Customer Service Management

SHIKHA KHANNA Mobile: 084******** E-Mail:

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

In quest of assignments in Business Operations/ Relationship Management/

Corporate Communications/ Media Marketing with an organisation of repute

Preferred Location: Noida

Snapshot

A result oriented professional with over 7 years of qualitative and in-

depth experience in;

Content Writing Content Aggregation Client

Relationship Management

Media Relations Internal Communications Training and

Development

Corporate Presentations Publisher Relations SLA

Management

Team Management Knowledge Management Corporate Communications

> Been involved in family business since last 2 last years and gained

experience in managing business operations.

> Worked with HT Media Limited as Assistant Manager-News Operations for

over an year.

> Adept at gathering requirements and designing the content in accordance

with specifications.

> Instrumental in conducting monthly presentations on sections performance

on service delivery front. Supervising customer service operations for

rendering & achieving quality services.

> Creating a team work environment to enhance productivity innovatively for

reputed business houses. Excellent relationship management skills with

experience in smooth business operations.

> Possesses exceptional understanding of organizational behavior and

effective interpersonal & relationship management skills with proven

ability to work within strict budgets.

> Demonstrated written and oral communication skills with in-depth

understanding of the various relevant concepts.

Employment Profile

Since May'12 at Modern Electropower Pvt. Ltd. (Family Business)

> Handling day-to-day business operations including client relations, team

handling, marketing, general accounting, payables and receivables.

Feb'11-Feb'12 at HT Media Limited as Assistant Manager-News Operations

Content Aggregation

> Leading a team of editors who aggregate content from various publications

in India, Bangladesh, Sri Lanka and Pakistan and provide the same to

international data ports like Dow Jones (Factiva), LexisNexis, Thomson,

Syndicate, etc.

Publisher Relations Management

> Arranging news for various dates by keeping a continuous check on content

availability.

Client Management

> Resolving client queries by updating them about various content

availability / non-availability issues.

May'07-Jan'11 at Info Edge India Limited (naukri.com), NOIDA as Senior

Executive / Team Leader

Client Relationship Management

> Interacting with Top Management Professionals (CEO's, CFO's, COO's and

MDs) & understanding their requirements. Investigating & resolving the

complaints within less turn around time.

> Implementing necessary controls to mitigate complaints and operational

losses.

> Analyzing & interpreting the reports. Initiating campaigns on enhancing

customer service.

> Identifying the root causes for complaints/ issues and recommend/

implement necessary controls.

> Developing rapport with business partners.

Operations

> Managing operations for achieving increased business growth & initiating

development efforts.

> Interacting & developing rapport with all external/ internal constituents

of client at all levels; for maximum client retention and achievement of

revenues.

Content Writing

> Writing resumes for clients from different industries i.e. Manufacturing,

Banking & Financial Services, Media, Services, BPO, IT & ITES, etc.

> Gathering information on developments in relevant fields to determine

need for revisions in previously published materials and development of

new material

> Planning and conducting seminars, workshops, symposia to evaluate and

collate the materials received.

> Analyzing material and complete writing assignments according to set

standards regarding order, clarity, conciseness, style and terminology.

Training & Development

> Training new joinees about the price lists of different products and

making them work on raw resumes.

> Conducting workshops & seminars on different topics like Software

Development, Retail Management, SAP Modules, Business Analysis, Business

Writing, etc.

Team Management

> Leading, mentoring & monitoring the performance of the team to ensure

efficiency in process operations & meeting of individual & group targets.

> Identifying training needs across levels through mapping of skills

required for different roles and analysis of the existing level of

competencies.

Education

> Post Graduate Diploma in Management (MBA) from Symbiosis Centre for

Distance Learning, Pune in 2012.

> Bachelor of Arts from University of Delhi in 2007.

> H.S.C from I.S.C Board in 2004.

> S.S.C from I.C.S.E Board in 2002.

IT Skills: MS Word, MS Excel and MS PowerPoint

Personal Details

Date of Birth 10th May 1986

Address Noida

Contact this candidate