Bhakti Naik
Executive Assistant
Mumbai
Summary
Driven and resourceful administrative professional with 15+ years of experience assisting CXO's. Adept at managing calendars, preparing reports and coordinating meetings. Demonstrate excellent customer service, problem-solving, and communication skills.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
Work History
Executive Assistant
Zee Entertainment
9 2015 - Current
- Screen calls and emails and respond accordingly to support executive
- Provide comprehensive administrative support to the Chief Financial Officer, managing calendars, scheduling appointments, and coordinating meetings.
- Supported business and hospitality needs of corporate partners and staff during meetings and company events.
- Created expense reports, budgets and filing systems for management team.
- Organize and coordinate conferences and monthly meetings.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Develop and maintain automated alerts for important deadlines.
- Facilitated training and onboarding for incoming office staff.
- Organized logistics and materials for each meeting, arrange space and took detailed notes for later dissemination to key stakeholders.
- Take notes and dictation at meetings.
- Manage and review filing and office systems.
- Handle logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
Executive Secretary to the Vice President
Lodha Group of Companies
09.2012 - 08.2015
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Orchestrated successful conferences and associated travel for speakers and attendees.
- Interacted with vendors to purchase and set up equipment and services.
- Maintained team productivity by keeping supplies organized and well-stocked.
- Handled scheduling for executive's calendar and prepared meeting agenda and materials.
- Documented and distributed meeting notes to identify, analyze and improve workflows.
- Transcribed phone messages and relayed to appropriate personnel.
- Filed paperwork and organized computer-based information.
- Answered high volume of phone calls and email inquiries.
Customer Service Professional Expert
3 Global services
01.2010 - 03.2012
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Increased customer satisfaction by resolving technical/service dissatifaction issues.
- Led projects and analyzed data to identify opportunities for improvement.
- Worked & supported different departments;
- CPD team: which was the Central processing department where we use to communicate with Senior IT technicians from Australia & the customers to get the issue sorted & fixed for the raised tickets from the technical department,
- Collections Department: For customers who couldn’t make the payments on time, so giving them the best options to collect payments & save the company loss like Part-time payments options (PTP),
- MNP Department: Following up with customers for their new provisioning queries & resetting their profile from HLR (Home location register),
- Customer care Department: Assisted customers in basic queries related to their accounts, like helping with plan information, new schemes etc.
- Have worked as an acting TL, where use to make weekly & monthly reports & forwarding them to managers to give the status of the performing team like (AHT, Quality, Break exceed, ACW, Call capacity, Csat)
- Extra activities like Birthday celebrations, outings, rewards and recognition to continue the enthusiasm of employees while call taking, taking care of Attendance record as to avoid absenteeism, so that the essence of fun & team bonding is maintained in the team.
Customer Service Specialist Technical Support
Sitel India
06.2006 - 12.2010
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Identified issues, analyzed information and provided solutions to problems.
- Maintained energy and enthusiasm in fast-paced environment.
- Prepared variety of different written communications, reports and documents.
- Handled customer concerns and escalated major issues to supervisor without any delay.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Exceeded goals through effective task prioritization and great work ethic.
- In the span of 8months got an opportunity to work with a Pilot batch of the company ‘DSL & VOIP priority que’ the team was formed for new customers to give them the best support,.
- Training new batches & floor walking,
- Monitoring calls of new joinees & providing them with valuable feedback to enhance their performance,
- Preparing & submitting weekly & monthly reports of the team to Respective TL & process managers in absence of TL’s (Detailed report of New batch performance of Quality analysis, Csat analysis, AHT, ACW report)
Education
Bachelor of Arts - Psychology
Nagindas Khandwala College
Malad Mumbai 06.2003 - 06.2006
Skills
Schedule Management
Travel coordination
Mail handling
Office administration
Administrative support
Schedule & calendar planning
Conflict management
Office management
Technical Support
Resourceful
Proofreading
Advanced MS Office Suite
Travel accommodations
Project Management
Conference planning
Timeline
Executive Secretary to the Vice President
Lodha Group of Companies
09.2012 - 08.2015
Customer Service Professional Expert
3 Global services
01.2010 - 03.2012
Customer Service Specialist Technical Support
Sitel India
06.2006 - 12.2010
Bachelor of Arts - Psychology
Nagindas Khandwala College
06.2003 - 06.2006
Executive Assistant
Zee Entertainment
9 2015 - Current