Customer Service Operations Back Officer Customer Success Team Leader
Resume:
June **** - Till date
July 2015 - November 2018
July 2012 - July 2015
Hemesh Phillips
Abu Dhabi, United Arabi Emirates
971********* **************@*****.***
Objective
Excellent communication, both verbal and written My biggest strength is customer service skills,as most of my career contain in customer service. Negotiation skills and problem solving attitude Knowledge of budgeting and understanding financial statements Outstanding leadership abilities Accustomed to adapting to a fast-paced, changing environment Excellent time management skills Advanced user of Microsoft Office Suite Adept at writing reports, business correspondence, and procedure manuals Ability to identify and address performance-related issues Familiarity with how to plan, implement, and monitor KPIs Ensure proper training for employees to improve sales, marketing, and customer service skills Extensive experience implementing and managing operational plans Proficiency in preparing and controlling operational budget Experience
Vfs Global - Abu Dhabi, UAE
Trainee Officer-Operations
Look after front and back office operations
Coordinate with the embassy and facilitate the visa processing Looking after completion of process within TAT
Making sure the daily, weekly and monthly tasks are completed by supporting the higher executives Creating detailed Reports for the work flow
Looking after the process of visa application for the whole process Making sure to get client's satisfied
FAB Bank - Abu Dhabi, UAE
IPO Client Service
Ensuring a positive and professional client service experience Managing clients enquires via phone,email,online or in person Directing client complaints or complex queries to relevant department In a timely manner Providing clients with technical assistance on products and services Expediting serious issues to management towards prompt resolution Building positive client relations by checking in regularly and following up in active processes Maintaining client records and documenting process Recommending products based on clients feedback
Vodafone Idea LTD - India
Senior Manager operations and customer service
Effective and successful management of labor productivity Manage,motivate and inspire teams
Provide direction and goals for process, equipment, and infrastructure improvements to improve reliability, efficiencies, and long-term costs.
Implement strategic sustainability and energy efficiency initiatives for a business. Marketplace performance, monitoring how the business is doing compared to others in the region. Lead continuous improvement initiatives and participate in financial planning and budget management. IDEA Cellular LTD -India
Operations Manager
Ensure all operations are carried on in an appropriate, cost-effective way Improve operational management systems, processes and best practices Purchase materials, plan inventory and oversee warehouse efficiency Help the organization’s processes remain legally compliant Formulate strategic and operational objectives
Examine financial data and use them to improve profitability Manage budgets and forecasts
Perform quality controls and monitor production KPIs Recruit, train and supervise staff
Find ways to increase quality of customer service
July 2009 - July 2012
1999
IDEA Cellular LTD- India
Assistant Manager, Customer service
Ensuring company policies are followed.
Optimizing profits by controlling costs.
Hiring, training and developing new employees.
Resolving customer issues to their overall satisfaction. Maintaining an overall management style that follows company best practices. Providing leadership and direction to all employees. Ensuring product quality and availability.
Preparing and presenting employee reviews.
Working closely with the store manager to lead staff. Overseeing retail inventory.
Assisting customers whenever necessary.
Organizing employee schedule.
Ensuring that health, safety, and security rules are followed. Taking disciplinary action when necessary.
Ensuring a consistent standard of customer service. Motivating employees and ensuring a focus on the mission. Maintaining merchandise and a visual plan.
Maintaining stores to standards, including stocking and cleaning. Completing tasks assigned by the general manager accurately and efficiently. Supporting store manager as needed.
Education
DAVV University
B.COM
Skills
Management Leadership Customer Service Training KYC Management Projects
Revenue Generation- Indore India
Aided with the Revenue Generation of 75 lac
Subscriber Segregation- Indore India
Headed successfully completed Segregation Project of 5 Cr subscriber Pulping - Indore India
Undertook and completed Pulping Project for 360 Ton of Discarded
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