Customer Service Management

NITIKA MANCHANDA

Objective

To gain recognition of knowledge and ability in the chosen field and remain

committed to continuous learning, be progressively more useful to the

Organization where employed and move up the career graph.

Work Experience

Shradha HRD Jan 2012 – Current

Shradha HRD covers the complete spectrum of soft skills for the entire breadth of HR. Leadership & coaching, management, development programs, soft skills for communication excellence, cutting edge BPO training & unique digital learning solutions from the area of core competence.

Work Profile

Train the Trainer

Underwent training for grammar, sounds and articulation of sounds.

Presentation on every part that has been covered, to the lead trainer.

Projects Handled

WNS – Voice & Accent training for TNH (Train and Hire) batches. Basics in terms of grammar and sounds articulation for 24 days.

RBS – Induction programs. 4 days of inductions with the lead facilitator from RBS. Handled the entire downloads and execution of the activities.

Kendriya Vidhyalaya – Spoken English workshops. Demonstrated the spoken English software and handled queries related to the same. Demonstration related to the features of the software and how to use the software, benefits of the software for enhancing spoken English of teachers and students. Lessons plans according to the needs and requirements of the school or colleges.

Content Development

Worked on the lesson plan for school and colleges.

Vocabulary and explanation of the words through sentences for Hindi medium school and colleges.

Grammar portion – Update Vocabulary, feedback and exercises for the entire lesson plans according to the requirement of the school or college.

Freelancing projects (Oct 2011 – Dec 2011)

Personality Development training covering the topics Time Management, Leadership skills, Communication Skills, Negotiation Skills and Stress Management.

Comesum Food Plaza Dec 2008 – Aug 2011

A brainchild of R.K. Pariwar. Comesum a 24 hours campaign of non - stop fooding, a combination of glamour, glitz and surreal surrounding of the expressions commonly signifies food with love and honor. Comesum is a Latin word which apparently means “Come and Eat Together”.

Presently working with Comesum Food Plaza as “Manager – Corporate Communication & Marketing”.

Work Profile

Marketing Activities:

Includes locating the right property for expansion in the market, dealing with property dealers and simultaneously visiting the site/s.

Prepare the presentation of the site/s which includes the pictures, feasibility

of the place, calculating the profitability and accordingly briefing the higher

management about the site feasibility.

Meeting the clients and understanding the needs and requirements about the

site.

Negotiating the deal.

Prepare the LOI and Agreement as agreed by both the parties.

Sourcing out new vendors for Kitchen Equipments, Machinery and other important things required for opening a new outlet and handling the same to the respective department concerned.

Coordinating with the HR for new team setup.

Taking care of the interiors and provide inputs regarding the same.

Media and PR activities:

Prepare matter / editorial for the advertisement in the magazines.

Coordinating with new magazine companies and negotiating the deals to create awareness about the brand.

Management Activities:

Reporting to the Director of the company.

Handling his emails and replying on his behalf.

Proof reading of the menus, boards.

Preparing Manuals and Library for office reference.

Manual include: – Templates of our outlet menus, board designs and food

shots

- Template of IRCTC approved menu list (food items)

- List of all the documents and licenses required before opening an outlet / restaurant.

- Architectural design and layout of the outlet.

- List of Equipments & Materials and things required to open a restaurant.

- Template of calculating the expenses while opening a new restaurant. Architectural work required on the site.

- List of important and basic points to be followed for store opening.

- Hiring of new staff and taking care of their formalities and training.

- Pre opening and post opening checklists

- Inaugural expenses

Library Maintenance: - Includes all the brochures and leaflets from different

Companies of equipments, machinery and other hotel

and restaurant related equipments.

Call Centre – Meals on Wheels:

Comesum running successfully at all major railway stations catering to the passengers and locals have come up with a new idea of catering in the Trains which is called as Meals – On – Wheels. Servicing and catering to the hunger of people travelling in the train.

Heading the call centre division.

Handling and managing a team of 4 people.

Training the new joiners and monitor their calls till they get hands on it.

Preparing daily and monthly summary sheets and presenting the same to the director.

Work out on new ideas in terms of increasing the sales and implementing the same.

Training

Train the new joinees and monitor their calls.

Customer service training in terms of greeting the customers and providing them the solution.

Voice & Accent training to the staff – Basic English grammar, etiquette and behavioral training.

