Michelle Afonso
Vasai West
Summary
Dynamic professional with extensive experience at ICICI Bank, excelling in customer relationship management and lead generation. Proven ability to enhance customer satisfaction through effective problem-solving and team training. Adept at utilizing CRM software to drive account management and foster strong client rapport, contributing to significant revenue growth.
Overview
12
12
years of professional experience
Work History
Deputy Manager
ICICI Bank
Mumbai
05.2023 - 07.2023
- Managed customer accounts and updated information accurately.
- Handled escalated complaints with professionalism and empathy.
- Resolved problems with knowledgeable and friendly service, contributing to high customer satisfaction ratings.
- Assisted customers with inquiries and resolved issues, enhancing overall customer experience.
- Trained new staff on customer service protocols and company policies.
- Utilized CRM software to track interactions and follow up efficiently.
- Maintained knowledge of products to answer questions effectively.
- Established new customer accounts using negotiation and sales closing abilities.
- Generated leads and capitalized on business opportunities, driving new revenue for the company.
Operation Manager
Kareer Krafters
01.2023 - 03.2023
- Served as point of contact for placement sponsors and candidates, coordinating hiring process from enrolment through visa approvals to ensure smooth operations.
- Conducted outsourcing calls to discuss project updates and strategies, fostering effective communication and alignment.
- Responded to emails from placement sponsors and property hosts in US, New Zealand, Germany, and Australia, maintaining clear communication and support.
- Reviewed all important emails daily to stay informed on key communications.
- Monitored notifications on the portal to stay updated on important announcements.
- Download offer letters from the portal and send it to candidates.
- Update Candidate Resumes.
- Call and upload candidate documents.
- Send Interview Links to Candidates.
- Take Candidate interview preparations.
- Kareer Krafters is the Professional Overseas Consultant for International Placement, to Study Abroad Programs & Work Experience Program.
Assistant - HR & Administration
Si-Creva Consulting Services Pvt Ltd.
10.2015 - 07.2016
- Responsible for the full employee life cycle from recruitment, induction to exit, and for providing full administrative support to the HR Managers and Officers. Also involved in the day to day-to-day running of the HR office.
- Oversaw payroll and compensation processes, ensuring timely and accurate payments for employees.
- Managing onboarding formalities and documentation of new employees, Welcome email and assets allocation.
- Conducted exit interviews and managed off-boarding formalities, facilitating smooth transitions for departing employees.
- Maintain MD's calendar - Coordinate and set up high-level conference calls, board and management meetings, special events and travel arrangements.
- Organizing Business Travel, Itineraries, and Accommodation for MD and Foreign Clients.
- Made travel arrangements & organised accommodation for senior managers.
- Coordinating with the bank for Demand Drafts and Bank Guarantees on prompt basis.
- Generating attendance reports from Bio-Matrix attendance.
- Preparing Salary Sheet & Pay slip.
- Managed the process of updating records for newly joined employees to ensure accurate documentation.
- Maintained HR records and systems for compliance, enhancing data accuracy and operational efficiency.
- Served as the first point of contact for inquiries about vacancies.
- Carrying out background and reference checks on prospective employees.
- Developing reports for senior HR Officers on staff sick leave, absences and holiday leave.
- Preparing high quality paperwork and documentation.
- Managing Domain and Workspace Email for company and employee.
- Managed vendor tasks, including invoice verification, payment processing, and entry tracking.
- Conducted outreach to new NBFC applicants through welcoming phone calls and updated management information systems.
- Preparation of Offer letters, appointment letters, reference letters, service letters etc.
- Strategic Insights for Creating Value (Si-Creva) is a financial services focused strategy consulting and transaction advisory firm started by former top-tier management consultants and investment bankers with a single minded philosophy to create value for its customers.
Officer - HR'Admin
Aliff Overseas Consultants
09.2014 - 10.2015
- Coordinated travel arrangements for road, train, and air tickets, hotel bookings, and local transportation, ensuring timely and accurate reservations.
- Organizing Business Travel, Itineraries, and Accommodation for managers.
- Prepared cost-effective travel plans, delivering high-quality customer service to meet travel needs.
- Researching Travel options & presenting the best deals in terms of requirements.
- Researched hotel options for staff accommodations during agent visits.
- Monitoring bookings throughout the working day.
