Customer Service Director
Resume:
VEENA. P
RESULT ORIENTED PROFESSIONAL
- Customer Service Management
- Customer Acquisition & Retention
-Operations Management
Seeking career enriching assignments in the positions of Operations and Customer Service to leverage enriched experience in establishing and implementing tools, and enforcing methodologies while making a significant contribution to the success of the company. A well-grounded Operations & Customer Service Management Professional with exposure of over 9 years in handling various functions such as Customer Service Management, sales, revenue growth, business needs assessment, operations management, and client satisfaction. Capable of delivering holistic solutions to carve a niche in highly competitive solutions and offering leadership qualities with a promising approach to provide the best. Successfully augmented the number of customers and phone calls answered from 120 per day to 210 per day.
Established credibility in creating win-win relationships with customers with proven capability in managing customer-centric operations while adhering to guidelines and ensuring customer satisfaction by achieving delivery and service quality norms. Understanding customer's needs and advocating for the customer's interests dealing with demanding customers, delivering complex messages that address company needs for additional information or modified actions by the customer.
Possesses the competence to complete the work assigned without compromising on quality under all circumstances using a combination of organizational and presentation skills. Proactive team lead and an effective communicator with significant analytical, problem-solving, and interpersonal abilities and the capability to grasp knowledge quickly and easily. Customer Service Expertise Sales Management Conflict Resolution Operations Management Revenue Generation Relationship Management Business Needs Assessment Client Need Assessment Escalation Management Training & Development Team Management Process Improvement Customer Service lead Activities Customer Retention & Satisfaction Customer Service Complaints AUG 2019 – NOV 2022 WITH EXTRA UNITED ELECTRONICS LLC -OMAN (MUSCAT) OPERATIONS AND CUSTOMER SERVICE SUPERVISOR
Key Deliverables:
Coached sales associates in product specifications, sales incentives, and selling techniques. Significantly increasing customer
satisfaction ratings.
Applied performance data to evaluate and improve operations, target current business conditions, and forecast needs.
Bolstered sales volume by implementing incentive programs and initiating advanced employee training.
Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
Completed point of sale opening and closing procedures.
Managed inventory control and store opening and closing procedures.
Rotated merchandise and displays to feature new products and promotions.
Analyzed and interpreted store trends to facilitate planning.
Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing a platform for all to voice concerns.
Delivered positive results by controlling the monthly operations.
Set effective schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety, and cleanliness.
Coached sales associates on product knowledge by using a wide variety of training tools.
Supervised guests at the front counter, answering questions regarding products.
Set, enforced, and optimized internal policies to maintain responsiveness to demands.
Maintain and grow relationships with existing clients. AUG 2015 – JUL 2019 WITH BIAL BANGALORE INTERNATIONAL AIRPORT AS OPERATION ASSISTANT Key Deliverables:
Operated closely with the operations manager to oversee daily business operations. Analytical
Skills
Problem-
Solving
Communication Time Mgmt.
Interpersonal
Skills
Leadership
Qualities
ACHIEVEMENTS
**************@*****.***
linkedin.com/in/veena-p-57696bb7
OVERVIEW
SIGNATURE SKILLS
Muscat
PROFESSIONAL EXPERIENCE
Handled various allocations like information desk, public announcements, telephone inquiry, check-in concourse, arrival, curbside, immigration, gates, and pre-embarkation security check.
Projected any bottleneck in the flows relevant to the allocation and take measures as per SOP.
Succeeded passenger and baggage processes within the terminal and always ensure business Continuity inside PTB and Landside.
Assisted in meeting ASQs ensured that there is no hindrance to terminal operation and passenger experience at any given point.
Well versed with all ICAO, DGCA, BCAS, and other regulatory norms and well awarded with rules made by statutory bodies.
Actively involved in the implementation of airport ASQ action plan, recorded all events, incidents, and mishappening at allocated place.
Executed research to collect and record data related to Infrastructure and operations also Maintained daily reports and advised executive leaders in decision on-making processes.
Acknowledged faults, and flaws in the infrastructure or services provided.
Steered walkthrough for interns and trainees.
Carried out the research to collect and record data related to Infrastructure and operations also maintained daily reports and advised executive leaders in the decision-making processes. NOV 2013 - MAR 2015 WITH ENCHANTING TRAVELS PVT LTD AS OPERATIONS EXECUTIVE Key Deliverables:
Provided customers with the best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings. Composed and oversight of the operational budget.
Developed strategies and procedures that increase efficiency and maximize profits.
Oversaw day-to-day operations.
Constructed memorable and exquisite travel itineraries and vacations for high-level clients and business executives.
Administered payments and vouchers also handled all sensitive information with professionalism and discreteness.
Arranged for the ground services as in transportation, guide, airport assistance, and activities.
Conducted flight ticket bookings in GDS (Amadeus).
Prepared relevant documentation to dispatch.
Recognized issues that may affect sales, production, or delivery of services, and the creation of solutions to promptly address problems.
Discoursed security issues and protocols with individuals traveling to highly insecure countries or areas.
Welcomed visitors in a warm and friendly manner and answered any questions visitors have.
Served visitors by greeting, welcoming, directing, and announcing them appropriately. Answered, screened, and forwarded any incoming phone calls while providing necessary information when needed.
Graduated B.com (travel and tourism) from Jyothi Nivas college autonomous, Bangalore, India (Jun 2010 – May 2013).
Commerce student from S.S.M.R.V college Bangalore University, Bangalore, India (Apr 2008 – Apr 2010).
SSLC from Bangalore University, Bangalore, India (Mar 2007 – Apr 2008). Certification:
Certified in firefighting and rescue certification in 2017.
Accredited with international service director Rotaract club in 2013.
Successfully completed placement course in 2013.
Accomplished with tourism geography airfare and ticketing in 2012.
Actively completed the internship on tours and travel in 2012.
Taken part in a tourism workshop on entrepreneurship cell in 2011. IT Skills: Well-versed in Microsoft Office
Tested for international academic qualification.
Bestowed for International women 's day event at Bangalore International airport.
Awarded star of the week with a letter of appreciation. Date of Birth: 4th May 1992 Marital Status: Married Languages Known: English, Hindi, Tamil, Telugu, Kannada EDUCATION & CREDENTIALS
ADDITIONAL INFORMATION
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