAN Mobile:004********* Email:

*******.******.**@*****.***

In quest of managerial Assignments in Operations Management/ business development/

Strategic Management/ Training & Development/ brand management/ Marketing with an

organisation of repute.

PROFESSIONAL SYNOPSIS

Dynamic professional with over 2 years of experience in Marketing, Operations Management,

Business Development, Process Management, Training & Development and Client Relationship

Management & a active member of the Transition team. Skilled in conceptualising various

operation/process strategies for enhancing business operations. Effectively managing operations,

implementing procedures and service standards for business excellence. Self starter with excellent

communication, interpersonal & leadership skills.

CORE COMPETENCIES

Business development

Developing relationships with key decision makers in target organizations for business

development.

Relationship management with corporate clients of the area.

Implementing strategies inclusive of field activities, service camps, demonstrations and

customer meets to achieve desired targets

Strategic Management

Implementing and evaluating decisions that will enable an organization to achieve its target.

Performing a situation analysis, self evaluation and competitor analysis: both internal and

external; both micro environmental and macro environmental.

Training & Development

Training colleagues in the transition phase of the offshore projects.

Conducting training needs analysis (focussing on individual and business goals) and accordingly

organising training schedules.

Obtaining trainees’ feedback for determining the effectiveness of training programs; carrying out

modifications if necessary and conducting periodical refresher courses.

Client Relationship Management

Interacting with clients on feedback, specifications and methods to facilitate enhancement of

product quality; determining their level of satisfaction, ascertain areas of potential dissatisfaction.

Identifying improvement areas & implement measures to maximise customer satisfaction levels.

Maintaining excellent relations with clients to generate revenues for additional business.

Marketing

Research of available markets to set up a new business or to expand an existing business.

Establish, promote and use metrics to improve effectiveness. Establish and develop effective

channels for your business and support for channel members.

Develop and implement integrated marketing communications strategy and activities.

Deliver and manage effective customer relationships and infrastructure for same.

Tesco UK Sept’12 to Nov’13

Customer Service Manager (Emails Department)

Role:

Providing help and advice to customers using Tesco’s products, marketing offers and services.

Communicating courteously with customers by emails and letters.

Investigating and solving customer’s problems, which were complex or long standing problems

that have been passed on by other departments.

Issuing refunds or compensation to customers.

Keeping ahead of developments in customer service by reading relevant journals, going to

meetings and attending courses.

Bet Fred UK June’12 to June’13

Assistant Manager (Part time)

Role:

Monitoring and evaluating all aspects of business performance, and planning for improved future

levels of profit and customer satisfaction.

Collecting and managing numerical data on takings and profits/losses and keeping strict records

on these.

Marketing a betting shop and advertising what is an offer in line with head office policy (example,

via poster display)

Dealing with difficult customer when necessary.

Ensuring very high standards of customer services.

Attending managers meeting and sessions elsewhere.

Training and managing a staff.

Managing the team of eight people.

Kabir International UK Apr’11 to May’12

Business Development Assistant

Role:

Initiate market research studies and analyze their findings.

Formulate, direct and coordinate marketing activities and policies to promote

products and services, working with advertising and promotion managers.

Compile lists describing product or service offerings.

Direct the hiring, training, and performance evaluations of marketing and sales

staff and oversee their daily activities.

Coordinate and participate in promotional activities and trade shows, working with

developers, advertisers, and production managers, to market products and services.

Identify, develop, and evaluate marketing strategy, based on knowledge of

establishment objectives, market characteristics, and cost and mark-up factors.

Ice Cold Pvt. Ltd. (Sultan’s Palace Restaurant) UK Jan’09 to

March ’11

Assistant Manager

Role:

Develop equipment maintenance schedules and arrange for repairs.

Collaborate with other personnel in order to plan menus, serving arrangements,

and related details.

Control inventories of food, equipment, small ware, and liquor, and report

shortages to designated personnel.

Present bills and accept payments.

Compile and balance cash receipts at the end of the day or shift.

Assign duties, responsibilities, and work stations to employees in accordance with

work requirements.

Observe and evaluate workers and work procedures in order to ensure quality

standards and service.

Develop departmental objectives, budgets, policies, procedures, and strategies.

Purchase or requisition supplies and equipment needed to ensure quality and

timely delivery of services.

Train workers in food preparation, and in service, sanitation, and safety

procedures.

Resolve customer complaints regarding food service.

Schedule parties and take reservations.

Perform personnel actions such as hiring and firing staff, consulting with other

managers as necessary.

Inspect supplies, equipment, and work areas to ensure efficient service and

conformance to standards.

SCHOLASTICS

Master’s Degree in Business Administration from University of Sunderland, United Kingdom in

2011.

Bachelors of Technology in Computer Science and Engineering.

ADDITIONAL QUALIFACTIONS & PROJECTS UNDERTAKEN

Conducted Research in “Influence of International Branding while entering a new Market,” A

CASE STUDY ON MARKS AND SPENCER.

PERSONAL DOSSIER

Date of Birth: 5th April 1984

Sex: Male

Work Status: No restriction on Employment

Availability: No Restrictions.

References: Mr Mark Totterdell (Manager Tesco) 080*******

Mr Ashish Mishra (Kabir International) +918*********

Contact this candidate