Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Websites
Timeline
Generic
Joanna Menezes

Joanna Menezes

Mumbai

Summary

Highly-motivated employee with desire to take on new challenges. Strong adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Tech-savvy, skilled leader, planner and problem-solver. Known for excellent attention to detail and great work ethic.

Overview

4
4
years of professional experience

Work History

Specialist - Academy Operations

Enrich
Mumbai
03.2023 - Current
  • Planning and scheduling trainings for Hair Dressers, Beauty Therapists, Pedicurists, Beauty Advisors and Business Managers to keep them updated with the market in reference to new brands, techniques and trends.
  • Scheduling internal trainings for corporate employees.
  • Scheduling interviews, induction and on boarding sessions.
  • Trained salon business managers during their induction.
  • Coordinated, worked and maintained good relations with reputed brands related to hair and skin services like L'Oreal, Kerastase, Beauty Essentials, Brillare, Thalgo, Remylaure, etc.
  • Currently, also the SPOC for retail trainings which includes coordinating and working with reputed retail compaines/brands like ELCA, PUIG, LID which includes brands like MAC, Carolina Herrera and many more.
  • Coordinating, planning and maintaining the trainers calendar to ensure efficient workflow.
  • Maintaining attendance and various other records of the trainings.
  • Mapping services to technicians so that bills can rightly be closed.
  • Handling the enrichaha instagram page.
  • Resolving technicians salary related issues.
  • Worked as a team for other miscellaneous activities.

Sr. Advisor, Customer Service

Concentrix (Whitehat Jr./Byjus)
01.2022 - 12.2022
  • Trained and supervised technical support agents.
  • Handled over 250 inbound and outbound calls/chats per day.
  • Continued with responsibilities of an Advisor.
  • Additionally, giving training to the new joiners of the company.
  • Analyzing and raising frequently noticed issues to my team leader.
  • Proven ability to manage multiple projects while meeting challenging deadlines.
  • Managed projects related to improving processes associated with delivering services.
  • Assisted in developing policies and procedures for providing high quality customer service.

Advisor, Customer Service

Concentrix (Whitehat Jr./Byjus)
09.2020 - 12.2021
  • Customer-focused representative with a proven capacity to troubleshoot issues to ensure customer satisfaction.
  • Provided customers with technical support to resolve their microphone, camera, speaker, internet, system, browser and interface issues during a live online class, to help the class function smoothly.
  • Answering customer queries and complaints, if any.
  • Answered chats raised by teachers, to help resolve their technical or other issues during the online class.
  • Escalated tickets to help desk.
  • Ensuring all online classes run smoothly and are completed.
  • Booking new classes and making new profile for the student/customer.

Education

Higher Secondary School Certificate (HSC) -

St. Francis D’Assisi High School and Junior College

BA- Bachelor’s of Arts, Major in Economics -

Wilson College Mumbai University

Skills

  • Strong Communication
  • Customer Relations
  • Relationship Building
  • Planning and scheduling
  • Written Communication
  • Time Management
  • Active Listening
  • Attention to Detail
  • Reliability
  • Quick learner
  • Teamwork and Collaboration
  • Multitasking
  • Technologically Proficient
  • Proficient in MS Excel, Word and Power Point

Accomplishments

  • Achieved various awards like OPS ACER, OPS CHAMPION, OPS GLADIATOR, MOST VALUABLE PLAYER- OPS for quarterly performances.
  • Been top performer on numerous occasions.
  • Always recognized and appreciated for hardwork put in.

Languages

English
First Language
Hindi
Advanced (C1)
C1
Marathi
Intermediate (B1)
B1
Konkani
Intermediate (B1)
B1

Timeline

Specialist - Academy Operations

Enrich
03.2023 - Current

Sr. Advisor, Customer Service

Concentrix (Whitehat Jr./Byjus)
01.2022 - 12.2022

Advisor, Customer Service

Concentrix (Whitehat Jr./Byjus)
09.2020 - 12.2021

Higher Secondary School Certificate (HSC) -

St. Francis D’Assisi High School and Junior College

BA- Bachelor’s of Arts, Major in Economics -

Wilson College Mumbai University

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Joanna Menezes