Urvashi Seth
Customer Centricity Specialist / Customer Experience & Relations / Sales
Mumbai
Summary
Customer-focused professional with successful 16+ years in the industry with diversified job profiles from Customer Experience, Sales, Operations and Client Engagement . A detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
23
23
years of professional experience
2
2
years of post-secondary education
Work History
Manager -Customer Centricity & Customer Experience
Birla Estates Pvt Ltd. - Aditya Birla Real Estate
2021.10 - Current
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Set up and updated customer accounts and CRM with interactions, payments and personal information.
- Connected with customers to collect outstanding payments via one-time or negotiated installment methods.
Manager Sales & Client Engagement-Luxury Projects
RIOGA PREMIUM
2020.12 - 2021.10
- Provided high profile clientele with bespoke solutions by understanding there requirements.
- Bridged the gap between developer and the customer to increase sales and generating revenue.
- Used previous rich experience of CRM to provide seamless journey to the client right from the first contact made through the entire sales process.
- Always believed in the strategy of LET YOUR SALES BE EXPERIENCE DRIVEN AND EXPERIENCE SHOULD NOT BE SALES DRIVEN.
Celebrity Manager
TTSIO - Do It Talent Ventures.
2019.07 - 2020.01
- Worked with high profile customers and Brands to understand requirements and provide exceptional service.
- Responsible to act as a liaison between high profile clients,internal teams,vendors and brands.
- Arranged and attended meetings with the clients to discuss and identify their requirements.
- Fulfilled contractual obligations, including communications, vendor coordination, schedule creation, budget administration ,payment follow up with vendors / clients, rehearsals and day of actual event /shoot coordination.
- Coordinated and determined the best utilization of resources.
- Coordinated between various agencies to ensure timely completion of projects and events.
- Addressing change and requirement stated by clients during interaction and getting it inculcated into operations.
- Handled Ad shoots and Events for esteemed clients like - Carlsberg,Kotak Mahindra Bank, American Express, Mondelez, Dabur, Barbeque Nation.
- Managed Music events & reality show like Nach Baliye -9.
- Established a reliable point of contact for each client to maintain a strong business relationship.
In-Flight Cabin Supervisor/Customer Engagement Manager
JET AIRWAYS INDIA LIMITED
2004.03 - 2019.07
- Recommended for trainings and certification from JET AIRWAYS to represent brand and lead a team of Cabin Crew in order to ensure smooth and timely operations on a flight.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Identified issues, analyzed information and provided solutions to problems.
- Exceeded goals through effective task prioritization and great work ethic.
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Taken care of highly dignified guests from the Business, Sports, Politics and Entertainment fraternity.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Responsibly worked as a First Class crew on Premium sectors like London, Europe, Hong Kong, Singapore and Newark .
Client Success Manager
PEARL INTERNATIONAL TRAVEL LTD
2002.02 - 2004.03
- Developed and maintained courteous and effective working relationships.
- Handling and designing tailor made package tours for corporate clients including costing.
- Coordinated with foreign suppliers for tour arrangements and hotel bookings Managing database and FIT sales.
- Identified issues, analyzed information and provided solutions to problems.
Branch Operations Coordinator
SHREE RAJ TRAVELS INDIA LTD
2001.06 - 2002.02
- Joined as sales executive and promoted as pan India branch operations coordinator.
- Conducting monthly reviews and sales performance for branches pan India.
- Gathered and reviewed customer feedback to improve operations.
- Managed sales and front office operations.
Education
Bachelor of Commerce -
MUMBAI UNIVERSITY
2001.06 - 2003.04
Skills
Problem Resolution skills
Multitasking Abilities
Team Management Abilities
Behavioral and Interpersonal Skills Trainer
Effective Communication
Decision- Making
Goal Development
Analytical Skills
Organizational Skills
Business operations management
Operations planning
Custom
Proficient in MS OFFICE , PPT, MS WORD, EXCEL
Timeline
Manager -Customer Centricity & Customer Experience
Birla Estates Pvt Ltd. - Aditya Birla Real Estate
2021.10 - Current
Manager Sales & Client Engagement-Luxury Projects
RIOGA PREMIUM
2020.12 - 2021.10
Celebrity Manager
TTSIO - Do It Talent Ventures.
2019.07 - 2020.01
In-Flight Cabin Supervisor/Customer Engagement Manager
JET AIRWAYS INDIA LIMITED
2004.03 - 2019.07
Client Success Manager
PEARL INTERNATIONAL TRAVEL LTD
2002.02 - 2004.03
Branch Operations Coordinator
SHREE RAJ TRAVELS INDIA LTD
2001.06 - 2002.02
Bachelor of Commerce -
MUMBAI UNIVERSITY
2001.06 - 2003.04
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