Customer Service Assistant Manager

NEHA GULATI

Fremont, CA

WORKING NOW WITH PACIFIC AVIATION AIR INDIA AT THE SFO INTERNATIONAL AIRPORT. WORKING WITH G2 AS WHEEL CHAIR COORDINATOR and DISPATCHER VALID GUARD LICENSE TOO

Highly organized Assistant Manager skilled in leading teams, managing daily operations and boosting customer satisfaction. Achieved success in increasing sales and profits, resolving customer complaints, and overseeing staff. Committed to providing exceptional customer service and operational compliance. Accomplished management professional versed in leading teams, increasing efficiency, and driving organizational success. Skilled in project management, budgeting, and strategic planning. Proven track record of developing successful strategies to exceed operational goals. Adept in leading diverse teams to reach corporate objectives.

Work Experience

Assistant Manager

KFC KENTUCKY FRIED CHICKEN-Fremont, CA

May 2023 to Present

• Trained new employees in job duties, safety procedures, and company policies.

• Managed store closing and opening procedures to ensure safety and security.

• Provided excellent customer service and developed strong relationships with customers.

• Assisted customers with inquiries, orders and complaints in a timely manner.

• Held team members accountable during shift by effectively coaching to improve performance.

• Managed daily operations of the shift, including scheduling staff members, delegating tasks, and resolving customer complaints.

• Monitored team performance to ensure quality standards were met.

• Complied with company standards and policies, setting example for team members.

• Maintained clean and secure operating environment, driving safety and well-being of employees on shift.

• Prepared end-of-shift reports for management review and approval.

• Supervised food production and preparation, promoting consistency with established recipes and procedures.

• Demonstrated proficiency in problem-solving techniques when addressing customer complaints or operational issues.

General Manager

THREE ESS AFRICA LTD-Nairobi

March 2013 to May 2023

• Recruited team members to maintain adequate staffing levels.

• Provided coaching and mentoring support for employees at all levels of the organization.

• Built and maintained relationships with vendors and suppliers.

• Used customer feedback for improving operations and building brand loyalty.

• Coordinated staff training sessions to ensure compliance with company policies and procedures.

• Managed profit goals against budget and prior year, keeping controllable costs within budget.

• Created policies, procedures and guidelines for staff members' daily operations.

• Used computerized inventory system to plan and manage adequate inventory levels.

• Met safety and security standards by overseeing preventative maintenance and repairs.

• Provided clear direction and set priorities for accomplishing desired actions and results.

• Executed sales and operational activities, producing results that met or exceeded business plan.

• Managed company assets by maintaining clean and fully equipped establishments with properly working equipment.

• Maintained positive relationships with key stakeholders including customers, suppliers and partners.

• Identified areas of improvement within existing systems and developed action plans for implementation.

• Oversaw budgeting activities, monitored expenses and analyzed variances from plan.

• Prepared financial reports, clearly explaining operational effectiveness, trends and variances.

• Facilitated communication between various divisions and departments regarding business objectives and strategies.

Manager

OCEAN BAY BEACH HOTEL-Mombasa

April 2012 to February 2013

• Mentored and trained new employees on company policies and procedures.

• Provided support for customers by addressing complaints quickly and efficiently, displaying exceptional customer service skills.

• Managed daily operations including scheduling and budgeting, exhibiting excellent multitasking capabilities.

• Assigned, prioritized, and delegated tasks and responsibility to departmental employees.

• Monitored team productivity and performance to support goals.

• Orientated and trained employees, encouraging confidence and helping individuals adapt faster to job roles.

• Communicated plans and actions to meet departmental goals.

• Utilized strong analytical and problem-solving skills to address operational issues.

• Coached and motivated team, driving sales and delivering exceptional customer service.

• Enforced work practices and procedures to reduce workplace safety and health hazards.

• Developed personal growth opportunities, empowering employees to produce results and meet goals.

• Resolved conflicts between team members promptly using sound judgment based on company policies.

• Liaised regularly with upper management to ensure alignment of goals and objectives.

• Defined and coordinated team goals and objectives to drive success.

• Conducted regular staff meetings to foster effective communication and performance.

• Utilized data analysis tools such as Excel spreadsheets to identify areas requiring improvement.

• Collaborated with senior management on special projects involving cross-functional teams.

• Established efficient processes for streamlining workflow across departments, highlighting proficiency in process improvement.

Teacher/Coordinator

Akal academy-Himachal Pradesh

November 2010 to March 2012

Teaching English to the students

Working as a coordinator to manage the curriculum and admissions process Team Leader

CITIBANK-Ludhiana, Punjab

September 2009 to November 2010

• Mentored and coached team members to ensure successful performance.

