Experience:
Current employment:
March 2006 till date & May 2004 till June 2005.
Orios Limited ([login to view URL])
Company Profile: Luxury Online Floral retail company delivering flowers all over the world through a network of florists in 188 countries.
Position: Assistant Manager - Customer Service.
Job Profile:
§ Supervision of a staff of 15 representatives within the Customer Service department.
§ Handling operations for the whole of Asia, Europe and North America in terms of Customer Service.
§ Monitoring web and voice based customer service levels for the team and our website.
§ Motivate employees to achieve targets, encourage team work and asses training needs
§ Interacting with international customers based in USA, Canada, Europe, Australia and New Zealand via chat, e-mails and phon¬¬¬¬e calls.
§ Attending to queries regarding product availability, order placements and inquiries, claims and refunds.
§ Preparing reports and graphs in assessing the overall performance of suppliers and team report analysis
§ Handling fraud/charge back orders.
§ Preparing daily issues count and chat count report agent-wise.
§ Providing re-training to existing team members having process knowledge gaps.
§ Monitoring and documenting agent performance on calls, chats, emails and submitting a monthly report of the same to the senior management.
§ Providing re-training to existing recruits having process knowledge gaps.
§ Designing process flowcharts on MS Visio; and conducting training on the process to new recruits and interns.
§ Optimization: E-commerce; Email marketing campaigns, Google SEO.
§ Management: Website; Affiliate programs, Fraud detection.
Achievements:
§ Rewarded an award from the company for outstanding contribution to growing the business.
§ Letter of appreciation from the company for setting up the “Business Process Situations” manual on the Wikipedia.
September 2005 to February 2006.
Dreamz Productions, Auckland, New Zealand
Company Profile: A media house based in Auckland involved in producing and distributing both local and international television serials and films.
Position: Advertising Consultant.
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Job Profile:
§ Developed profitable business whilst undertaking Marketing/Advertising responsibilities.
§ Coordinated movie promotions on TV, Radio and all print media.
§ Liaison with advertisers/sponsors for advertising/sponsorship in Auckland and Christchurch.
§ Analyzed sales and statistical data for all advertisers/sponsors.
§ Monitored and resolved client grievances and ensured speedy solutions.
§ Cultivated excellent relations and rapport with all major advertisers and key accounts.
§ Tracked competitor activities and devised management strategies.
May 2001 to May 2004
Spin Visuals Net Graphics Pty Ltd ([login to view URL])
Company Profile: Delivering end to end on-line Travel packages.
Position - Marketing Manager (Web and Print Media)
Job Profile:
§ Collected and Maintained a database of travel related companies in
South East Asia.
§ Contacted Travel promotion Boards for various promotional activities.
§ Forged partnerships between international hotels and tour operators in India to promote travel in South East Asian Countries.
§ Developed a link with distributors globally to distribute of our travel guides and manuals.
§ Tracking and Settlement of arrears due from hotels, distributors and agents
§ Developed and managed a Corporate and Leisure portfolio of customers seeking cost-effective, knowledgeable travel consultation specifically in the areas of flight arrangements, hotel accommodations, car rentals, train tickets, cruises, resorts, tour packages, restaurants, and excursions.
§ Collaborated with vendors to promote exclusive travel packages for South-East Asia, namely Thailand, Singapore, Hong Kong, Malaysia, Bali.
§ Contributed to the workplace administratively from new employee training to billing disputes and collections, authorized competitive price adjustments, and negotiated exclusive wholesale arrangements with vendors.
March 2000 to February 2001
Paradise Real Estate – Sharjah (U.A.E)
Company Profile: Real Estate Developers
Position: Sales and Computer Operations
Job Profile:
§ Organized and conducted site visits for potential customers.
§ Processed and resolved customer inquiries and complaints.
§ Generated sales for the company through property lease.
§ Maintained client relations to ensure contracts are renewed.
Jan 1999 to Jan 2000
Poultry Publications
Company Profile: Publication Company of the Poultry Industry
Position: Back Office Executive.
July 1998 to December 1998.
Cadburys (India) Pty Ltd
Company Profile: Manufacturers of Cadbury confectionery.
Position: Sales Representative
Responsibilities:
§ Built a database of corporate clients.
§ Developed and marketed special offers for the Corporate sector.
Additional skills
§ Computer literate – (MSOffice and applications, DOS, MS Outlook, Internet, Trouble shooting).
§ Search Engine Optimization (SEO).
