Customer Service Management
Resume:
Masih Shaikh
My Career Objective:
To make a positive contribution to my career as well as to my company with the goal of advancing into a major management responsibility
Work Experience:
Period: - March 2011 – Till date
Organization: V Customer Services India Private Limited.
Designation – Facilities Executive.
Department – Facilities.
Key Function & Responsibilities:
Vendor Management: Interacting with vendors, participating in negotiations with vendors.
Undertaking Facilities Management: House Keeping, Office maintenance (Office premises and assets), operational and periodical maintenance of all electrical / mechanical systems / equipments (UPS, DG, AC, Firefighting equipments).
Making proper arrangements for Clients visits (Ticketing, stay arrangements, and transportation arrangements).
Interacting with vendors, checking the quality of food before being served to the staff, hygiene and attending to staff complaints.
Arranging daily transportation pickup and drop for company employees.
Booking conference rooms and arranging all other necessary arrangements i.e.: projector screens etc.
Asser tagging, daily weekly checking of all assets in regards to safety and maintenance.
Bills processing and Payments follow-up: Processing of Monthly bills like vendors bills, contractors, telephone and supplier bills and follow-up for payments with accounts department.
Procuring and maintaining stationery.
Handling petty cash.
Maintaining records of incoming and outgoing materials.
Handling the annual maintenance contracts and maintaining the records.
Preparation of purchase order and purchase request based on quotations, getting approval from department heads.
Other day to day administrative activities.
Work Experience:
Period: - March 2010 – Jan 2011
Organization: Sparsh BPO Services Ltd (An Intelenet company)
Designation – Administration Executive.
Department – Administration.
Key Function & Responsibilities:
Vendor Management: Interacting with vendors, participating in negotiations with vendors.
Undertaking Facilities Management: House Keeping, Office maintenance (Office premises and assets), operational and periodical maintenance of all electrical / mechanical systems / equipments (UPS, DG, AC, Firefighting equipments).
Making proper arrangements for Clients visits (Ticketing, stay arrangements, and transportation arrangements).
Interacting with vendors, checking the quality of food before being served to the staff, hygiene and attending to staff complaints.
Arranging daily transportation pickup and drop for company employees.
Booking conference rooms and arranging all other necessary arrangements i.e.: projector screens etc.
Asser tagging, daily weekly checking of all assets in regards to safety and maintenance.
Bills processing and Payments follow-up: Processing of Monthly bills like vendors bills, contractors, telephone and supplier bills and follow-up for payments with accounts department.
Procuring and maintaining stationery.
Handling petty cash.
Maintaining records of incoming and outgoing materials.
Handling the annual maintenance contracts and maintaining the records.
Preparation of purchase order and purchase request based on quotations, getting approval from department heads.
Other day to day administrative activities.
Work Experience:
Period: - June 2007 - June 2009
Organization: Reliance Communications Ltd., Mumbai
Designation – Customer Relationship Manager.
Department – Customer Service Delivery.
Key Result Area:
Collections.
Retention
Churn Management.
SR Management.
Add on sales
Revenue maximization.
Key Function & Responsibilities:
Take full responsibility of the POSTPAID Customers in each CIOU under the Zone
Dissemination and adherence to processes/ SLAs/ guide-lines / audits &
bringing about the desired eradication of errors + the enhanced C-Sat scores.
Ensure smooth CC transactions and customer care delivery at all touch points
(WW/WWE) including delivery of the right Customer Experience.
Immediate dissemination, briefing & Training of WW/WWE FSDs/FOS/Franchisee
for all new product launches / Processes/ Systems etc.
Drive customer retention thru implementation of retention programs. Specially
the Platinum and Gold Customer base on a proactive basis.
Benchmarking Competitive Stores & Experiences in order to deliver a better
experience to our customers.
Close looping of customer resolutions with the WW/WWE FSD.
Ensure Timely Bill delivery and maximize Collections from the <30 days OD
bucket.
Project Done:
Successfully completed a project on Data Capture for Data card customer within 15 days.
Objective of the project:
Since data card customer is not contactable, with the help of IT team we developed data card software.
After scanning we matched the name and address of data card customer with other product used by the same customer.Telecalling was done for confirmation.
For data card customer not using any other product nor having alternate number, Field visit was done for gathering information for data capture in portal.
Work Experience:
Period: - Jan 15 to June 15 2007
Organization: Motilal Oswal Commodities Broker Private Limited, Mumbai
Designation – Business Development Executive
Department – Commodities
Key Functions & Responsibilities:
Generating sales lead.
Appointment and meeting with customer for the closure of sales.
Updating the meeting feedback in portal.
Servicing the customer for any needs and requirement.
Work Experience:
After graduation worked at Symbiosis Customer Relationship Management Services Pvt Ltd as Phone Banking Officer for ICCI Bank Process
Duration:2 Months
Educational Qualification:
Examinations
Name of the Institute
University /
Board
Year of
Passing
Percentage
MMS/MBA
Allana Institute of Management Studies
Mumbai
2005-07
61.21%
BMS
Akbar Peerbhoy College of Commerce and Economics.
Mumbai
2002–05
65.43%
H.S.C
Ramanand Arya DAV college of Science and Commerce.
Mumbai
2001–02
69.67%
S.S.C
New Model English High School
Mumbai
2000
56.40%
Computer Proficiency: MS Word, MS Excel, PowerPoint.
Extra Curricular:
Participated in many inter college & intra college Events, Debate Competition, Business Plan & Contests, worked as a key person in arranging various events at college level.
Personal Profile:
Contact No: 902-***-****
E-mail: *****.******@**********.***
Permanent Address: Flat no 11, 12, C-12 Building, Shamshad Nagar, Mumbra, Dist Thane 400 612
Date of Birth: 06 April 1985
Marital Status: Single.
Nationality: Indian.
Language Known: English, Hindi, Marathi, and Urdu.
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