Customer service Professional

Previous Employment Details:

Bright Bus Transport, Sharjah, UAE 2014 to present
Customer Care Executive

Key Responsibilities:
 Supervise a team of 40 multi-cultural drivers
 Design/implement plans for management of the transport fleet in accordance with the school’s requirements
 Successfully oversee the customer service department, liaising with parents, school management/teachers and students ensuring efficient transportation
 Manage cash/fee collections and achieved 99.8% settlement
 Chair meetings with all parties in regards to time management of trips, student behaviour, parent concerns and pick up points
 Review and issue routes, directives and guidelines in order to reduce travel time without compromising on coverage
 Resolve parent’s complaints, constantly reviewing and monitoring operational issues to ensure high levels of satisfaction and quality

Excolo Solutions, Palarivatom, Kochi 2012 to 2014
Sales Coordinator

Key Responsibilities:
 Initiated talks with company boards to create and implement a customer feedback monitoring system
 Initiated and advised the Board for the need of a call monitoring system, by teaming up with IT created a call monitoring system and ERP to record call details
 Monitored and evaluated inbound and outbound calls for customer service skills/soft skills/cross selling skills/sales skills
 Conducted product training for client (remotely) for new members of the team
 Conducted refresher training and tested to measure the teams product knowledge
 Promoted company image of professionalism, integrity and quality by cold/warm calling
 Provided strategic recommendations by understanding customer requirements
 Implemented marketing and promotional strategies to achieve projected sales targets
 Coordinated BDM visits in order to finalize orders
 Updated database of market and customer information based on market study, ensuring prospects moved along the sales cycle
 Planned and organized shows/events, promotion programs, to increase product knowledge and foster good customer relations