Namratha Salian
Mumbai
Summary
Experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder. Multitasking Team Leader well-known for executing successful, new initiatives. Creates dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
10
years of professional experience
Work History
Manager of Operations
FOXBOX Retail Pvt ltd
Mumbai
06.2023 - Current
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Planned delivery routing, team workflows, and promotional initiatives.
- Connected with clients and developed strategies to achieve sales and customer service goals.
- Scheduled meetings between internal teams and external stakeholders when necessary.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Monitored operational budgets, reducing costs through strategic planning and optimization.
- Prepared reports summarizing operational results against established goals and objectives.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Participated in special projects related to process improvements or new system implementations.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Maintained up-to-date records of all billing activities in an organized manner.
- Managed timely invoicing of clients and sending it to them for processing.
- Directed and coordinated products, services and sales activities.
- Collaborated with marketing department on promotional campaigns for new products or services.
- Prepared proposals for new business opportunities based on client requirements.
- Onboarding new vendors to promote New products to the clients.
- Processing payments to vendors for the goods purchased/branding.
- Resolved customer complaints or answered customers' questions.
- Coordinated logistics and resource allocation to meet project deadlines and budget constraints.
- Coordinated with vendors regarding product availability, pricing, delivery schedules.
- Managed daily operations, including scheduling personnel, assigning tasks, and monitoring progress.
Travel Consultant
Etraveli Group
Mumbai
12.2022 - 05.2023
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination
- Collected, handled and documented payments for travel services and associated fees
- Maintained and updated corporate traveler profiles with current information
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness
Team Leader
Onsite Electro Service Pvt Ltd
Mumbai
04.2019 - 12.2022
- Successfully managed a hardworking, dedicated and motivated administration team of eleven, managing matters including delegating tasks
- Maintaining Service Level, Quality audits, Training on product & process of new joinees
- Developed extensive internal relationships to assist in maintaining business flow and meet agreed targets
- Weekly performance data to be shared with HOD's for review
- Kept computer databases up to date by completing weekly reviews and analysis
- Oversaw the customer journey, from initial order through processing to completion and delivery
- Provided excellent leadership skills to maintain steady and productive operations
- Mentored and guided employees to foster proper completion of assigned duties
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Built strong relationships with customers through positive attitude and attentive response
- Conducted training and mentored team members to promote productivity and commitment to friendly service
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations
- Evaluated customer needs and feedback to drive product and service improvements
- Developed empathetic client relationships and earned reputation for consistently exceeding sales goals
- Offered training and support to keep team members motivated and working toward objectives.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Reviewed completed work to verify consistency, quality, and conformance.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Allocated resources effectively to ensure project completion within deadlines.
Customer Service Representative
Durian Industries Pvt Ltd
Mumbai
02.2017 - 03.2019
- Located out-of-stock items to minimize lost sales and boost revenue
- Addressed customers' questions, problems and complaints in person and via phone
- Preparing weekly report of sales, customer complaints and feedback of customers for reviews with HOD's
- Answered inbound calls, directing customers to designated individuals or departments to ensure timely resolution
- Responded to customer requests for products, services, and company information
- Answered customer telephone calls promptly to avoid on-hold wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Handled customer inquiries and suggestions courteously and professionally
- Maximized team performance by training new employees in procedures and policies
- Consistently generated additional revenue by applying prosperous sales techniques
- Cross-trained and supported team of customer service representatives
- Allocations of data amongst team member and to ensure that daily productivity is met
- Interaction with walk-in customers
- Weekly report of revenue generated to be shared with HOD's
Customer Service Representative
Intelenet Global Services
Mumbai
06.2016 - 12.2016
Customer Service Associate
HDFC Ergo General Insurance Company
Mumbai
04.2015 - 05.2016
Education
Diploma - Architectural Design
CADD Centre
04.2021
HSC - Commerce
Shri GPM Degree College
04.2014
SSC -
Shri Kalgidhar Mission High School
04.2012
Skills
- Project management
- Work Planning and Prioritization
- Customer Relationship Management
- Documentation and reporting
- Coaching and mentoring
- Inventory management
- Team supervision
- Quality analyst
- Problem-solving
- Time management
- Decision-making & Task delegation
- Performance monitoring
- Public speaking
Languages
English
Proficient
C2
Hindi
Proficient
C2
Achievement
- Employee of the month - Onsite Electro Service Pvt ltd - 2020
- Employee of the month - FOXBOX Retail Pvt Ltd - 2023
Timeline
Manager of Operations
FOXBOX Retail Pvt ltd
06.2023 - Current
Travel Consultant
Etraveli Group
12.2022 - 05.2023
Team Leader
Onsite Electro Service Pvt Ltd
04.2019 - 12.2022
Customer Service Representative
Durian Industries Pvt Ltd
02.2017 - 03.2019
Customer Service Representative
Intelenet Global Services
06.2016 - 12.2016
Customer Service Associate
HDFC Ergo General Insurance Company
04.2015 - 05.2016
Diploma - Architectural Design
CADD Centre
HSC - Commerce
Shri GPM Degree College
SSC -
Shri Kalgidhar Mission High School