Customer Service Sales

Mitu Sharma

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

Ph No.: +91-981*******

Professional Synopsis

Goal driven performer in BUSINESS DEVELOPMENT, CLIENT HANDLING & SERVICING who has

executed organizational assessment and capacity building plans to achieve improved performance

benchmarks while collaborating with cross functional staff teams, senior managers, board members,

representatives, and consultants.

As a professional, I am a self-motivated & result oriented individual with high levels of ownership &

accountability. I have over a decade of experience spanning Operations Management, Customer

Relationship Management, Customer Service and Commercial Collections in the BPO industry and

Vendor Management in the Sales sectors. I am largely, entrepreneurial by nature and tend to excel in an

empowered environment.

Work Experience

April’14 – till date with Silverglades Infrastructure Pvt. Ltd.

Silverglades is one of India’s leading boutique developers, specializing in Residential Housing,

Commercial, Township Projects and Golf based leisure developments. Silverglades in

collaboration with ITS Limited developed The Laburnum and the Classic Golf Resort in Gurgaon.

Working as a Customer Relationship Manager

Managing operations with the existing customers, channel partners, and the sales team and

supply chain on a daily basis

Responsible for training and managing the entire customer interaction module post sales

Provide solutions for problems by identifying, evaluating and implementing alternatives in a

professional manner

Exceed client expectations by quality service thus helping to increase our business with clients

Coordinating with different departments to resolve customer issues

Leading and managing the collections teams responsible for payment collections on all projects

of Silverglades

Managing the performance of the collections team calling the clients for payments

Coaching the teams on standard call handling procedures so that customer queries and

concerns can be resolved appropriately

Looking after the “after sales services” for a long term relationship with the clients

May’12 – March' 13 with The Office Guys Services India Pvt. Ltd. Gurgaon

TOG is a leading service provider for the Services which includes services like Office Supplies &

Taxation & Accounting since 2012.

Working as a Manager-Operations & Business Development

Identifying and acquiring new clients for business expansion, turning them into profitable

clients

Identifying the most appropriate vendors for various supplies based on the quotations

submit ted and the service delivery standards and finalizing the best suited for the company

Monitoring payments and negotiating with vendors the best and efficient supplies within the

stipulated budget and ensuring continuous f low of the same

Meeting new clients everyday to bring more business to the company, and making pipelines

and continuously following up on my existing client base

Responsible for operations restructuring to address business growth, reduce the costs and

i mprove service

Assisting in developing brand strategy, including business plan & sales strategy development

Coordinating with the channel partners on daily, weekly, monthly basis regarding the

requirements of the existing client base

Suggesting clients, the appropriate solutions as per their requirements keeping in mind the set

quality standards of the company.

Dec’11 – Apr’12 with Arvato Services India, Gurgaon

Worked as Team Leader for EasyJet Customer Services – Email process

Leading a team of 17 advisors handling customer complaints via email for a European air

t ravel company

Responsible for team attendance, retention, productivity, quality parameters

Carried out performance reviews for the entire team based on organizational goals, individual

performances leading to growth opportunities, movements and recognition

Coaching and mentoring team members on a daily basis

Ensuring productivity goals are exceeded, both at team and process level

Interacting with support functions for staffing requirements and managing performance

reporting for smooth operations of the business

Managing & monitoring the performance of teams, maintaining Shift Statistics to ensure

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

Jun’07 – Aug’09 with 3 Global Services Pvt Ltd, Mumbai

Worked as Team Leader for UK Operations – Email process

Was responsible for the performance of a team of 15 advisors & a Team Coach.

Was also responsible for managing the queues for the entire f loor.

Participated and initiated many projects for saving overall costs and achieving customer

delight.

Worked as an OJT Manager.

Quality project done for the entire f loor – Calls monitored for the entire f loor & then classified

as A, B & C category; A being the best. TNA was done & accordingly t raining sessions were

a rranged & coordinated. Special call listening sessions were held for the B & C categories.

I mprovement in quality scores was closely monitored.

Apr’04 – Sep’05 with Convergys India Services, Mumbai/Gurgaon

Worked as a Team Leader in Mumbai & Gurgaon with AT&T Customer Service

Managing a team of 20 Customer Care Officers and making sure that they meet their

p roductivity and quality targets

Providing prompt and objective coaching and counseling, coordinating, planning and setting

goals/work for team members in accordance with the Client/Organizational policies

Responsible for hiring for the customer service processes

Nov’00 – Aug’03 with GE Capital International Services, Gurgaon as Process Developer

Joined as Process Associate with Vendor Financial Services – Colonial Pacific Leasing –

I nbound Collections in November ’00.

Collecting on Pre-30 accounts for CPL to achieve meet the Delinquency Targets

Resolving ADMIN Accounts, which includes Cash Applications, Bankruptcy, Calculation on

I nterim Rent, Skip Tracing, Locating Missing Checks, Etc.

May’02 – Aug’03

Promoted as a Process Developer in May’ 02 with CPL – Sundry Collections

Updating reports for daily download completion rate, call volume, taking escalation calls,

monitoring new associates on the f loor

Personal Details

1999 M.A. English from Punjab University

Date of Birth: 09th December, 1976

Address: C 233, DLF New Town Heights, Sector 86, Gurgaon, Haryana.

MITU SHARMA

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