Eliza Rohan Dokhe
Mumbai
Summary
Seasoned Human Resources Officer with a proven track record at Trigent Service Limited, showcasing expertise in payroll management and talent recruitment. Excelled in developing strategies that enhanced recruitment processes and employee satisfaction. Demonstrates a keen ability for quality assurance, ensuring competitive positioning in labor markets. Skilled in fostering robust relationships and streamlining HR operations, contributing significantly to organizational growth.
Overview
9
9
years of professional experience
Work History
Human Resources Officer
Trigent Service Limited
Mumbai
05.2022 - 12.2023
- Worked with Accenture on contractual basis as an HRO
- Developed, implemented and maintained recruitment policies and procedures.
- Researched labor market trends to stay current on competitive wages, benefits and other human resources related topics.
- Monitored adherence to employment laws within the organization.
- Coordinated with management on recruitment strategies.
- Reviewed resumes and applications for potential candidates.
- Organized job fairs or career events as part of recruitment efforts.
- Responded to inquiries from current or prospective employees about benefits or other HR related issues.
- Supported top talent identification processes by interviewing candidates and executing onboarding, orientation, and benefits processes.
- Recruited, hired and developed personnel to align with company revenue objectives.
- Oversaw soldier payroll and unit accounting.
- Performed quantitative analysis and analyzed job classifications, duties and compensation.
- Searched for qualified job candidates using computer databases, media advertisements or employee referrals.
- Informed job applicants of duties and responsibilities, compensation, and benefits.
- Analyzed employment-related data and prepared reports.
- Interpreted and explained human resources policies, procedures or regulations.
Head of Marketing Department
A S Agri and Aqua LLP
Pune
05.2021 - 05.2022
- Developed and implemented a comprehensive marketing strategy to increase brand awareness and customer engagement.
- Managed department budget effectively to ensure maximum return on investment for all marketing activities.
- Supervised a team of five marketing professionals in their day-to-day operations.
- Conducted market research surveys to identify customer needs and preferences in order to develop new product offerings.
- Prepared detailed marketing forecasts on daily, weekly and quarterly basis.
- Identified, developed and evaluated marketing strategies based on knowledge of company objectives and market trends.
- Established and maintained effective communications channels with stakeholders to ensure transparency and alignment on marketing initiatives.
- Coordinated with sales teams to develop marketing strategies that align with sales objectives.
- Provided mentorship and training to junior marketing staff to develop their skills and expertise.
- Worked closely with customers to determine appropriate marketing offerings and strategies for business needs.
- Assessed projects against budgets and timelines, keeping team and assignments on task.
- Collected and analyzed market research data for use in forecasting.
- Delivered marketing strategy updates to upper-level management.
- Interviewed and hired talented individuals to add value to marketing team.
- Created marketing policies and procedures, evaluating and revising to maximize team efforts.
Customer Sales and Care Relationship Manager
Whitehat Junior Private Limited
Pune
09.2020 - 05.2021
- Developed and maintained strong relationships with clients to ensure satisfaction and loyalty.
- Identified customer needs, developed customized solutions, and provided knowledgeable advice.
- Conducted regular client meetings to assess progress, discuss opportunities for growth, and address any concerns.
- Provided ongoing support throughout the sales cycle by responding promptly to inquiries, resolving issues, and following up on requests in a timely manner.
- Maintained accurate records of all client interactions within the company's CRM system.
- Resolved escalated customer issues efficiently and effectively within established timelines.
- Provided training sessions for colleagues on best practices related to relationship management.
- Achieved client loyalty through quality, productivity, service and proactive management.
- Built long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.
- Addressed customer questions and concerns regarding products and services.
Customer Service Associate
Tata Consultancy Service Private Limited.
Pune
08.2018 - 03.2019
- Processed customer orders accurately and efficiently.
- Resolved customer inquiries in a timely manner.
- Followed up with customers after purchase to ensure satisfaction.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Tracked inventory levels of popular items to ensure availability for customers' orders.
- Maintained knowledge of current sales promotions and new product releases.
- Offered suggestions to improve processes related to customer service activities.
- Performed additional duties as assigned by management team.
- Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
Customer Sales and Service Expert
Fareportal Private Limited
Pune
03.2016 - 08.2018
- Processed the online reservations of flight tickets for a passenger traveling from Destination A to Destination B over the call.
- Processed the multi-city reservation of flights, along with hotel and car rentals.
- Offered additional assistance like insurance, traveler's assistance, and blue ribbon bags for the passenger.
- Processing the payment for reservations of flights, hotels, and car rentals through passengers' credit cards.
- Importing the PNR for unavailable flights, as per passenger requirement, on Amadeus and Saber.
- Generating revenue by convincing the passenger about the price change.
- Enhanced my skills in Amadeus and Saber over the entire time span in the organization.
- Assisted the team in achieving the target by being a team player.
- Mentored the new joiners by buddying up and assisting them in how to make sales on calls.
- Applied for the IJP and cleared the IJP for the Flight Failure team, wherein the core work was making group bookings for passengers and generating revenue for the organization.
Customer Care Representative
WNS Global Services Limited
Pune
01.2015 - 01.2016
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints for their lost luggage on Amadeus and Saber.
- Raised a service request for the lost luggage.
- Assisted the passenger in locating the luggage and offering additional assistance.
- Maintained the AHT and the SLA in order to serve the passenger.
- Handled the escalation calls for irate passengers and offered solutions over the call.
Education
HSC - Commerce
Jai Hind Junior College of Commerce
Pimpri, Pune03-2014
SSC - Commerce
Smt S S Ajmera High School And Jr College
Pimpri, Pune04-2012
Skills
- Payroll Management
- Talent Recruitment
- Quality Assurance
Affiliations
- Love cooking
- Nail artist
Languages
English
First Language
Hindi
Beginner
A1
Marathi
Beginner
A1
Tamil
Beginner
A1
Accomplishments
- Agile Certified
- Chat Boat Certified
Timeline
Human Resources Officer
Trigent Service Limited
05.2022 - 12.2023
Head of Marketing Department
A S Agri and Aqua LLP
05.2021 - 05.2022
Customer Sales and Care Relationship Manager
Whitehat Junior Private Limited
09.2020 - 05.2021
Customer Service Associate
Tata Consultancy Service Private Limited.
08.2018 - 03.2019
Customer Sales and Service Expert
Fareportal Private Limited
03.2016 - 08.2018
Customer Care Representative
WNS Global Services Limited
01.2015 - 01.2016
HSC - Commerce
Jai Hind Junior College of Commerce
SSC - Commerce
Smt S S Ajmera High School And Jr College
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