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[QUOTE=Guest;246537]Maizie Mendes [B]E-mail [/B]: maiziemendes AT gmail.com [B]Synopsis:[/B] With over 15 years’ experience, I have had the opportunity to work in various client facing roles during the span of my career. From relationship management with vendors and direct customers, to learning and developing a team that runs the customer service program, my expertise in running and managing the program effectively has been widely appreciated and acknowledged. I have developed my strengths of time management, communications and being a patient listener resulting in being the “Go-to” person in my area of expertise. I desire to work in a multinational environment, where my skills will be best put to use to help me grow with the Company personally and professionally. On the personal front, I wish to be looked up to as a Woman of Good Character & Integrity [B]Summary of Skills [/B]: - Highly motivated self-starter with several years of client facing experience - Ability to manage inter departmental and vendor relationships - High standard of confidentiality, accuracy, and attention to detail with excellent follow-up skills - Good Oral & Written Communication Skills - Organized and detail-oriented. - Proficient in Microsoft Office applications - Able to build relations at all levels - Interpersonal and influencing skills through coordination at different levels of management [B]Technical Skills :[/B] Operating systems : Windows, NT/95/98, Computer Applications : MS-Office [B]Work Experience [/B]: Idea Cellular [B]- Customer Service [/B]: 1997-2000 [B]- Customer Service (Backend Office Operations) [/B]: 2000- 2005 [B]- Team leader [/B]: 2005-2009 [B]- Sales (Back Office Operations) [/B]: 2009-2012 [B]Job Responsibilities [/B]: (Customer Service /Backend Office Operations/ Team Leader). - To follow meticulously the query and complaint processes and procedures to achieve set time frames. - To provide on-line support to handle complex and escalated issues for effective resolution - Providing solutions on the escalated issues of the customers. - Co-ordinating with other departments for speedy resolution of complaints/concerns. - Managing the entire floor consisting of various skills like postpaid/prepaid/dealer desk/priority. - Generating & maintaining the team MIS reports. - Handling a Team of 25 agents , Maintaining Service Level above , Training new recruits on floor, shift roistering, calls forecasting. - Managing timely audit Process through target setting, planning and executing. - Conduct quarterly and half yearly appraisals for the team. - Motivating the team and ensuring that the targets are achieved in terms of quality . [B]Sales (Back Office Operations/Co-ordinator) [/B]: 2009-2012 [B]Job Responsibilities [/B]: [B]1. Distributor Management [/B]: Handling all issues pertaining to distributors starting from the inception of contract to termination. [B]2. Reconciliation [/B]: Every month reconciliation done for every distributor on finance aspect [B]3. Distributor Claim Settlement [/B]: Coordination with finance department to settle any issues pertaining to distributors. [B]4. MIS Reports [/B]: - Coordination with the entire cross functions (Marketing, SPA, IN, Customer care, Network, Finance, Materials etc) regarding the issues. - Preparation of zero RC, site utilization, pending document reports on weekly basis and communicating the same to channel & sales team. - Monitoring the utilization of Retailer demos issued in the market. - Preparation of monthly review sales presentation. - Analyzing the root cause of low VLR in depth from retailers & FOS level - Preparing MOMT reports and highlighting the areas of improvement and towns which are decremental in Market share - Preparation of entire sales team target and achievement report on a daily basis in terms of activations, Revenues, Data cards, VLR, LUT, Zero Usage etc. - Sending SMS to distributors & sales team on all the parameters on a daily basis . - Managing timely audit Process - Providing MIS reports o a daily / weekly monthly performance of the team. - Generate crystal reports on a daily basis for monitoring the performance of the team and providing feedback on the development side. [B] Personal Information :[/B] [B]Date of Birth [/B]: 1-8-1970 [B]Nationality [/B]: Indian [B]Languages Known [/B]: English, Hindi and Telugu. [B]Personal Strengths [/B]: Honest, Sincere, Hardworking & Goal achiever[/QUOTE]
