Headline

6+ Years in Team Leadership, Quality Assurance & Training | Customer Experience & Training Specialist | Driving Client Satisfaction, Team Performance & Service Excellence

About

Dedicated and results-driven Team Leader with 6+ years of hands-on experience, leading high-performing, cross-functional teams across remote geographies. I specialize in delivering exceptional customer experiences, maintaining a consistent 98% customer happiness rating, and driving team productivity through strategic leadership and continuous process improvement. My leadership approach is grounded in optimizing contact center operations, enhancing service quality, and ensuring seamless multi-channel support via phone, chat, and email. I thrive in dynamic environments, managing global teams while ensuring performance excellence and adherence to SLAs. 🔯 AWARDS & RECOGNITIONS: 👍Gold Award for Most Customer-Centric Company of the Year 2022: Secured the Gold Award for the Most Customer-Centric Company of the Year in 2022, for implementing a customer-first approach in business operations. 👍 Won the Customer Happiness Award at SBE Awards 2021: Recognized for excellence in customer satisfaction and service quality at the prestigious SBE Awards. 👍 Customer Happiness Award – IRCEMS 2021: Honored with the IRCEMS Customer Happiness Award for outstanding performance in customer service in Sep’21. 👍 Most Customer-Centric Company of the Year – December 2021: Awarded the title for excelling in customer service and ensuring a customer-centric culture across the organization.

Location

Mumbai

Work experience

Team Lead at KAIZEN Asset Management Services, Aug 2023 - Nov 2024 · 1 yr 4 mos, Dubai, United Arab Emirates, Key Responsibilities: • Customer Service Leadership: Led the resolution of complex customer issues, providing strategic solutions and follow-up to ensure client satisfaction. • Operations Management: Streamlined communication processes and monitored inquiries to ensure they adhered to company policies and service standards. • Team Performance Evaluation: Conducted monthly evaluations, offering constructive feedback and fostering a collaborative work environment. • Compliance & Reporting: Ensured regulatory compliance and generated accurate reports, maintaining transparency in service delivery.

Communication Excellence Officer at KAIZEN Asset Management Services, Aug 2021 - Aug 2023 · 2 yrs 1 mo, Dubai, United Arab Emirates, • Excellence officer's role is to make the customer journey easier and trustworthy to create memorable experience. • Resolving product or service concerns by clarifying the customers complaint; determining the cause of the concern; analyzing root cause; selecting and explaining the best solution to solve the concern; expediting correction or adjustment; following up to ensure resolution. • Provide accurate, valid and complete information by using the right methods/tools (Socienta and Mollak). Managing Customers enquiries regarding Service charges payments and Statement of account received from all KAIZEN’s communication channels (WhatsApp, Phone Calls, Emails,). • Dealing with all received inquiries that range from asking about KAIZEN’s general questions to Site/Project specific questions. Delivering service to all customers in a timely manner that complies with KAIZEN’s policies. • Managing all move in/out on site. Providing approval for the work permit for the required apartment as applied for on Portal (Socienta). • Sending general notices and monthly reports to Owner and Tenants. • Maintaining updated records of customers database, interactions and documents. Also, updating contact list of the new owner and tenant. • Maintaining and monitoring community assigned email address, WhatsApp number and Freshdesk and take required action on enquiries and resolve in a timely manner. • Monitoring the Knowledge Base compiled on freshdesk to include all projects related data as well as all unique issues encountered through communication platforms or site teams, all to be well documented along with its resolution. • Taking ownership of tickets and discuss with EM to timely resolve the tickets. • Strong product knowledge and awareness of Dubai Rules and Regulations governing KAIZEN’s line of Business. • Able to generate all required notices and documentation to fulfil KAIZEN's client requests. • Contributing to the team effort by accomplishing related results as needed.

Coordinator at INDITECH TECHNOLOGY SERVICES PRIVATE LIMITED, Aug 2020 - Aug 2021 · 1 yr 1 mo, Mumbai, Maharashtra, India, • CMS Admin: Track and maintain live-webinar requests into an Airtable system. • Production Coordinator: Track and maintain production Airtable, coordinate with vendors/clients to support expert coordination for shoots/recordings. • Payroll Administrator: Creating work orders for freelancers and vendors - Payment/ Invoicing/MIS • Manage HelpDesk: Resolve support queries via phone support or chat, create and manage JIRA tickets and troubleshoot them. Provide weekly updates to the management.

Event and Operation Executive at Two Elephas Events Pvt ltd, Feb 2018 - Apr 2020 · 2 yrs 3 mos, Mumbai, Responsibilities:- • Understand requirements, hire personnel and manage all event operations as well as do final checks on the day of the event to ensure everything meets standards • Oversee event happenings and act quickly to resolve problems. • Event coordinators talk to clients, listening to their needs and presenting ideas and solutions to their requirements. They also work with suppliers, contractors, employees, waiter, staff and many other parties at the same time. Customer service and interpersonal skills are required.

Event Coordinator at Event industry, Mar 2014 - Jan 2018 · 3 yrs 11 mos, • Outline the scope of the event, including time, date, location, budget and inspection of the venue • Manage event logistics and services including technology, transportation, food and beverage and equipment needed for the event • Travel Pan-India. Onsite event management. Ensured vendors are paid. • Managed wedding events internationally with various locations such as Switzerland, Abu Dhabi, Istanbul, Malaysia, Thailand, Qatar and Sri Lanka.

Casting Assistant at MIDITECH PRIVATE LIMITED, Nov 2013 - Dec 2013 · 2 mos, Mumbai, Maharashtra, Responsibilities:- Calling Artist and booking their slot. Auditioning and finalizing the artist. Selecting and mailing clips to the higher authorities.

Education

Bachelor in mass media, Advertising, Mumbai University Mumbai

Commerce, MVM COLLEGE OF COMMERCE AND SCIENCE