Executive Assistant Customer Service
Resume:
To work in a professional environment that would provide ample scope for personal as well as professional growth.
Principle Duties & Responsibilities - Executive Assistant
Maintained multi-dimensional complex calendar events and created highly effective organized filing system.
Prioritized emails, received incoming calls, scheduled board and foundation meetings, book conference rooms, arranged out of town conferences, travel and hotel accommodations
Managed special project, processed bills and keep a track of all daily mail.
Drafted correspondence, conducted online research, provided pickup and delivery courier service
Manage all credit card payments, telephone and mobile phone bills along other expenditures, car insurance also
Get the important documents approved and signed by the director.
Handled confidential material at the highest level & coordinated the communications and logistics of staff meetings, produced materials.
Performed research, data collection, document generation as necessary to complete special projects and price quotes.
Airline, hotel, and ground transportation arrangements, both domestic and international.
Utilized discretion and judgment at all times in dealing with executive's direct reports, as well as communication with customers and vendors via telephone and email.
Prepared and reconciled expense reports & updated and organized reports.
Taking care of the complete hiring procedure for the group for entry and executive level.
Assisted General Manager procurement with procurement of the products for the group.
Principle Duties & Responsibilities - Personality Development & Language Trainer
Conducted personality enhancement programs in VIT (Vivekanand institute of technology) Jaipur (client - Bridge Intellia)
Conducted personality development programs for ABES university in Ghaziabad (client – Bridge Intellia)
Conducted Personality enhancement programs in LPU (Lovely professional university) Jalandhar (client Bridge Intellia)
Principle Duties & Responsibilities – Assistant Manager
Responsible for handling operation team of 70 advisors (Inbound Customer Service) and 3 TL (team support specialist) responsibilities included daily statistics, monitoring, coaching and feedback
Ensuring compliance measures are followed to improve process efficiency
Dealing with complaints for Barclaycard customers
Work with support departments to ensure staffing strategies are effectively executed.
Completed a white belt project on reducing absenteeism and worked closely with WFM team helping them in areas like Interval based planning, billing, staffing and scheduling. This was nominated for the best project for the 1st quarter of 2010
Helped transition process changes which included client interaction through conference calls and client visits
Defining KRA’s for the team in accordance with the organization policies and process requirement
Developed daily and monthly contests and R&R plans with the operations manager helping the process meet its SLAs
Developing solutions & initiatives for process improvement & risk-management. Significant Contributions:
Identifying the training needs of the associate and working with the training department in designing innovative and informative trainings
Member of the “Leaders Teach Group” providing trainings on behavioural competencies and soft skills
Reduction in attrition in the 0-3 month’s bracket
Principle Duties & Responsibilities - Team Leader
Responsible for handling operation team of 18 advisors (Inbound Customer Service)
Managing complete team performance, including preparing team data, analysis report, weekly scores
Ensuring compliance measures are followed to improve process efficiency
Handling supervisory calls to resolve customer complaints
Responsible for completing team’s performance development plans & career
Retaining talent through strong people engagement
Significant Contributions:
Team of the quarter award based on CSAT scores 6 months between Mar’07 – Apr’08
Zero attrition bonus for two quarters (JFM’07 & OND’07)
Principle Duties & Responsibilities – Airport Services
Handling checking, customs, immigrations, boarding and arrival of flights
Principle Duties & Responsibilities – CSE, QA, Team Leader
Joined as a customer service advisor (Inbound Customer Service)
Promoted as a quality analyst. Profile included auditing calls, giving feedback, attending conference calls for clients based in US, conducting training for the new hires
Got promoted as a team leader starting with team strength of 15 going up to 21. Responsibilities included ensuring all process SLA are met, managing team performance with coaching and feedback, performance reporting etc.
Completed a green belt project for reducing AHT for the process
Got awarded numerous times for outstanding performance.
Principle Duties & Responsibilities - Customer Service Executive
Solving customer queries
Was also responsible for authorizing high dollar purchases on credit cards and approving any falcon referral charges for customers with GM
Graduation - Bachelors in Commerce from Mumbai University, March 2002, Grade -1
Intermediate - Swami Vivekananda Junior College, March 98-99, Grade - 1
High School - Sacred Heart High School, March 96-97, Grade- 1
Operating System : Windows 98/2000/XP/2007
Application Software : MS-Office, MS Excel
Date of Birth : 04th October 1981
Gender : Female
Marital Status : Married
Permanent Address : 7/21 4th floor block 7 Subhash Nagar, New Delhi - 110027 Phone Number 981*******
Declaration: I hereby declare that all the above given information is correct & true to my knowledge.
Date:
Place:
Name
Priya Kohli
Priya Kohli
7/21 4th floor block 7 Subhash Nagar New Delhi- 110027
************@*****.***
CAREER OBJECTIVE
WORK EXPERIENCE
Amatra Hotels & Resorts - (Mar’19 till Date)
Freelance trainer - (Mar’11 till Dec’14)
British Airways (Mar’06 - Nov’06)
WIPRO BPO (Jul’03 - Jan’06)
Intelenet (May’02 - Jun’03)
ACADEMIC QUALIFICATIONS
COMPUTER PROFICIENCY
PERSONAL DETAILS
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