Freshdesk
Nayab Shaikh
Assistant Manager- Corporate
Mumbai,MH
Summary
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
8
8
years of professional experience
1
1
Certification
3
3
Languages
Work History
Assistant Manager - Corporate
Interflora India
06.2022 - Current
- Increased sales through effective merchandising strategies and targeted promotions.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Monitored sales trends to adjust pricing strategies accordingly for optimal profitability.
- Streamlined CFC/Warehouse operations for increased efficiency, implementing new processes and procedures.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed detailed plans based on broad guidance and direction.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Developed strategy to increase sales and drive profits.
Customer Service & Quality Lead
Interflora India
06.2020 - 05.2022
- Overlooking customer service operations for Interflora including publishing of Complaints Report/Sales Report/ Weekly Customer Feedback Report Analysis
- Overlooking Interflora Customer Feedback Report /Social media & Review sites
- Monitoring Live & Recorded calls, Emails, Chats
- Prepare Scorecard, Evaluation form, Publish Weekly & Monthly reports
- Plan training & coaching programmes, conducting one on one feedback sessions.
- Collaborated with cross-functional teams to address root causes of quality issues, resulting in improved processes and products.
- Utilized statistical methods to analyze data and drive improvements in process capability and product performance.
- Improved product quality by implementing strict quality control measures and conducting regular inspections.
Client Services Representative
Interflora India
06.2018 - 05.2020
- Become the reliable point of contact for each customer that is required to establish a strong business relationship
- Managing Corporate Clients- Luxury Segment
- Encourage revenue growth by taking offline/customised orders and offering additional services
- Provide regular updates to clients on the progress of each order
- Cordinating with the internal departments to ensure the service is provided as promised
- Handling Escalations & Ensuring Customer Satisfaction.
- Collaborated closely with marketing teams to develop targeted campaigns that attracted new clientele segments while retaining existing ones.
Business Development Executive
OLA CAB
04.2016 - 03.2018
- Callouts for Partners & Customers Retention/ Reactivation Programs
- Partners & Customers Feedback Programs
- Partner Escalations Callouts
- Handling customer escalations through Zendesk.
- Provided exceptional customer service by promptly addressing client concerns and resolving issues as they arose.
- Leveraged CRM tools to track leads and analyze data, optimizing sales efforts for maximum return on investment.
- Built strong relationships with clients, leading to increased customer satisfaction and repeat business.
Education
Bachelor of Commerce - BCom - Business/Commerce, General
SM Shetty College, Powai
Higher Secondary School - undefined
Holy Family High School & Jr. College
India - undefined
Mount Mary Convent High School
Skills
Customer Retentionundefined
Timeline
Assistant Manager - Corporate
Interflora India
06.2022 - Current
Customer Service & Quality Lead
Interflora India
06.2020 - 05.2022
Client Services Representative
Interflora India
06.2018 - 05.2020
Business Development Executive
OLA CAB
04.2016 - 03.2018
Six Sigma Greenbelt
Bachelor of Commerce - BCom - Business/Commerce, General
SM Shetty College, Powai
Higher Secondary School - undefined
Holy Family High School & Jr. College
India - undefined
Mount Mary Convent High School
Software
Zendesk
CRM Tools
Goautodial
Ozonotel
Hobbies
DIY Projects or Crafting
Following current trends and Fashion designing
Research and Analytics
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