Customer service Professional

Bright Bus Transport, Sharjah, UAE 2014 to present \r\nCustomer Care Executive\r\n\r\nKey Responsibilities:\r\n Supervise a team of 40 multi-cultural drivers \r\n Design/implement plans for management of the transport fleet in accordance with the school’s requirements\r\n Successfully oversee the customer service department, liaising with parents, school management/teachers and students ensuring efficient transportation\r\n Manage cash/fee collections and achieved 99.8% settlement\r\n Chair meetings with all parties in regards to time management of trips, student behaviour, parent concerns and pick up points\r\n Review and issue routes, directives and guidelines in order to reduce travel time without compromising on coverage\r\n Resolve parent’s complaints, constantly reviewing and monitoring operational issues to ensure high levels of satisfaction and quality\r\n\r\nExcolo Solutions, Palarivatom, Kochi 2012 to 2014\r\nSales Coordinator\r\n\r\nKey Responsibilities:\r\n Initiated talks with company boards to create and implement a customer feedback monitoring system\r\n Initiated and advised the Board for the need of a call monitoring system, by teaming up with IT created a call monitoring system and ERP to record call details \r\n Monitored and evaluated inbound and outbound calls for customer service skills/soft skills/cross selling skills/sales skills\r\n Conducted product training for client (remotely) for new members of the team\r\n Conducted refresher training and tested to measure the teams product knowledge\r\n Promoted company image of professionalism, integrity and quality by cold/warm calling\r\n Provided strategic recommendations by understanding customer requirements\r\n Implemented marketing and promotional strategies to achieve projected sales targets\r\n Coordinated BDM visits in order to finalize orders\r\n Updated database of market and customer information based on market study, ensuring prospects moved along the sales cycle\r\n Planned and organized shows/events, promotion programs, to increase product knowledge and foster good customer relations\r\n\r\n