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Customer Service Manager

Location:
Muscat Governorate, Oman
Posted:
January 11, 2020

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Resume:

SANYUKTA JOSHI

Customer Service Manager

Uttar Pradesh, India

+968.79451710

ada9xk@r.postjobfree.com

TRAINING & CERTIFICATIONS

●Diploma In IT UPTEC, 2005

●Certified Voice & Accent Executive, Verizon USA, 2008

●Certified MS Excel, I Direct,

IT Education, 2017

AWARDS & HONORS

●Best Employee 2018

●Best Team 2018

●Global Winner 2015

●Global Winner 2014

●Global Winner 2013

●Global Winner 2012

●Silver Winner 2011

●Star Performer 2008

●Best Employee 2007

PROFILE • ABOUT ME

I am a dynamic, highly motivated professional with over 11 years’ experience in customer service and advocacy, as well as customer management, project management, operations, and sales. I have a proven track record of enhancing the customer experience and improving retention through knowledge, patience, and understanding. I also have a strong portfolio of advanced technology research and implementation. Seeking challenging assignments in Customer Relationship Management and Back-office Operations with a leading organization of repute.

EDUCATION

City Montessori School Completed April 2001

ICSE – Marks 85%

Lucknow, Uttar Pradesh

Spring Dale School Completed April 2003

ISCE – Marks 59%

Lucknow, Uttar Pradesh

Bachelor of Commerce Completed April 2006

Lucknow University

University of Lucknow – Marks 59%

Lucknow, Uttar Pradesh

SKILLS

●Restaurant Management

●Customer Relationship

●Management

●Budgeting

●Zomato Base

●Interpersonal Skills

●Adaptability

●Positive Attitude

●Handling Pressure

●Drafting & Documentation

●Operations Management

●Reporting

●Coordination

●Team Management

PROFESSIONAL AFFILIATIONS

●Certified IT Diploma

●Certified MS Excel

●Certified Voice and Accent

COMPUTER PROFICIENCY

TCS

VMS

NICE

LANGUAGES KNOWN

English

Hindi

Gujarati

Haryanvi

Marathi

PERSONAL INTERESTS

●Travelling

●Table Tennis

●Dancing

●Reading

●Watching Movies

●Cooking

PERSONAL INFORMATION

oFather’s Name

oShri. Bhupendra Kumar Joshi

Permanent Address

Nand Bhawan,

7, Ashutosh Nagar,

Krishna Nagar,

Lucknow - 226005

Uttar Pradesh

India

oDate of Birth

oFebruary 28, 1985

oGender

oFemale

oMarital Status

oSingle

o

oNationality

oIndian

o

oPassport

oP3491808, Expires 07/19/26

●CAREER HIGHLIGHTS

●Hired, trained and coached 20 staff members on customer service skills, food and beverage knowledge and health and safety standards.

●Resourceful in handling overall functioning of process and maintaining relationships with the client to achieve quality product and service norms by resolving their service related critical issues.

●Adept at assessing requirements of the clients ensuring high satisfaction levels to forge long term relationships.

●Analytical problem solver with demonstrated ability to assess complex operational issues, identify defects, and develop solutions that improve delivery, eliminate causes, achieve cost savings and enhance productivity.

●Hands on experience in providing high-end service to clients in terms of knowledge sharing and coordinating with clients.

●Enthusiastic problem-solver with keen ability to rapidly assess diverse situational challenges, develop action plans, and lead team to meet or exceed targeted goals.

●Outstanding relationship building skills, strong communication abilities & exceptional emotional intelligence that excels in matrix and hierarchical structures.

WORK EXPERIENCE

Aapki Rasoi Restaurant September 2016 - November 2019

Customer Service Manager

Pune, Maharashtra, India

●Responsible for day to day restaurant operations.

●Responsible for maintaining a high level of customer service and satisfaction.

●Effectively delegate jobs and responsibilities to restaurant staff.

●Communicate with management across the company to ensure the effective running of the business as well as customer satisfaction.

●Work with management personnel to set targets and incentives to increase the turnover and profitability of the restaurant.

●Supervise operation of restaurants to maximize profitability, minimize legal liability and conform to alcoholic beverage regulations.

●Work with management personnel to plan and organize restaurant events.

BA Continuum Solutions Pvt., Ltd February 2009 - February 2016

Team Developer

Mumbai, Maharashtra, India

●Trained Executives in process knowledge.

●Handled teams of 30 people each.

●Presenting reports to the state side team in the US through VC.

●Oversaw a gamut of tasks including reviewing of property documents, preparing detailed reports related to document review, submitting to the state side team, drafting the legal property documents and maintaining 100 percent accuracy in document review.

●Prepared monthly reports in Excel and PowerPoint and present them to the Senior Level.

●Prepared property tax reports and send them to the state side team.

●Making Calls to the County offices to collect the current property tax information.

●Trained people in process knowledge.

Infosys BPO Pvt., Ltd January 2008 - January 2009

Billing Associate

Pune, Maharashtra, India

●Handling calls and addressing issues related to billing.

●Accountable for receiving and sorting out incoming payments with attention to credibility.

●Managing the status of accounts and balances and identifying inconsistencies in bills, receipts, and invoices.

●Maintaining account information with a new database or missed payments.

●Engaged in writing thorough reports on billing activity with clear and reliable data.

●Managing customer-centric operations & ensuring customer satisfaction by achieving delivery & service quality norms.

●Attending to clients’ complaints and undertaking steps for effectively resolving them.

●Interacting with the customers to gather their feedback regarding the product satisfaction.

ZBR Associates Pvt., Ltd March 2006 - December 2007

Customer Service Manager

New Delhi, Delhi, India

●Develop and review policies, programs, and procedures concerning customer relations and services provided.

●Ensure operational efficiency within a call center.

●Provide direction and feedback to team members and assisting with recruitment.

●Manage, motivate and develop staff providing customer services.

●Plan and implement after-sales services to follow up customer satisfaction, ensure the performance of goods purchased and modify and improve the services provided.

●Liaising with other organizational units, service agents and customers to identify and respond to customer expectations.

●Client management, client-facing skills, and client relationship building; Ability to carefully sense and identify client concerns or dissatisfaction and perform actions to address them quickly.

●Operations Management.

●Sound contractual and change management knowledge.

●Project management, financial and commercial skills.

●Other duties as assigned by the Management.

DECLARATION

I, Sanyukta Joshi, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.

Sanyukta Joshi



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