Quality Assurance Service Delivery

Farida Netarwala

Manager - Customer Service

Seeking a Senior Management position in Quality Assurance within the Logistics/Procurement industry. Have a proven track record in Service Delivery Management, expertise in Negotiation, Operations Management, Analytical Skills, Strategic Planning, and Team Management to drive process improvement, enhance quality standards, and optimise supply chain operations. Passionate about contributing to a company's growth and success by ensuring top-tier quality and efficiency. Mobile: +91-982**-***** E-mail: **********@*****.*** Address: Mumbai, India DOB: 08-07-1971 LinkedIn: http://linkedin.com/in/farida-netarwala-41202424 PROFESSIONAL SUMMARY

Managed teams ensuring seamless client experience in relocation and moving services. Performed service and process analysis, developed strategies for improvement. Ensured timely billing and analyzed costs associated with client shipments. Acted as Subject Matter Expert, provided feedback on supplier performance. Conducted research, analysis, and implemented projects as assigned. Created content for training and delivery across locations. TECHNICAL SKILLS

Operations Management Process Analysis Quality Management Supply Chain Logistics Project Management Training & Development MS Office Data Analysis Client Relationship Management WORK EXPERIENCE

Manager - International Agent Business

BTR (Work From Home) (Oct 2022 - Present)

Responsibilities included team management, client relationship management, service delivery optimization, process improvement, cost analysis, billing, and team training.

Managed a team of international relocation consultants, ensuring seamless service delivery and a positive customer experience. Oversaw all aspects of customer relocation, including shipment coordination, documentation, customs clearance, and destination services. Collaborated with a network of international agents and partners to provide comprehensive relocation solutions. Conducted regular service and process analysis to identify improvement opportunities, resulting in streamlined operations. Managed and analyzed costs associated with international shipments, ensuring timely billing and cost optimization. Provided ongoing training and coaching to team members, fostering their professional development and skill enhancement. Achievements:

Successfully implemented process improvements that resulted in increased efficiency and reduced operational costs. Consistently received positive customer feedback, reflecting a high level of service satisfaction. Manager, APAC - Moving Services

Cartus India Pvt. Ltd. (Bangalore) (Apr 2019 - Mar 2022) Responsibilities included team management, vendor management, stakeholder communication, performance analysis, service quality assurance, process improvement, and project implementation. Managed a team of consultants responsible for overseeing moving services across the APAC region, ensuring timely and efficient relocation solutions.

Acted as a key liaison between clients, international assignment consultants (IACs), and household goods suppliers to facilitate smooth relocations.

Ensured the delivery of high-quality moving services that met both client expectations and company standards. Conducted regular performance analysis of suppliers, providing feedback and recommendations for improvement to enhance service quality. Collaborated with internal stakeholders, including account management and sales, to respond to client requests for proposals (RFPs) and deliver tailored moving solutions.

Researched, analyzed, and implemented process improvements that enhanced operational efficiency and service delivery. Presented project updates and insights to internal and external stakeholders, demonstrating expertise in moving services. Achievements:

Successfully implemented a new supplier performance evaluation system that led to improved service quality and client satisfaction. Manager - Moving Services

Writer Relocations (Mumbai) (Nov 1998 - Apr 2019)

Responsibilities encompassed team leadership, client relationship management, quality assurance, international pricing and logistics, service quality audits, training and development, talent management, and international partner relationships. Managed a diverse portfolio of moving services, including export/import management, VIP client services, international pricing, and business migration.

Led teams across various departments, including customer service, operations, and quality assurance, to ensure smooth and efficient relocations.

Developed and implemented quality management systems to maintain high service standards and ensure client satisfaction. Managed key client relationships, addressing escalated issues, and ensuring customer delight through proactive service delivery. Conducted internal service quality audits to identify areas for improvement and enhance operational efficiency. Designed and delivered training programs across multiple locations, equipping teams with the necessary skills and knowledge. Steered talent development and succession planning initiatives, contributing to building a strong and competent workforce. Managed international partner relationships, negotiating contracts and ensuring seamless collaboration for international relocations. Achievements:

Successfully implemented a customer delight program that resulted in increased customer satisfaction and retention. Streamlined operational processes that led to cost savings and improved efficiency in moving services. Have also worked at company’s different locations across India and Overseas offices to assist in implementing efficiency in service. EDUCATION

Bachelor of Arts (1992 - 1995)

Jai Hind College, Mumbai, Mumbai, India

CERTIFICATIONS

Business Finance for Business Managers (2016)

Service Excellence & Process

Young Leaders Training

MS Office

Every Customer counts

Managerial Effectiveness

SKILLS

Core Competencies: Service Delivery Management, Process Improvement, Team Leadership & Development, Stakeholder Management, Analytical & Problem-Solving

Soft Skills: Communication, Teamwork, Problem-solving, Adaptability, Leadership, Negotiation, Time Management, Analytical, Strategic Thinking, Decision-Making

HOBBIES

Traveling, Reading, Learning, Coaching

LANGUAGES

English, Gujarati, Marathi, Hindi

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