- Ensure the ticket booking follow the correct date and format.
- Managed day-to-day reports, tasks, and administrative duties of the office.
- Coordinated with vendors for inventory management and office-related supplies, ensuring timely procurement and availability.
- Collected and processed payments from clients, ensuring accuracy and timely transactions.
- Preparing weekly reporting/projections.
- Maintaining all sales/retail related MIS /analysis by using various tools, tracking monthly & weekly distributor targets of activations & primary as per given target allocations.
- Raising PR (purchase requisition) for sales & marketing items on daily basis.
- To give administrative help and make necessary arrangements for functions/ programs for which the Banquet Hall and other areas are booked and to ensure that they adhere to all the rules laid down for the purpose.
- Aliff Overseas provide complete end to end solution to student's need for higher education & training programs. Our head office is situated in Mumbai and branch offices across India. Visioned to help potential students find the Best & Affordable education options in abroad. Aliff assists students in going abroad for higher education and training programs.
Admin Executive
Promart Retail India Pvt. Ltd.
06.2013 - 08.2014
- Coordinated hotel bookings for staff related to events and meetings, ensuring seamless travel arrangements.
- Managed ticketing for international and domestic travel, streamlining logistics for train and bus bookings.
- Booking rail, hotel, and domestic and international air travel for MD's & ASM/RM.
- Handled calls for Manager and Sr. Manager daily, facilitating effective communication.
- Faxing, printing, photocopying, filing and scanning. Organizing business travel, itineraries, and accommodation for managers.
- Keeping proper Excel Records of Couriers (Domestic & International).
- Working as part of a team and supporting the Admin Manager.
- Assist with administration: prepare purchase orders and invoices, update database.
- Promart is a value format concept in lifestyle retailing targeting smaller towns across India who has limited access to fashion. The brand offers exciting discounts from 25%-60% to consumers all year round.
Front Desk Executive
Shrenuj & Co. Ltd.
08.2011 - 06.2013
- Answered visitors' inquiries about company and its products & services to ensure positive engagement.
- Directed visitors to destinations, enhancing navigation and overall visitor experience.
- Designed personalized greetings for visitors to enhance their experience.
- Managed emailing, order taking, and message taking to streamline communication and service delivery.
- Adapted call routing to efficiently direct incoming calls based on department needs.
- Multitask and coordinate various activities under high pressure.
- Shrenuj is a company that imports rough diamonds mainly from the Diamond Trading Company (DTC), London, and gets them cut, processed and polished in Bombay, Surat, Navsari and Bhavnagar, through skilled artisans and exports them to major international markets.
Education
Graduation - T.Y.BCom
ST. ANDREWS College
Bandra, Maharashtra, India01.2011
H.S.C -
ST. ANDREWS College
Bandra, Maharashtra, India01.2008
S.S.C -
ST. FRANCIS DE SALES
Nallasopara, Maharashtra, India01.2006
Skills
- Customer management
- Account management
- Lead generation
- CRM software usage
- HR operations
- Customer service
- Customer rapport
- Negotiation skills
- Communication techniques
- Time management
- Multitasking and organization
- Problem solving
- Team development
- Microsoft office expertise
Personal Information
- Date of Birth: 09/10/90
- Marital Status: Married
Languages
- Hindi
- Marathi
- Konkani
- English
- Hindi
- Marathi
- Konkani
Additional Qualification
- Computer Knowledge: MS - OFFICE. ( Microsoft Word, PowerPoint, Excel )
- Good at grasping Knowledge and eager to learn new things.
Languages
English
Native
Native
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Portuguese
Beginner
A1
Timeline
Deputy Manager
ICICI Bank
05.2023 - 07.2023
Operation Manager
Kareer Krafters
01.2023 - 03.2023
Assistant - HR & Administration
Si-Creva Consulting Services Pvt Ltd.
10.2015 - 07.2016
Officer - HR'Admin
Aliff Overseas Consultants
09.2014 - 10.2015
Admin Executive
Promart Retail India Pvt. Ltd.
06.2013 - 08.2014
Front Desk Executive
Shrenuj & Co. Ltd.
08.2011 - 06.2013
Graduation - T.Y.BCom
ST. ANDREWS College
H.S.C -
ST. ANDREWS College
S.S.C -
ST. FRANCIS DE SALES