Maizie Mendes
E-mail : maiziemendes AT gmail.com

Synopsis:
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

Summary of Skills :
- 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

Technical Skills :
Operating systems : Windows, NT/95/98,
Computer Applications : MS-Office

Work Experience : Idea Cellular
- Customer Service : 1997-2000
- Customer Service (Backend Office Operations) : 2000- 2005
- Team leader : 2005-2009
- Sales (Back Office Operations) : 2009-2012

Job Responsibilities : (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 .

Sales (Back Office Operations/Co-ordinator) : 2009-2012
Job Responsibilities :
1. Distributor Management : Handling all issues pertaining to distributors starting from the inception of contract to termination.
2. Reconciliation : Every month reconciliation done for every distributor on finance aspect
3. Distributor Claim Settlement : Coordination with finance department to settle any issues pertaining to distributors.
4. MIS Reports :
- 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.

Personal Information :
Date of Birth : 1-8-1970
Nationality : Indian
Languages Known : English, Hindi and Telugu.
Personal Strengths : Honest, Sincere, Hardworking & Goal achiever