Customer Service Management

SHRUTI GHATE Contact: 916-***-****; E-Mail: ******.*****@*****.***

Objective:

Seeking a career in Back-Office Operations/Business Analysis/Market Research with a growth oriented organisation.

Qualification:

●Master of Business (Advanced) in International Business from University of Queensland, Australia in 2009 with an aggregate of 5.25/7.

●Bachelor of Commerce (Business Administration) from University of Pune, India in 2007 with First Class.

Summary:

●An astute professional with 3+ years of experience in:

-Team Management - Operations Management - Client Relationship Management

-Research & Analysis - Branch Administration

●Last associated with Bank as a Personal Banker.

●Expertise in managing branch operations and implementing strategies towards enhancing market penetration, business volumes & growth for a wide range of banking products & services.

●Skills in organizing, interpreting and communicating market information/data to facilitate the decision making process of the top management.

●Abilities in assessing prevalent financial & economic environment, identifying business risks and implementing effective mechanisms to mitigate the same.

●Well organized with a track record that demonstrates creativity and initiatives to achieve personal & corporate goals.

●A result-oriented individual with good communication, problem solving and analytical skills.

KNOWLEDGE PURVIEW

Business Analysis:

●Understanding business needs and designing a road map for further development.

●Analysing company’s performances, conducting trend analysis and using various business tools to assist the critical decision making process.

Market Research:

●Handling the client specific market research assignments to track market and technology trends for all major products

●Preparing and presenting research/industry reports comprising of industrial trends & information; interpreting the result of research studies and providing recommendations.

Operations & Customer Relationship Management:

●Setting out quality standards for various operational areas and implementing systems & procedures to facilitate a high-quality working experience.

●Building and maintaining business relationship with clients/customers to achieve quality service norms by resolving their service related critical issues.

WORK EXPERIENCE

BuzzFactory Interactive Pvt. Ltd.

Social Media Analyst July’13-Feb’14

●Develop social media marketing skills by using creativity and strategies to increase the online market presence of clients.

●Increase the overall exposure of companies by search engine optimization (SEO) by using relevant keywords and strategies.

●Monitor and increase online traffic on social networking sites like Facebook, Twitter, LinkedIn etc.

●Prepare bi-weekly reports showing increase in page likes, viewership, revenue or demand for the client’s product/service by reaching out to relevant masses.

●Formulate a 360 degree marketing plan for clients and implement it by conducting group/team sessions and leading towards completion.

●Create online campaigns and advertisements and target the relevant online users to increase the client’s brand awareness.

HDFC Bank

Personal Banker Dec’10-Oct’12

Job responsibilities:

●Managed branch operations with key focus on top line and bottom line profitability by ensuring optimal utilisation of available resources.

●Conceptualised and implemented competent strategies with a view to penetrate new accounts and expand existing ones for a wide range of banking/third party products.

●Identified and networked with prospective clients & generated business from the existing accounts and achieved profitability & increased sales growth.

●Built and maintained healthy business relations with corporate and HNI clients and ensured client/customer satisfaction by achieving service delivery & quality norms.

●Handled customer service operations for rendering and achieving quality services; facilitated first line customer support by answering queries & resolving issues within TAT.

●Supervised the preparation of MIS and various other business reports to apprise top management of the routine business operations and assist in critical decision-making.

●Successfully handled:

-Supervision & monitoring of Personal Banker desks.

-Authorisation of Personal Banker transactions.

●Proactively involved in:

-Generating business and cross selling & monitoring the cross sales of personal bankers.

-Monitoring and verifying dummy accounts, suspense accounts, deferred accounts, accounts payable/receivable, etc.

-Reconciliation and maintenance of Suspense Accounts Register as per the required format.

Sales Aida For Good Pty. ltd., Sydney Nov’09-Oct’10

●Organizing customer outreach programs by interacting with clients directly and raising money for charitable organizations like Heart Foundation.

●Promoting the brand across different cities by setting up marketing campaigns and engaging in brand awareness and brand recognition programs.

Customer Service Hungry Jacks Pty. Ltd., Brisbane Nov’07-Dec’08

●Managing the customers’ orders and cash register and ensuring quick and efficient customer service at all times.

●Monitoring the team and delegating work to teammates strategically to reduce waiting time.

ACADEMIC PROJECTS

Title: Developing Energy Efficient Strategies in the Light of Climate Change Sept 2007

Organization: Rio Tinto, University of Queensland

Role: Supply Chain analysis

Description:

The project was about developing energy efficient strategies in the light of climate change by using strategy & innovative approaches and aimed at increasing efficiency in operations & maximizing profits. A research was undertaken and the possible opportunities & alternatives available were worked upon.

Highlights:

The outcome was positive as the strategies were worth implementing and practical to put at use. A different approach was used which emphasised the importance of continually thinking ahead and securing the future of the company. It helped to understand how to be ahead of the competitors and gain a lot of real world exposure.

Title: Analysis of 9 Logistics Companies Aug 2007

Organization: MAERSK Australia Pty. Ltd. (Oceania), Brisbane, Australia

Role: Operations in Supply chain

Description:

The project aimed at analyzing & comparing the performance of 9 logistics companies in the form of a competitor matrix sheet.

Highlights:

A report was handed out to the company to help them understand the areas where more efficiency was needed and to let it know where it stood in the market and which positive points of another company could be well utilized to make a difference in the company; scored a GPA of 7 and was invited to deliver a presentation to the senior management. Successfully handled the project and closely involved in enhancing efficiency in Supply Chain; honed research skills and analysed the performances.

EXTRAMURAL ENGAGEMENTS

●Significantly involved in hosting the Career Trade Fair at University of Queensland in Feb’08 by working as Information Officer and interacting with students & company representatives to design the event; conducted surveys to analyse the success of the event, recorded the feedback and identified the failure points of the event to avoid them for the next event.

●Actively participated in the University of Queensland YouTube Video Competition involving a 2 minute video preparation for informing the new students about the library’s resources and facilities; won 1st prize for creativity & innovation and the ability to convey more in a short time & in a concise manner.

●Voluntarily involved in raising funds for conducting Charity Operations for low income people.

Contact this candidate