Secretary to Executie Vice President
STAR India Pvt Ltd
Total years of experience :24 years, 2 Months
• Provide administrative support to EVP & his direct reports and serve as a liason to staff. Coordinate domestic and international travel itineraries including ticket, visa, Forex, Call cards, hotel, insurance
• Maintain calendar, manage all correspondence and communication.
• Claim official travel & track reimbursement efficiently
• Co-ordinate regional team meeting and working lunch,
• Arrange Video Conference / Bridge for Dial in Conference call when required
• Organize and maintain e-files & manual files
• Guide the team with the policy and process as and when
• Manage the calendar and meeting requests of EVP & his direct reports
• Approve claims of team and highlight the deviation from the policy for approval
• Coordinate reports & actionable with the team
• Send courtesy greetings on special occasion
• Manage payments of utility bill
• Interacted with high end customers for BWW across India (by personal visit / courtesy calls) to understand the business requirement and service their needs
• Recommend and implement service options to enhance customer interaction with the company.
• Manage the Updates on website & suggest new ideas
• Ensure effective Complaint Management in the in-house call center by monitoring day-to-day complaints that arise & resolution in said time frame.
• Set standard operating processes for the centralized in-house call center to ensure effective customer interaction.
• Create Manuals for training and train the team to handle the complaints at the call center.
• Effectively handle escalated customer enquiries /complaints, billing complaints and service requests. Successfully attend to volatile customer situations and recommend service options to improve service quality.
• Demonstrate outstanding problem solving and active listening skills - able to diffuse difficult customers with ease.
• Effectively handle customer enquiries /complaints, billing complaints and service requests.
• Circulate timely internal reports to Vice President.
• Successfully attend to volatile customer situations and recommend service options to improve service quality.
• Manage the given workload highly result- oriented and timeline driven.
• Demonstrate outstanding problem solving and active listening skills - able to diffuse difficult customers with ease.
Achievements:
• Received the ‘Fast Track’ letter from the C.E.O twice in a year for my dedicated performance in Travel Guru.
• Received the ‘Star Award for the Month - Jul 08’ for consistent deliverables.
• Attend to customer queries regarding their travel arrangements, including air, car and hotel worldwide.
• Update them with latest offers/ schemes available for their travel.
• Assist them with documentation required for their international trip.
• Providing apt solutions to the customers concerning their interrupted trip/ any other grievances.
Achievements
• Awarded ‘Exceptional Customer Assistance’ on call.
Marketing Support & Coordination
• Coordinate internal communications and reports on local/ national / international marketing efforts.
• Assist in the execution of national & international events execution efforts, as needed.
Secretarial Responsibilities
• Responsible for supporting all executive service needs of the Vice President of the company including managing administrative priorities (overseeing calendar scheduling, typing memos, letter writing and general administrative correspondence and phone interaction).
• Make travel arrangement for domestic and international business requirements for Vice President & Sr. Management.
• Interact with members & non-members regarding queries of the Club and its progress.
• Assist team in execution of the Banquets / events within the club.
• Maintain and update the database of Members and all their related records from preliminary stage.
• Assist the Managing Director and C.E.O in administrative work.
• Coordinated internal meetings by preparing agendas and other written materials.
(As I had joined the Club at its project stage my responsibilities involved a lot of co-ordination with recruitment agencies, travel agencies, and all the departments of the Club)