Music jamming sessions
ASHWINI ACHARYA
Customer Service Manager - West Asia
Mumbai
Summary
- Dedicated and skilled professional with a versatile skill set developed through 17+ years of experience as Customer Service Manager, Sales and Customer Service Coordinator, Assistant Manager Administration, Senior Executive Team Facilities and Customer Service Assistant.
- Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills.
- Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
- Broad industry experience includes Industrial Minerals, Airlines, Hotels and Education.
Overview
19
19
years of professional experience
4
4
years of post-secondary education
1
1
Certificate
1
1
Language
Work History
Customer Service Manager - West Asia
Imerys Performance and Filtration Minerals Pvt Ltd
Mumbai
2021.09 - Current
- Team lead and regions key user for Order to Cash (OTC) function.
- Coach, mentor and support team members in relation to OTC process, system and compliance.
- Establish training process and procedure for existing team members and onboarding of new hire.
- Evaluated service successes and weaknesses through weekly reviews.
- Communicated regularly with team members to maintain clearly defined expectations.
- Set and monitored SLAs and KPIs to achieve department targets.
- Mentored junior team members on methods on industry best practices for outstanding service and retention.
- Oversee and maintain vacation / time off to ensure team backup in place
- Delegated work and priorities based on staff strengths to maintain highly productive operations.
- Drive continuous improvement by contributing review, streamline the procedures and processes to optimize efficiency and effectiveness.
- Act as primary escalation point for daily operational issue, troubleshooting, queries and complaints to ensure that are dealt in line with business expectation.
- Maintain professional relationship with cross functional departments and internal stakeholders to maximize the documentation accuracy and time efficiency.
- Manage open order and backorder maintenance and review reports related to core functions.
- Create and maintain system database e.g. Customer Master Data, pricing condition.
- Handle Domestic and EXIM order in accordance with incoterms and ensure order entry compliance.
- Handle credit management
- Identified ongoing issues and implemented solutions to maintain optimum service levels.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
Sales and Customer Service Coordinator
IMERYS Performance and Filtration Minerals Pvt Ltd
Mumbai
2013.01 - 2021.09
- Customer Service:
- Serviced Key Accounts
- Coordinating with company’s overseas entities for - Order processing, Import Shipments and Import Documents
- Tracking of Shipments to meet customer requested delivery dates
- Ensured accuracy and completeness of the customs clearance documents
- Managing customer complaints by escalating to overseas entities and providing resolution to customers
- Maintaining Sales Record Database and updating Sales team as and when required
- Coordinated and attended trade shows
- Maintained accurate records of over 25 accounts
- Sales:
- Handle new product inquires and convert lead into Sales/Customers
- Price determination in line with domestic and international market pricing
- Sales recovery through volume discounts
- Purchase:
- Review of Purchase Indents and Scheduling deliveries as per approved Indents
- Negotiate with vendors to obtain best possible Price and Service
- Negotiation of Annual Commercial supplier agreements
- Preparation of comparative statement , rate analysis & approval sheet and finalization of vendor
- Float purchase orders in-line with the requirements of end user
- Do material tracking & follow-up to maintain receipt commitments, with regards to delivery and quality
- Co-ordinate with team members for critical material shortages
- Develop and implement an approved supplier list, introducing vendor assessment techniques to measure performance and quality of supply
- Planning and sourcing of raw material for uninterrupted, continuous flow of materials within time limits as per production plan and demand forecast dispatch plan
- Coordinate for clearance of import shipments with freight forwarders, CHA agents and provide documents for import clearance.
