Customer Service Management
Resume:
MALLIKA SHARMA
actbxx@r.postjobfree.com
Bangalore, India
Synopsis
An innovative and results-driven professional who always focuses on achieving exceptional results in highly competitive environments that demands continuous improvement
Possesses an experience of over 3 decades with a demonstrable track-record of performance and commitment as well as being able to deliver business value to customers. Reliable and trustworthy with an ability to communicate at all levels
Proven experience of introducing innovative long term strategies to ensure the organization’s operating model is flexible and agile to meet future customer demands
Designs and develops training programs that equip staff with the required skills to achieve the organization’s quality, operational and customer service goals
In my current role with Globe Ground India (GGI), I have collaborated with the management to facilitate the leadership in order to maximize client satisfaction through strong client advocacy, a world-class performance metrics infrastructure, and a continuous process improvement approach to client support
Holder of business development capacity and with a track record of driving growth via strategic partnerships and inorganic opportunities
Training
Performance Management
Quality Assurance
Employee Empowerment
Customer Satisfaction Enhancement
Service Audits
Relationship Management
Coaching & Mentorship
Learning Solutions
Career Progression
GGI (Globe Ground India) Kempegowda International Airport, Bangalore India
ASST. MANAGER Quality Assurance; 2011 - Dec 2015
Key Responsibilities:
PROCESSES MANAGEMENT:
Establish both short and long-term strategies and implementation plans to enable the creation of flexible, efficient, and scalable ground operations at the Bangalore International Airport
Work across all aspects of the airport ground operations to implement best in class processes. Translate the customer services vision and strategy into operational tactics; build the human resources support needed to achieve them, including development of service delivery offerings
Co-ordinate and assign necessary staff and resources where needed to fulfill delivery of exceptional customer service
CUSTOMER INTERACTION / SERVICE MANAGEMENT:
Ensure the customer is front and center of the services team and that team members are proactively managing and communicating with them
Create strategies for growth and on-going maintenance of customer services; timely address & resolve their concerns
Be the first person to contact for all key clientele related queries and complaints to preserve customer gratification by viewing, assessing and auditing the service(s)
PEOPLE MANAGEMENT / TRAINING & RECRUITMENT:
Support the relationship between the organization and its employees appropriately, with a clear and transparent framework underpinned by the organizational practices and policies
Manage the implementation of the team member’s Learning and Development strategy and oversee manpower and resource allocation to support the overall business objectives
Exercise a duty of care promoting a positive approach towards on-ground health and safety
Lead the implementation, delivery, and evolution of an external pipelining strategy to ensure the organization has an active candidate pipelines
Provide coaching and performance development to develop employee’s capability and build motivation and morale. Ensure that their competency is in line with the needs of the organization
Key Achievements:
Implemented competent strategies to elevate the satisfaction level through cross training, proper scheduling and motivating team members
Worked as a key team leader in the business - consistently delivering high standards
Successfully hauled out the staff member’s maximum performance and ensured they delivered the perfect service
Preserved customer satisfaction by viewing, assessing, and auditing service offerings
The Easa Saleh Al Gurg Group (OFIS), Dubai, UAE
Business Development Executive, 2006 - 2011
Key Responsibilities:
SALES AND MARKETING
Developed and maintained lasting relationships with new and existing customers through intuitive skills, attention to detail, and a consultative approach to fulfilling their furniture needs
Designed and developed customer winning strategies; provided leadership during pre-sales and inception phase - achieved mutually agreed target by bringing in new business opportunities and growing existing businesses
Conducted regular client meetings to manage accounts, built joint account strategies and close business
Promoted an environment supportive of the The Easa Saleh Al Gurg Group’s customer centric culture
Met Architects and Interior Designers who are involved in upcoming School and university Buildings
Maintained a database of all high end schools and colleges in the UAE
Set up mock classrooms as and when required by schools
ICICI OneSource Pvt. Ltd., Bangalore, India
Customer Service Executive; 2002 - 2006
Key Responsibilities:
Analyzed management information and supplemented it to improve operational quality and customer satisfaction
Coordinated with customers and inter / intra department follow-ups for speedy resolutions within the stipulated TAT
Maximized individual performance against defined key performance indicators (KPIs) through effective real time management; met targets and recognized as a top performer for speed, efficiency, collections, and quality
Ensured the delivery of fair, needs focused, informative and suitable recommendations that met customer expectations
Booking Holiday Packages for Virgin Holidays UK and manage the billing and accounts for same
Other Key Deliverables:
Operations Management
Recruitment and Training
Staff Management
Prior Engagements
Public Relations Executive & Shop Floor Support, New Tech Industries Pvt. Ltd, Bangalore 1993 - 2002
Customer Service Executive - Advertising, Deccan Herald 1991 - 1993
Front Desk Executive, Raman Research Institute, Bangalore 1987 - 1990
Trained foreign students in spoken English, Bangalore, India 1983 - 1985
Academic Credentials
Mount Carmel College, Bangalore University, India, 1975
Bachelor of Arts
Personal Dossier
Languages
Interests
Address
English, Tamil, Kannada, and Malayalam
Reading, cooking, travel, meeting people, listening to music, HAM radio, writing, and gemmology
Mallika Sharma #5 Greenside apartments, 2nd cross, Basavanagar, Veerabadranagar, Bangalore - 560037
Passport
Valid Passport
References Available Upon Request
Contact this candidate