Franchise India Holdings Ltd. Oct 2007 - Nov 2008

A Brief About the Company

Franchise India is Asia’s leading integrated franchise consulting company since 1999 with an absolute authority on Franchising, Licensing, Retailing, Real Estate and Marketing.

FIHL has assisted numerous organizations both International and Domestic in franchise & retail expansion through various divisions:

- Franchise India International Services

- Franchise India Property Services

- Franchise India Event Services

- Franchise Guru

- Franchise India Media Solutions

- Franchise India Consulting

Worked with the International Division of Franchise India Holdings Ltd. as Assistant Manager – International Business.

Work Profile

Brands – Franchise India has assisted various International Brands to enter India and partner them with reliable Indian Business Houses / Companies / Investors. Some of our successful associations - gordonMax, Change, Greggio, Cup & Cino, Chocolate Graphics, etc.

- Database management of the brands.

- Locating suitable Indian Partners for the brands.

- Email Blast – Prepare EB matter and Coordinate the same with the relevant team.

- Database Management of the leads generated from the EB.

- Communication with the investors.

Investors – Franchise India deals with Indian investors & Large Business

Houses and help them tie up with International Brands.

- Database management of the investors.

- Provide brand details as requested by the investors.

- If the investor is interested after receiving the initial stage documents, send relevant membership proposal.

- Prepare EB matter and coordinate with the relevant team for the coordination.

- Our in-house property division helps the investor in locating / renting the property for opening the brand in India, if required. Coordinate the same with the property division, brand and the investor.

International Exhibitions - Franchise India participates/exhibits in the International Exhibitions. FIHL creates an Indian Pavilion and provide a platform to Indian companies/Brands to go outward.

My Role in the International Exhibitions

- Initial Communication with the event organizers.

- Targeting Indian Business houses and High net worth individuals. Sending them communication to exhibit with us and internationally market their brand.

- Prepare presentation – highlighting about the event, pre and post marketing activities and benefits of exhibiting with us.

- Email Blast – Prepare matter

- Database Management of the leads generated from the EB.

In-House Exhibitions – Other than participating in the International exhibitions, FIHL hosts in-house International and Regional events.

Franchise India is coming up with its 6th International and Retail Show:

FI2008

My Role in the Exhibition : Promoting FI2008

- Building an International Pavilion – showcasing International companies from all around the world.

- Targeting International companies

- Prepare Presentation – Highlighting about the expo, services we offer & pre and post marketing activities.

Media Exchange, Banner Exchange & B2B Publication – “The Franchising World” is India’s most comprehensive end to end business and franchise solution magazine.

- Research the details of International Franchise websites and send them initial communication for media / banner or B2B Publication depending on the nature of the company / website.

Travel Port (May 2005 – June 2007)

Worked as a Process Expert & Trainer with Travel port, with NAHD- Supplier Desk (dealt with hotel and car vendors).

Helped in the transition period as well as have trained the new batches.

Helped hotel and car vendors in their queries related to test sell of a hotel, creating negotiated rate and maintaining hotel database.

Solving preclaim & postclaim queries.

Handled team of 10 executives and assigning daily duties to them.

Prepare EOD reports

Dealt with the GDS's- Apollo, Worldspan, Amadeus & Sabre

Global Vantedge (June 2004-Mar 2005)

Worked as an Executive Operation in Global Vantedge for a period of 9 months with the process Falcon.

Collecting payment on accounts that were 2 months past due for Aspire credit card.

Wipro Spectramind (May 2003-Jan 2004)

Worked as an Associate in Wipro Spectramind for a period of 8 months

with the processes Franklin mint and CompuServe billing.

Franklin mint dealt with selling and upselling of collectibles.

Compuserve billing is a sister concern of AOL. It is an ISP

(Internet Service Provider).

Education

High School from St. Anthony’s Sr. Sec. school, Hauz Khas, New Delhi. 1998 - 1999

Inter School from GHPS, Vasant Vihar, New Delhi. 2000 - 2001

Bachelor of Commerce from Delhi University (Correspondence) in 2004

Diploma in Domestic and International Ticketing from Sita Academy, Connaught Place

Personal Details

Father’s Name : Late Shri. Narinder Manchanda

Mother’s Name : Mrs. Prabha Manchanda

Address : I block Lajpat Nagar-2, New Delhi-24

Phone No. : (M) 0-981*******

E-mail : ****************@*****.**.**

Date of Birth : 19th January 1984

Strengths

Willingness to learn,

Team player & Ability to handle situations.

Date

Place

Nitika Manchanda

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