Senior Project Manager
Bare International
Total years of experience :15 years, 4 Months
Key Highlights:
o Handling client servicing and supervising operations for clients like Shopper’s Stop entire umbrella brand like MAC, ELCA, Clinique, Hypercity, Homestop and other clients like Ford India, Big Cinemas, Pandora, Five Guys, The Body Shop, L’Oreal, First Rand Bank, Reliance Trends, Levi’s, Arvind Brands, Dr Batra’s, etc.
o Mentoring new and existing APMs / PMs and Schedulers. Provide leadership and guidance to them and responsible for team productivity and motivation.
o Assist human resources department in hiring and orientation
o Trouble shooter - First point of escalation for more than 15 active Indian clients
o Responsible for steering all the current pilot Mystery Audit Projects for the organization from inception of the customized questionnaires to preparing training modules for shoppers
o Introducing new techniques to improvise the current processes and introducing new methodologies
o Regular meetings with the clients to understand their requirement on survey specific requests, changes in surveys, frequency of audits and the likes to plan the Mystery Audit Program accordingly
o Interpretation of results and creation of presentations describing findings of the project, provide insights and recommendations to clients
o Continually seeks opportunities to increase customer satisfaction and deepen client relationships
o Address performance issues when necessary and keep accurate documentation of all performance counseling sessions
o Assist Operations Manager/Director of Operations with performance reviews and general performance feedback for all team members
o Understand clients’ industries and corporate environments. Maintain awareness of current events and trends within these groups.
o Evaluator Engagement and Social Media activities
o Quality Initiatives for all projects
Key Highlights:
o Strong understanding of Customer Satisfaction Measurement across diverse sectors like - Retail, Restaurants, Financial sectors etc.
o Handled client servicing and headed operations for clients like Nike, Nando’s Chicken, Microsoft, Madura F&L, Mahindra, Asit C Mehta, Metro, Samsung, Ford, Bajaj Capital and many others
o Handled a team of 20 Project Managers. Hired the whole team and designed training programs to facilitate meeting organizational goals and individual professional needs.
o Monitoring and Improvising all channels of shopper communication: emails, calls and social media
o Regular meetings with the clients to understand their requirement on survey specific requests, changes in surveys, frequency of audits and the likes to plan the Mystery Audit Program accordingly
o Designing customized questionnaires and training modules for leading clients
o Regular meetings with the clients to understand their requirement on survey specific requests, changes in surveys, frequency of audits and the likes to plan the Mystery Audit Program accordingly
o Interpretation of results and creation of presentations describing findings of the project, provide insights and recommendations to clients
o Effective management and training of Employees and Mystery Shoppers for better understanding of the projects and report preparation. Effective online recruitment and training of field researchers
• Strong understanding of Customer Satisfaction Measurement across diverse sectors like - Retail, Restaurants, Financial sectors etc.
• Responsible for steering all the current Pilot Projects and getting in new clientele for the organisation
• Key point of contact for Clients like Nike, Mira Hospitality, Asit C Mehta, Eko, Samsung and many others
• Regular meetings with the clients to understand their requirement on survey specific requests, changes in surveys, frequency of audits, etc from the Mystery Audits and accordingly plan out the entire Program
• Preparing the proposed Questionnaires and Training Module for Mystery Shoppers.
• Effective management and training of Mystery Shoppers for better understanding of the projects and report preparation. Effective online recruitment and training of field researchers.
• Interpretation of results and creation of presentations describing findings of the project, provide insights and recommendations to clients.
Since 1 September' 2010 till 22 March' 2012 with Onion Insights Pvt. Ltd as a Business Manager. Onion Insights
provides innovative and customized CEM programs to measure clients' Customer Experience using various tools of Mystery Shopping (Mystery Visits, Mystery Audits, Mystery Calls, Integrity Check and Competition Assessments) and Customer Satisfaction Programs (Telephone Interviews, Exit Interviews, Intercepts, Email and Web Feedback) and Employee Satisfaction.
• Handled the entire Mystery Shopping process for the organization.
• Strong understanding of Customer Satisfaction measurement in the Retail, Hotel and Telecom sectors.
• Key point of contact for Clients like Aditya Birla Group, Microsoft, TATA, Lakme, Lawrence & Mayo and many others.
• Recruiting and selecting Mystery Shoppers and training them.
• Supervising and Ensuring the entire program was duly completed within the given timeframe.
• Evaluating the Mystery Shopping Program and analyzing results of the Programs in order to identify potential gaps and potential scope for improvement.
Key Highlights:
o Screening candidate profiles and short listing eligible candidates for interviews
o Conducting the initial round of interview to evaluate candidates on their communication ability
o Coordinating the entire interview process for all the processes of the organization
The Akanksha Foundation is a non-profit organization that educates less privileged children from Mumbai's slum areas and provides them with vocational opportunities. At Akanksha, I was involved in educating children and ensuring enhancement of their knowledge.
Key Highlights:
o Responsible for contacting clients from various sectors whose businesses required information on tenders and contracts worldwide and selling the firm’s services to them.
o Providing clients a comprehensive explanation of the company’s online tenders program and updates regarding the concerned sector.
o Understanding a prospect’s business needs and work with the expert teams to develop a
o tailored marketing proposal
o Adhering to all quality standards and processes, for the acquisition of customers, opportunities and submission of tender and contract documents.
o Conducting secondary research on various industries.
o Developing marketing campaigns to generate new business leads and raise awareness of company products
o Preparing renewal business plans for existing customers.
I interned with Citigroup Global Services after giving my F.Y.B.M.S exams for 3 months during my summer vacation.
Key Highlights:
o Co-ordinated all recruitment activities and induction process for new starters
o Assisted in implementing HR policies and procedures
o Assisted in maintaining HR records (electronic and otherwise)
o Provided HR Training support
o Was accessible and responded to staff/manager enquiries in a timely manner
Edification • Masters of Commerce (Management) in April 2010 from the University of Mumbai with distinction
• Bachelor of Management Studies in March 2008 from St. Xavier's College with 72%