Highlights:With over 20 years of experience in customer service and administrative operations, I have consistently driven team performance, streamlined processes, and delivered exceptional results. As a trainer in a call centre, I successfully enhanced employee skills and engagement, contributing to improved service delivery and client satisfaction

Skills:Problem-Solver, Organization, Effective communication, Attention to detail, Technology skills, Time management, Scheduling, Working well under stress

Goal:I aim to leverage over 20 years of experience in customer service and administrative management to excel as an administration manager, driving operational efficiency, team development, and strategic success within a dynamic organization.

Honor:Outstanding Trainer Award for achieving a 100% NHT throughput during training sessions. We are recognized for Exemplary Leadership in streamlining call center operations, reducing call resolution time by 20%. Top Performer Award for exceeding customer satisfaction metrics for three consecutive months.

Trainer 02/2023 - 12/2024
Teleperformance Global India, Mumbai, Maharashtra India
Industry: BPO / Contact Center
Worked on 3 different processes (USA Fintech, USA Auto Insurance, USA Hospitality) and set up 5 new lines of business.
? Identifying the skills and knowledge gaps among employees and determining the training requirements. ? Conduct surveys, interviews, and consultations with managers and employees to identify training needs. ? Analyze performance metrics, employee feedback, and industry trends to pinpoint areas where training is required. ? Work with department heads and human resources to prioritize training initiatives. ? Design effective training materials, including presentations, handbooks, videos, e-learning modules, and activities. ? Create training plans that address specific job roles, skill levels, and organizational goals. ? Ensure that training content is current, relevant, and aligned with company objectives and industry regulations.--
Trainer 02/2020 - 02/2023
Tech Mahindra Business Services, Mumbai, Maharashtra India
Industry: BPO / Contact Center
Worked for one of the renowned UK Based telecom service providers. Had worked in 6 lines of business (Skillsets)
? Conduct in-person workshops, seminars, and group training sessions. ? Utilize online platforms and tools for virtual training when needed. ? Engage learners through interactive methods such as role-playing, case studies, and group discussions. ? Adapt delivery style to suit different learning preferences and levels of experience. ? Analyze post-training performance metrics to determine the impact of training on productivity and job performance. ? Prepare training schedules and coordinate with different departments to ensure participation. ? Manage training budgets, ensuring cost-effective delivery of programs. ? Source and maintain training tools, such as e-learning platforms, visual aids, and software--
Admin Coordinator 02/2019 - 09/2019
Supremus Developers Pvt Ltd, Mumbai, Maharashtra India
Industry: Other Services (B2C Non-Financial)
Highly organized and detail-oriented Admin Coordinator with experience in administrative operations and support. Skilled in coordinating complex schedules, managing documentation, and streamlining office processes to improve efficiency. Adept at collaborating across teams to ensure seamless communication and operational success. Proven ability to handle multiple priorities while maintaining high standards of accuracy and professionalism. Committed to delivering exceptional administrative support to meet organizational objectives.
? Organize and manage office operations, supplies, and equipment. ? Coordinate the maintenance of office facilities and liaise with vendors for office supplies and services. ? Ensure office equipment (e.g., printers, computers) is functioning properly and arrange for repairs or upgrades when necessary. ? Manage calendars for executives or department heads, scheduling meetings and ensuring no overlaps. ? Organize internal and external meetings, conferences, and events, including logistics, catering, and meeting materials. ? Organize, store, and retrieve both physical and electronic documents, ensuring easy access and compliance with data retention policies. ? Maintain accurate records of important documents, such as contracts, invoices, and agreements. ? Track and reconcile office expenses, including vendor payments, invoices, and employee reimbursements. ? Assist with the preparation and monitoring of department budgets and expense reports. ? Assist with new employee orientation, ensuring they have the necessary materials and information.--
Admin Coordinator 02/2019 - 11/2019
Hetali Estate Consultant, Mumbai, Maharashtra India
Industry: Other Services (B2C Non-Financial)
Dynamic and results-oriented Sales Executive with experience in customer engagement, relationship management, and achieving sales targets. Skilled in identifying client needs, delivering tailored solutions, and fostering long-term partnerships. Proven track record of exceeding revenue goals through strategic planning, negotiation, and persuasive communication. Adept at collaborating with teams to drive business growth and ensure customer satisfaction. Passionate about leveraging expertise to expand market presence and achieve organizational success.
? Experience in property transactions ? Direct Real estate experience (Agents/Brokers) ? Exceptional communication and interpersonal skills. ? Strong organizational and time management abilities. ? Ability to work independently and as part of a collaborative team. ? A passion for helping buyers find their ideal homes. ? Maintain and update the Customer Relationship Management (CRM), CMS systems to ensure seamless communication and accurate information. ? Manage office correspondence, including sorting mail, answering phone calls, and responding to inquiries in a professional manner. ? Support the team with general administrative tasks, such as filing, data entry, and document management.--
Customer Experience Manager 11/2019 - 02/2020
Le15 Patisserie Pvt Ltd, Mumbai, Maharashtra India
Industry: Hospitality
Results-driven Customer Experience Manager with expertise in customer service, team leadership, and process optimization. Proven ability to design and implement strategies that enhance customer satisfaction, loyalty, and operational efficiency. Skilled in training and mentoring teams, driving performance improvements, and fostering a culture of excellence. Adept at analyzing customer feedback to develop innovative solutions and improve service delivery, ensuring alignment with organizational goals.
? Analyze every touchpoint a customer has with the company, from initial awareness to post-purchase engagement. ? Identify pain points and opportunities for improvement at each stage of the customer journey. ? Set up systems to gather feedback through surveys, social media, customer service interactions, and direct customer communication. ? Act as a bridge between departments, ensuring that the customer experience strategy is integrated into all operations. ? Provide feedback to relevant teams about how their processes impact the customer experience and suggest improvements. ? Train frontline staff and other employees on customer experience best practices and company policies. ? Implement internal programs to foster a customer-centric culture across the organization.--
Customer Service Professional 03/2007 - 10/2011
Sitel India Pvt Ltd, Mumbai, Maharashtra India
Industry: BPO / Contact Center
"Dedicated and customer-focused professional with over 9 years of experience delivering exceptional service and fostering positive client relationships. Skilled in resolving complex issues efficiently, mentoring teams, and implementing strategies to enhance customer satisfaction. Proven ability to manage high-pressure situations with empathy and professionalism, contributing to organizational success. Committed to continuous improvement and providing outstanding support to meet and exceed customer expectations
? Handle customer inquiries via phone, email, chat, or social media. ? Provide accurate information about products, services, policies, and company procedures. ? Ensure all queries are answered in a timely and professional manner, maintaining a positive attitude.--

NIILM Universtiy 06/2019 - 06/2022
Kaithal, Haryana, India
Degree: Bachelor's Degree
Major:Business Administration
Minor:Adminstration
Highly accomplished professional with a Bachelor’s Degree in Business Administration, graduating with First Class Honors. Equipped with a strong foundation in business management, organizational strategies, and financial analysis. Demonstrates exceptional problem-solving skills and a commitment to excellence in all facets of administration and leadership. A dedicated team player with a passion for driving operational efficiency and achieving organizational goals.