I love to travel different locations and meet people with various backgrounds and culture
Lalita Bhattacharya
Customer Service Leader
Ramprastha City, Gurugram,HR
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Problem solver, networker, and consensus builder. Accumulated 92% customer satisfaction rating to date. Awarded for best performance in Customer Service.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Team Leader - Customer Service
American Express India Pvt Ltd
10.2019 - Current
- Managed customers with fast and accurate services, resolving any issues in efficient manner.
- Achieved 92% Customer Service Rating.
- Performed analysis, documentation, and reporting of Team Performance.
- Spearhead training and development program for new employees.
Administration and Procurement Head
Glee Hospitality Solutions LLC
Dubai, UAE
10.2017 - 08.2019
- Performed administrative support to senior management, driving organizational success through management of daily operations and special projects.
- Managed Infrastructural maintenance, Client Relationship and retaining existing clients.
- Developed and maintained strong and clear communication and rapport with team and management.
- Served as liaison between senior management and clients.
- Established strong vendor relationships, achieving cost savings and negotiating contracts for key categories.
- Contract Management, Implementation and Renewals.
Manager Administration
G4S Security Services India Pvt Ltd
05.2015 - 10.2017
- Being a part of new project, have been entirely responsible for scouting for office space, analyzing overall feasibility from organizational perspective and ensuring successful movement of employees.
- Managing entire facility, including Housekeeping, Pantry, Transport and all other infrastructural requirements.
- Make travel arrangements, including booking hotels and arranging for transportation.
- Coordinate meetings and ensure that conference room is ready for in-house meetings.
- Hire, train, and supervise administrative staff members.
- Work to improve overall office productivity Prepare staff schedules and ensure timely pay disbursements.
Admin Manager
Audi
Gurgaon, Delhi
02.2011 - 04.2015
- Responsible for calendar management of CFO.
- Managing and coordinating all meetings for him, taking minutes and follow up on them.
- Managing all travel related coordination for CFO and other management team members for International as well as Domestic travel.
- Taking care of their Visas, Accommodation, Foreign Exchange requirements etc.
- Accountable for entire infrastructure maintenance along with service level follow ups for Annual Maintenance Contracts.
Disputes & Customer Care Analyst
American Express India Pvt Ltd
06.2006 - 01.2009
- Administered all American Express Credit Card related disputes and resolved them through letters or e-mails to clients in USA 2nd In charge for all queries and issues from customer.
- Events and meetings coordinator.
- Adhered to department processes, procedures and goal expectations for case investigations
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
Education
Associate of Arts - Arts
University of Delhi
India 01.2008 - 12.2010
Skills
Teamwork Skills
Problem Solving Critical Thinker
Leadership
Customer service expert
Customer service background
Certification
Six Sigma Training - 2 months
Interests
Travelling
I have traveled few of the countries in the world and many of the locations in my own country India, it has always been overwhelming experience to understand different cultures and lifestyle spread across the world and learn from them.
Timeline
Team Leader - Customer Service
American Express India Pvt Ltd
10.2019 - Current
Administration and Procurement Head
Glee Hospitality Solutions LLC
10.2017 - 08.2019
Manager Administration
G4S Security Services India Pvt Ltd
05.2015 - 10.2017
Admin Manager
Audi
02.2011 - 04.2015
Associate of Arts - Arts
University of Delhi
01.2008 - 12.2010
Six Sigma Training - 2 months
03-2007
Customer Servicer and Disputes Resolution - 6 months
12-2006
Disputes & Customer Care Analyst
American Express India Pvt Ltd
06.2006 - 01.2009