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
09.2021 - 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
01.2013 - 09.2021
- 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
08.2012 - 01.2013
- 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
09.2008 - 07.2012
- 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
11.1996 - 12.2000
- 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
01.1996 - 10.1996
- 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 10.2022 - Current
Advance Certification in International Trade - International Trade
IMC – Chamber of Commerce And Industry
Mumbai 06.2017 - 12.2017
Bachelor of Commerce -
Bhavan's College
06.1995 - 04.1996
Diploma - Computer Applications
APTECH COMPUTERS
04.1994 - 12.1996
Skills
OTC process and management
Team Leadership
Operational Improvement
Business Operation
EXIM documentation
Inventory ManagementComplaint Management
Problem Solving
Interpersonal Communication
Coaching, training and development
Collaboration
Certification
Certified Yoga Instructor
Interests
Timeline
MBA - Supply Chain Management
Narsee Monjee Institute of Management Studies
10.2022 - Current
Customer Service Manager - West Asia
Imerys Performance and Filtration Minerals Pvt Ltd
09.2021 - Current
Advance Certification in International Trade - International Trade
IMC – Chamber of Commerce And Industry
06.2017 - 12.2017
Sales and Customer Service Coordinator
IMERYS Performance and Filtration Minerals Pvt Ltd
01.2013 - 09.2021
Assistant Manager
Kisan Ratilal Choksey Shares & Securities Pvt. Ltd, Andheri
08.2012 - 01.2013
Certified Yoga Instructor
12-2009
SENIOR TEAM FACILITIES EXECUTIVE
ENTERPRISES, WATERSTONES HOTEL & CLUB
09.2008 - 07.2012
SENIOR CUSTOMER SERVICE ASSISTANT
JET AIRWAYS
11.1996 - 12.2000
ADMINISTRATIVE EXECUTIVE cum FACULTY
BITS COMPUTER EDUCATION
01.1996 - 10.1996
Bachelor of Commerce -
Bhavan's College
06.1995 - 04.1996
Diploma - Computer Applications
APTECH COMPUTERS
04.1994 - 12.1996