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Customer Service Sales

Location:
Montreal, Quebec, Canada
Posted:
October 20, 2016

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Resume:

An MBA with a vast international working experience in diverse service industry including over 5 years of facilitation, coaching and training experience. Lead teams between 5-20 team members while rained and motivated them for superior quality customer service. With high quality level of strategic planning, analytical, interpersonal skills. Seek an opportunity to lead and facilitate a team in a challenging and fast paced environment.

SKILLS & COMPETENCIES

Charismatic leadership, bilingual

Organization and time management

Persuasive communication and negotiation

Influencing, Tact and diplomacy

Deep cultural (do’s and don’ts) knowledge

Analytical and detail oriented

Data Analysis, MS office, CRM, WFM

Innovative problem solving and conflict resolution

Project management, Financial analysis

Adaptive and a quick learner

Team building, coaching, mentoring

PROFESSIONAL EXPERIENCE

FUTUREPRENEUR CANADA 2016 – present

Business Coach (Volunteer)

LEADERS PRO

Organization and Leadership Development Consultant SME 2015- Present

International Consulting Project – CSO Italy 2015

A European cooperative leader for its productions volumes and its high level advanced technologies and packaging. It represents more than 50 companies in Europe. CSO member companies work in all phases of the fruit and vegetable supply chain, from producing processing machinery and packaging through to technologies and logistics.

Accomplishments

Researched and analysed potential markets in Asia for Plastic Packaging industry to choose the best strategic market to expand to Asia.

Analysed financial risk and developed profitable financial plan.

Developed a proposal for organizational design, market strategy selection.

Created strategic and persuasive customer service plan to create new base and retention.

ATELKA ENTERPRISE INC., Montreal, QC 2011-2014

Atelka Enterprise Inc. is the largest Canadian-based multilingual business process outsourcing (BPO) service. Atelka provides wide-ranging enterprise services for a variety of high-profile national companies in the telecommunications, public service and entertainment industries. It employs over 3,000 people across Canada.

Business Analyst (Workforce Management) 2013-2014

Liaised among cross functional team including HR, Call center Operations. Oversaw the scheduling for 3000 agents. Collaborated and communicated between external clients (Rogers Communications, Bell Canada, and Videotron) and internal clients (operations director, operations manager, Tech Support) to establish smooth operation.

Accomplishments

Developed and implemented communication tool to eliminate operational issues with external clients and within cross functional teams.

Recommended and collaborated the implementation of operational changes in the company’s benefits.

Made a real time decision which saved $500,000 for the company in one day.

Managed, coach and motivated the 5 team members in the absence of manager.

Recommended

Sales and Customer Service Specialist 2011-2013

Developed and foster relations with clients to retain them by solving their problems and built trust in company’s product. Connected

with more than 50 clients a day o resolve heir complicated issues and persuade for potential sales.

Accomplishments

Exceeded and maintained the weekly 50 sales target for through out the year while providing high quality service.

Retained customers by solving their problems and meeting their needs which realized 3% retention increase.

Maximized sales by 7% by analyzing customers’ needs effectively and meeting their expectations.

Coached team members and new hires to enhance customer service quality and team performance

BLUE WATER EVENTS, Mumbai, India 2007-2010

Event Sales Consultant

Mumbai, India-based Blue Water Events offered a complete range of exceptional event services: Exhibitions, Wedding Planning, Live Concerts and Corporate Events. The company employed 15 permanent team members. After starting the event company from zero, it gained $150K turnover within 2 years.

Accomplishments

Managed multiple (>3) projects of $100K at a time.

Prepared budget and profitable financial plan.

Created persuasive and customer retention plan.

Established communication channel and maintained timelines and priorities on every project.

Developed and maintained personalized client relationships and ensured excellent customer service with quality delivery.

Managed and fostered multiple vendors and supplier relationships by establishing clear communication while preparing contracts for each event.

Managed operational and administrative functions to ensure specific projects were delivered flawlessly and within budget.

Prepared customized coaching and training plans for our 15 staff members on regular basis.

Professional Experience Prior to 2007

Assistant Hotel Controller – NORWEGIAN CRUISE LINES, USA

Management Trainee – THE CENTRAL PARK HOTEL, INDIA

Tutor and Entrepreneur - PERFECT COACHING INSTITUTE, INDIA

EDUCATION AND TRAINING

Education

Master in Business Administration (MBA) NEOMA Business School France 2014 -2015

Certificate Project Management McGill University Canada 2011

International Trade Certification Concordia University Canada 2006-2007

Bachelor of Science LNM University India 1992-1995

Training

MBTI, Leadership and Team Development

Motivation

Public speaking

Financial risk analysis

ACHIVEMENTS &AWARDS

Awarded the honor of Dean’s Scholar for outstanding academic performance during MBA.

Awarded the Employee at Atelka Enterprise Inc of the Month award consecutively from December 2011 till February 2012 in recognition of my commitment to the success of the team and exceeding the sales target by 7%.



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