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To make a career in the service Industry by using my experience and knowledge with dedication and hard work to the benefit of the organization.
September till date Hotel Dariya Darshan
Front Office Manager/Guest Relation Manager
December September Mantra Exports Pvt. Ltd., Daman
* Asst Manager HRD/Admin
* Recruiting & staffing Logistics
* Employee orientation, development & training
* Managed the training & development department, conducted employee orientation & induction.
* Policy development & documentation
* Employee relations
* CompanyEmployee communication
* Employee services & counseling
* Conducted the recruiting planning meetings whenever the requirement of staff was identified.
* Reviewed resumes of all candidates and interviewed candidates for employment
* Assisted with the development of Human Resources policies for the company with regard to employee relations
June till September th Wipro BPO Ltd, Powai , Mumbai
Process Facilitator/Voice & Accent Trainer
* Facilitating and grooming new hires on process knowledge American Express Credit Cards and Customer service skills for Technical & semitechnical processes. DELL, AOL & British Telecom
* Trained New Hire Batches on accent neutralization , customer centric behaviorEmpathy, Listening skills, customer profiling, customer handling etc communication/conversational skills Identifying conversation styles, probing, language function etc , US/UK/Canada culture etc. American Express credit cards, AOL, Fed Ex, British Telecom
* Providing process training to New Hire batches . American Express credit Cards & Fed Ex
* Overseeing production agents during Transition and OJT for maximum throughput.
* Coaching new agents on product knowledge & quality metrics as per the clients requirements.
* Responsible for taking inbound calls for day to day credit and charge card inquiries for American Express clients.
* Promoted from a CFS agent to a quality analyst within months.
* Suggesting new methodology for process improvement and client Osat
Certified as a Voice & Accent trainer through Wipro BPO.
Attended a workshop on People Management Skills conducted by Wipro BPO
Attended the Train The Trainer Program conducted by Wipro BPO
Completed a Train the Trainer program on Email Etiquette & Grammar conducted by Wipro BPO.
Completed an advanced course on grammar & email etiquette conducted by Wipro BPO.
* Transitioned a logistics UK process Fed Ex in terms of Voice & Accent, culture & communication skills.
* Developing content for new Hire batches in terms of communication skills.
* Conducted assessments for batches.
* Prepared daily report as well as release report at the end of batches.
* Participating in call calibration within the team.
* Tailored & created call scripts for various processes.
* Interviewed new hires for various processes
* Created SOP"s on the IJP process for communication coaches & process trainers & SME&;s. Observing new trainers & giving feedback on their facilitation skills.
* Monitored calls for new agents & production agents on calls & provided feedback pertaining to communication skills & customer centric behavior.
* Covered Floor monitoring for agents during transition & OJT
* Conducted refresher trainings for the floor whenever required.
Sept June Cellbion Interactive Pvt. Ltd, Mumbai
* Promoted from a CRE to a Team Coach within six months of consistent performance and sales.
* Responsible for outbound sales to clients in the USA for a major market player Dish TV
Sept Oct Hotel Byke, Matheran
Front office receptionist
* Served as a front office executive for high profile guests from various industries and corporate clients.
* Responsible for booking & reservations and billing of guests before checkout.
* Graduated in Arts from Mumbai University.
* HSC , Bhavan&;s college, Mumbai
* SSC, St. Jude&;s high School, Andheri , Mumbai.
Date & Place of Birth: November , , Mumbai
Marital Status: Married
Languages Known: English, Hindi & Marathi
Hobbies: Cooking, reading, music and travelling.
Basic Knowledge of computers , MS OFFICE , email & Internet.
F, st floor, Appollo Apartments,
Khatkiwad, Nani Daman Phone