Customer Service Supervisor
Cupola Teleservices
Total years of experience :14 years, 1 Months
• Managed a large portfolio of clients from various sectors such as banking & insurance, entertainment, hospitality, food & beverage, real estate, facility management among others- both government and private sectors.
• Ensured adherence to process, quality and defined service levels.
• Ensured SLA targets are met within planned time, cost and quality norms by ensuring effective utilisation of allocated resources.
• Ensured development of SOPs and other documentation to ensure uniformity across teams and processes.
• Liaised with Sales team to understand the scope of new projects; arrange resources and plan training sessions prior to implementation and launch. Devise team structure, skillset division and team management.
• Liaised with IT to setup systems, telephony and develop customer service applications as per client specifications.
• Ensured that staff are motivated, monitored and measured in line with company targets and performance standards; auditing calls and identifying training requirements for each team member.
• Handled target-based outbound campaigns for various objectives as surveying, research, mystery shopping and quality check.
• Handled invoicing and other administrative tasks.
• Managed a high-volume workload within a high-pressure environment; consistently met performance benchmarks in all areas (speed, accuracy, volume).
• Researched and resolved various problems involving billing, benefits, and reimbursement issues.
• Became the "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.
• Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.
• Voluntary HR role-
Assisted the HR in scheduling interviews and feeding data into the HRMS.
Created reports for management analysis.
Main point of customer contact; prepared shipment documentation.
* Manage liaison with suppliers and origin station.
* Provide shipment, transportation and billing information to customers.
* Liaise with other departments to facilitate shipments.
* Follow through with reimbursements and settlements.
The Lalit Ashok Hotel is the first hotel in South India to be accredited with ISO 22000 standards. It is here where I started my career as a Front Office
Assistant and later promoted to an executive level. My job profile included-
* Managing day-to-day front desk operations with regards to reservations, information and guest relations.
* Handled guest complaints and providing effective resolution.
* Prepared daily revenue report, night auditor’s report and all statistical data pertaining to Front Office. Prepared room occupancy forecast
on daily, weekly and monthly basis.
* Post all important memoranda on the bulletin board for the information of all Front Office personnel, notifying the Front Office Personnel
of periodical meetings.
in
The university encompasses various technical and management fields. In this recognised and reputed university I obtained my Bachelors in Hotel Management and topped the university.