ANJANA M
Kollam
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead - Service Delivery Management
Amazon.com,Sutherland Global Service PVT LTD
06.2023 - Current
- Developed strong relationships with clients, resulting in increased repeat business and referrals.
- Conducted regular team meetings to review progress, address challenges, and share best practices.
- Achieved high levels of customer satisfaction by consistently exceeding performance targets across multiple projects.
- Analyzed performance metrics to identify areas for improvement and implement corrective actions.
- Managed a diverse team of professionals, ensuring high-quality service delivery for all projects.
Senior CS Internet Associate
Sutherland Global Service PVT LTD
09.2021 - 06.2023
- Helping Customers with inquiries with their packages currently in transit or providing service to customers for their delivered package.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Analyzed customer data to identify trends and anticipate customer needs.
CS Internet Associate
Amazon.com, Sutherland Global Services Pvt Ltd
10.2019 - 09.2021
Banquet Coordinator
The Quilon Beach Hotel and Convention Center
03.2015 - 02.2016
- Streamlined communication channels by liaising between kitchen staff, service team, and clients for smooth event execution.
- Managed budgets effectively for optimal cost control, negotiating vendor contracts and monitoring expenses closely.
- Assisted in staff training programs designed to develop skills necessary for delivering world-class banquet services.
- Enhanced overall guest experience by addressing concerns promptly, professionally resolving issues as they arose during events.
Education
Master's Of Business Administration - Finance And HR
Kochi Business School
Kakkanad,Kochi06.2024
BBA - Management
IIBMR
Thrissur, KL06.2019
HSE -
NSS HSS Prakkulam
Kollam, KL03.2014
Skills
- Quality Performance
- Diplomatic Communication
- Good Presentation Skills
- Cross-functional communication
- Customer Satisfaction
- Operational Efficiency
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Multitasking
- Critical Thinking
- Organizational Skills
- Active Listening
- Team Collaboration
Certification
- SAP FICO, Cokonet Academy, Trivandrum, Kerala
- Diploma in Hotel Management, HUNARSE ROZGAR-IHMCT, Trivandrum, Kerala, 2015
- Certificate for successfuly completing PwC (Price waterhouse coopers) launch pad programme.
Languages
Malayalam
Bilingual or Proficient (C2)
English
Advanced (C1)
Tamil
Elementary (A2)
Hindi
Upper intermediate (B2)
Computer proficiency and Technical skills
- Ms Office ( Word,excel,Power point)
- ERP tool( SAP FICO)
- Photoshop
- Infinity,Hotsoft (Hospitality Software)
Timeline
Lead - Service Delivery Management
Amazon.com,Sutherland Global Service PVT LTD
06.2023 - Current
Senior CS Internet Associate
Sutherland Global Service PVT LTD
09.2021 - 06.2023
CS Internet Associate
Amazon.com, Sutherland Global Services Pvt Ltd
10.2019 - 09.2021
Banquet Coordinator
The Quilon Beach Hotel and Convention Center
03.2015 - 02.2016
- SAP FICO, Cokonet Academy, Trivandrum, Kerala
- Diploma in Hotel Management, HUNARSE ROZGAR-IHMCT, Trivandrum, Kerala, 2015
- Certificate for successfuly completing PwC (Price waterhouse coopers) launch pad programme.
Master's Of Business Administration - Finance And HR
Kochi Business School
BBA - Management
IIBMR
HSE -
NSS HSS Prakkulam
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