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
10.2021 - 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
12.2020 - 10.2021
- 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.
07.2019 - 01.2020
- 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
03.2004 - 07.2019
- 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
02.2002 - 03.2004
- 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
06.2001 - 02.2002
- 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
06.2001 - 04.2003
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
10.2021 - Current
Manager Sales & Client Engagement-Luxury Projects
RIOGA PREMIUM
12.2020 - 10.2021
Celebrity Manager
TTSIO - Do It Talent Ventures.
07.2019 - 01.2020
In-Flight Cabin Supervisor/Customer Engagement Manager
JET AIRWAYS INDIA LIMITED
03.2004 - 07.2019
Client Success Manager
PEARL INTERNATIONAL TRAVEL LTD
02.2002 - 03.2004
Branch Operations Coordinator
SHREE RAJ TRAVELS INDIA LTD
06.2001 - 02.2002
Bachelor of Commerce -
MUMBAI UNIVERSITY
06.2001 - 04.2003
Similar Profiles
MILAN SAHUMILAN SAHU
Senior Executive Relationship Manager at Aditya Birla Capital(Aditya Birla Sunlife Insurance Company Ltd)Senior Executive Relationship Manager at Aditya Birla Capital(Aditya Birla Sunlife Insurance Company Ltd)
Ehab SororeEhab Sorore
Engineering Manager at Birla Carbon Egypt Company (Aditya Birla Group)Engineering Manager at Birla Carbon Egypt Company (Aditya Birla Group)
Sagar MishraSagar Mishra
Retail Store Manager at Aditya Birla Fashion & Retail Pvt. Ltd.Retail Store Manager at Aditya Birla Fashion & Retail Pvt. Ltd.