• Delegated tasks to team members according to project requirements and employee strengths.

• Provided guidance to the team on best practices for completing tasks efficiently and accurately.

• Motivated team to achieve optimal results through effective communication and interpersonal skills.

• Cultivated an environment of trust, respect, collaboration, and accountability among the team members.

• Resolved problems and escalated high-level issues to supervisor within established timeframes.

• Demonstrated excellent problem-solving and decision-making skills in resolving conflicts between team members.

• Established team goals, objectives and strategies for successful project completion.

• Facilitated regular meetings with the team to discuss progress towards goals and identify areas for improvement.

• Suggested changes to standard operational and working practices, providing leadership needed to develop and implement continuous improvements.

• Analyzed performance data to identify areas of improvement.

• Successfully led team of 10 members to deliver projects on time and within budget.

• Monitored workflows to ensure accuracy in data entry processes and provide timely resolutions when issues arise.

• Recommended changes in working conditions and equipment to increase business unit and team efficiency.

• Utilized effective delegation techniques throughout multiple projects simultaneously.

• Developed and utilized team-building exercises to promote workplace synergy and productivity. Home Loan Processor

ICICI BANK LTD-Ludhiana, Punjab

October 2006 to August 2009

• Provided technical support to staff members regarding home loan processing issues.

• Ensured that all applicable fees were collected prior to closing.

• Compiled comprehensive reports on loan processing activities for management review.

• Assisted customers in completing their loan applications accurately and thoroughly, including verification of income and assets.

• Negotiated terms and conditions of loans with applicants.

• Reviewed credit histories and appraisals to assess applicant's ability to repay loans.

• Analyzed financial information to determine eligibility for various loan programs.

• Utilized automated underwriting systems such as Fannie Mae Desktop Underwriterand Freddie Mac Loan

Prospector.

• Performed periodic audits of loan files for accuracy and completeness.

• Managed a high volume of complex customer inquiries in a fast-paced environment.

• Maintained up-to-date knowledge of lending laws, regulations, policies, and procedures.

• Successfully processed over 200 home loan applications per month, ensuring accuracy and compliance with federal regulations.

• Maintained detailed records on all home loan transactions using established databases and software programs.

• Analyzed financial statements and credit reports to verify accuracy.

• Integrated information from multiple sources to enable efficient processes, enhanced analysis and streamlined reporting.

• Resolved discrepancies in loan applications and documents.

• Communicated conditions to borrowers in easy-to-understand, non-mortgage verbiage. Sales Representative

HDFC BANK LTD-Ludhiana, Punjab

August 2004 to September 2006

• Demonstrated excellent customer service skills when dealing with client inquiries.

• Communicated product features, advantages, and benefits to customers.

• Developed and maintained relationships with customers to ensure repeat business.

• Utilized persuasive communication techniques to close deals quickly and efficiently.

• Attended scheduled training sessions and department meetings to build expertise.

• Generated new leads through cold calling, networking and referrals.

• Built strong relationships with key decision makers within target organizations in order to increase sales opportunities.

• Provided technical assistance to customers in order to resolve issues promptly.

• Analyzed sales data to adjust and improve sales strategies.

• Attended scheduled training sessions, department meetings, and company events to build expertise and promote company image.

• Performed market research to identify potential sales opportunities.

• Implemented creative marketing strategies to increase brand awareness in the marketplace. Education

BACHELOR OF COMMERCE in COMMERCE

PANJAB UNIVERSITY - Chandigarh

April 2001 to June 2003

Skills

• Staff Supervision

• Closing and Contract Negotiations

• Business Administration

• Staff Training

• Staff Development

• Business Development Understanding

• Business Planning

• Customer Relationship Management

• Staff Management

• Customer Relations

• Schedule Oversight

• Marketing Tactics

• Team Motivation

• Employee Performance Evaluations

• Sales Reporting

• Vendor Performance Monitoring

• Training and Development

• Money Handling

• Managing Multiple Priorities

• Recruiting and Interviewing

• Directing Team Members

• Hiring and Training

• Reviewing Performance

• Talent Recruitment and

• Events management

• Marketing

• Retail management

• Analysis skills

• Hospitality

• Supervising experience

• Sales

• Negotiation

• Microsoft Excel

• Manufacturing

• Telemarketing

• Sales management

• School experience

• Preschool experience

Certifications and Licenses

G6746636 Guard card

February 2024 to February 2026

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