5 + Years Of Experience in Customer Service
  • Proven ability to lead, motivate and build successful teams.
  • Proven influencer & negotiator.
  • Achieving targets in a dynamic and complex business environment.
  • Team leading & people development skills.
  • Able to manage and develop a diverse group of highly skilled people.
  • Refined planning and organizational skills that balance work, team support and ad-hoc responsibilities in a timely and professional manner.
  • Building and maintaining strong and effective relationships with suppliers and customers.
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MBA in International Business Management @ The University of Wales Institute Cardiff (UK)
Feb 2010 — Jul 2011
Final year dissertation ( Project ):


Operations Coordinator @ Wilhelmsen Ships Service, Dubai. UAE.
Aug 2014 — Current
• Complete in charge of Customer Service Procedures, policies and standards.
• Communicating and Coordinating with Traders, Principals & service providers for the vessel operation and ensure smooth and timely operations and services
• Supervise overall management, planning and control of daily work activities
• Continually work towards operational excellence and improve operation process flow
• Ensuring customer satisfaction & future business by providing best service and attention to all parties involved
• Handle Customer feedback and service issues / complaints as part of QHSSE team
• Preparing BL, Shipping certificates & documents with utmost care and confidentiality
• Analysing and following market trends & providing support to key account managers
• Finding new leads & opportunities and Attending sales meetings - converting them as business for ships agency
• Ensuring fund collection and Follow up - assisting on Credit management
• Managing critical client accounts (Stolt, Gearbulk ETC…) which have high / specified degree of complexity & instructions in terms of client servicing
• Attending vessel, supervise cargo operation, coordinate with master & terminal
• Motivate, Lead, supervise operation team & training on new process and procedures
Marketing Manager @ Tender Adds, Kerala , India
Nov 2012 — Jun 2014
• Communicating with customers and managing customer relationship.
• Working with the sales support team to direct sales.
• Dealing with sales and promotional activities.
• Establish effective and strong network of channel-of-sales
• Exploring ways of improving existing products and services, and increasing profitability.
• Identifying target markets and developing strategies to communicate with them
• Studying competitors’ products and services.
• Preparing and managing marketing plans.
• Supporting and managing a marketing team.
Assistant Operations Manager @ Grange City Hotels, London, UK.
Jul 2011 — Sep 2012
• Work with the supervising team to contribute to the implementation and development of company policies, strategies and practices.
• Managing customer support, plan and support sales and marketing activities.
• Managing operational team in pressured environment.
• Actively participated in the hiring, developing, and reviewing of employee performance.
• Analysing workflow and assignments to ensure operations run efficiently.
• Coordinating with the Front Office Manager.
• Deputise in the absence of Front Office Manager and ensure the smooth functioning of front office.
• Schedule weekly staff duty rotation with the help of Front Office Manager ensuring that work exigencies are met and the staff are rotated fairly.
• Allot daily duties to subordinate staff to meet work exigencies ensuring equity of work.
• Check the daily arrivals and departures and tally with the room position.
• Ensuring the maintenance and aesthetic upkeep of the front desk in close coordination with engineering and housekeeping.
• Ensuring that the front office is free from work hazards.
• Supervise front desk operations with a view to ensure speed, quality of service and personalisation.
• Ensure proper coordination with other departments.
• Performed Training sessions for new and old staff for improving quality.
• Implementing measure to provide motivation for employees
• Ensuring that the House Keeping Department jobs are done properly on behalf of housekeeping executive and perform his duties when required.
• Actively reviewing customer reviews and customer related statistics.
Customer Service Assistant @ Sainsbury’s Supermarket Ltd , UK
Apr 2010 — May 2011
• Communicating with customers and managing customer relationships.
• The ability to work well in a team.
• Answering customer queries.
• Keeping up to date report of stock.
• Helping out in any other area of the business centre and covering on all other receptions as and when required.
• Responsibility to keep up to date with all products, services and procedures.
• Working with the sales support team to direct sales & marketing support to vendors. Dealing with sales, as and when required.
• Ensuring all customers receive an exceptional standard of service at all times.
• Properly advertising the company posters inside and outside of the retail shops
• Ensuring all sales records are up to date.
Marketing Executive @ Manvish Info solutions Ltd, Kerala, India
Sep 2008 — Sep 2009
• Establish effective and strong network of channel-of-sales
• Promote and raise the brand awareness/ popularity of products.
• Implement effective strategies to acquire biggest educational market in the categories that products are competing, with the ultimate goal of establishing products in the leading position.
• Worked as tutor of Tally in several top B-Schools and there by promote the product

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