Assistant Manager
Kisan Ratilal Choksey Shares & Securities Pvt. Ltd, Andheri
Mumbai
2012.08 - 2013.01
- Ongoing upkeep of the head office, branches and creating a safe and clean working environment for the staff
- Maintaining relationships with quality vendors that are reliable and cost effective
- Purchasing of Printing / Stationary materials by obtaining requirements; negotiating price, quality and approving invoices
- Creation and release of Purchase / Work Orders for material / services purchased
- Providing supplies by identifying needs for reception, mailroom, and pantry Establishing policies, procedures, and work schedules
- Maintenance of all office equipment’s, including periodic preventive maintenance
- Bill processing and follow ups
- Managing the office admin budget and review the admin expenditure
SENIOR TEAM FACILITIES EXECUTIVE
ENTERPRISES, WATERSTONES HOTEL & CLUB
Andheri, Mumbai
2008.09 - 2012.07
- Had the opportunity to create the Standard Operating Procedures (SOP's) for the Team Facilities and Linen / Laundry department
- Also intimate the management with regular updates, as when required
- Successfully set up the Team Facilities and Linen / Laundry department
- Performing all the Managerial duties like budgeting, maintaining the cost within the budgeted figures, inventories / maintaining of par stock..
- Handling of daily operations with a team of 36 personnel in compliance with all policies, standards and procedures
- Generating of purchase requisites and coordinating with the suppliers for the timely delivery
- Maintaining the hygiene standards of both the departments, in coordination with the housekeeping team
- Managing and resolving guest complaints (external as well internal member)
- Issuing of work orders to the maintenance department for regular preventive maintenance and equipment breakdowns
- Exercise the necessary precautions to prevent accidents and organizing training with close coordination with the training and security department regarding the fire, emergency safety, first aid
- Assisting in organizing various events related to team member engagement like tournaments, picnics, birthday bash.
SENIOR CUSTOMER SERVICE ASSISTANT
JET AIRWAYS
Andheri, Mumbai
1996.11 - 2000.12
- Guiding the passenger with the itinerary related queries, Fares and issuing of tickets (Domestic as well as International)
- Guiding the junior customer service staff, passenger and Ticketing Agents with the itinerary related queries, Fares and issuing of tickets
- Handling of passenger complaints in co-ordination with the Duty Manager.
ADMINISTRATIVE EXECUTIVE cum FACULTY
BITS COMPUTER EDUCATION
Mumbai
1996.01 - 1996.10
- Counseling the prospective students with the available courses as per their qualifications and requirements
- Handling of enrolment formalities of the new joining students
- Coordinating and maintaining the standards of the institute in terms of regular maintenance, housekeeping etc
- Teaching the students, concepts of computer and computer languages.
Education
MBA - Supply Chain Management
Narsee Monjee Institute of Management Studies
Mumbai 2022.10 - Current
Advance Certification in International Trade - International Trade
IMC – Chamber of Commerce And Industry
Mumbai 2017.06 - 2017.12
Bachelor of Commerce -
Bhavan's College
1995.06 - 1996.04
Diploma - Computer Applications
APTECH COMPUTERS
1994.04 - 1996.12
Skills
OTC process and management
Certification
Certified Yoga Instructor
Interests
Timeline
MBA - Supply Chain Management
Narsee Monjee Institute of Management Studies
2022.10 - Current
Customer Service Manager - West Asia
Imerys Performance and Filtration Minerals Pvt Ltd
2021.09 - Current
Advance Certification in International Trade - International Trade
IMC – Chamber of Commerce And Industry
2017.06 - 2017.12
Sales and Customer Service Coordinator
IMERYS Performance and Filtration Minerals Pvt Ltd
2013.01 - 2021.09
Assistant Manager
Kisan Ratilal Choksey Shares & Securities Pvt. Ltd, Andheri
2012.08 - 2013.01
Certified Yoga Instructor
2009-12
SENIOR TEAM FACILITIES EXECUTIVE
ENTERPRISES, WATERSTONES HOTEL & CLUB
2008.09 - 2012.07
SENIOR CUSTOMER SERVICE ASSISTANT
JET AIRWAYS
1996.11 - 2000.12
ADMINISTRATIVE EXECUTIVE cum FACULTY
BITS COMPUTER EDUCATION
1996.01 - 1996.10
Bachelor of Commerce -
Bhavan's College
1995.06 - 1996.04
Diploma - Computer Applications
APTECH COMPUTERS
1994.04 - 1996.12
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