Customer Service Office

Resume: Sunita Govindan Nair/August ****

Sunita Govindan Nair

Mobile : +971*********

E-mail: **************@*****.***

Profile

Enthusiastic customer service professional with over 20+ years experience with an excellent track record of significantly increasing service quality, sales, customer base and accounts collection . Seeking a new, challenging role in a company which will utilize existing skills. A highly efficient individual with extensive team leadership experience, able to adapt well to new environments to achieve outstanding results

Educational Qualifications

Degree University Year of Passing

Master of Business

Administration

(MBA)

Mahatma Gandhi

University

2012

Bachelor of

Commerce (B.COM)

Mumbai University 1989

Higher Secondary Don Bosco School 1986

Work Experience

Customer Relationship Manager, Jusoor Facility Management(2018-Present) Key Responsibilities:

• Leading team for accounts collection, follow ups

• Meeting clients to maintain and improve business relationships

• Getting new orders and facilitate process

• Swift resolution of customer grievances

• Respond to client account queries in a timely and professional manner

• Perform all administrative duties related to ensuring office efficiency Customer Service Team Lead, Aramex, Abu Dhabi (1997- 2018)

Key Responsibilities:

• Proven record of accomplishment in resolving complex customer issues

• Won best customer service excellence award multiple years in a row

• Reduce compensation on lost parcels and documents through Resume: Sunita Govindan Nair/August 2019

negotiation and effective communication

• Manage a team of more than 20 customer service (CS) associates and lead weekly discussions to set sales goals as individuals and as a team.

• Elevated audit satisfaction of Global Case System index to new highs and constantly maintained high grades

• Handle full spectrum of logistics activities, inbound/outbound cargo, express and domestic shipments

• Analyze and resolve high profile complaints and issues

• Ensured swift resolution of customer grievances to preserve customer loyalty while complying with company policies

• Understand customer needs and provide feedback to company to improve performance

• Monitor and enhance overall performance of team members and lead by example

• Set KPI’s and conduct annual performance review for team members

• Develop and train CS team members and frontline employees to achieve service excellence

• Work with operations to ensure smooth flow of deliveries

• Set a precedence for fellow team members to follow and maintain an enthusiastic attitude, friendly demeanor, and integrity-driven conduct at all times.

Office Manager, Teamco International Marine Services, Abu Dhabi (1992-1997)

Key Responsibilities:

• Maintains office services by organizing office operations and procedures

• Completes operational requirements by scheduling and assigning employees, following up on work results.

• Maintains office efficiency by planning and implementing office systems, layouts

• Maintains office staff job results by training, counseling employees; planning, monitoring, and appraising job results.

• Provides historical reference by defining procedures for retention, protection, retrieval, transfer, and disposal of records. Accounts Assistant/Accounts Collections, Hilden Industries, Mumbai (1990-1992)

Key Responsibilities:

• Provide support to accounting leads and perform as per team expectations

• Performing basic office tasks, such as filing, data entry, answering phones, processing the mail, etc.

• Handling communications with clients and vendors via phone, email, and in-person.

• Prepare financial reports and assisting with audits, fact checks Resume: Sunita Govindan Nair/August 2019

Achievements

• Best Customer Service Excellence Award, Aramex (2012 – 2014)

• Best Customer Service Excellence Award, Aramex (2015)

• Served on management review committee

• A proven record of accomplishment in resolving complex customer issues

Skills

Determined and a highly organized individual with positive attitude and passion for company goals and values.

Ability to handle high pressure situations

Keen to develop my understanding and acquire new skills through new ventures and opportunities.

Ability to adapt towards changing situations with ease

Ability to lead large teams

Good communication and organizational skills

Personal Information

Name : Sunita Govindan Kutty Nair

Gender : Female

Date of Birth : 21-11-1966

Passport Number : J5328228

Nationality : Indian

Marital Status : Married

Visa Status : Husband’s sponsorship

Linguistics Proficiency : English, Malayalam, Hindi (Spoken) References : Available upon request

Declaration

I, hereby declare that all the details furnished above are true to my knowledge. Sunita Nair

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