B.tech - Mechanical Engineering
Advance Diploma in HR
Diploma in Customer Service
Bright Bus Transport, Sharjah, UAE 2014 to present
Customer Care Executive
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
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
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