PALLAVI SHARMA
Bengaluru,KA
Summary
Seasoned Administrator focused on business efficiency and operational improvements. Dedicated and decisive leader with strategic and forward-thinking mindset. Bringing 10 years of progressive business experience in service industry.
Overview
1
1
year of post-secondary education
9
9
years of professional experience
Work History
ADMINISTRATIVE OFFICER DECISION MAKER
BRITISH HIGH COMMISSION
NEW DELHI , NEW DELHI
11.2018 - 03.2020
- Made visa decisions based upon the UK’s Immigration Rules and played a key role in delivering a visa service that promotes customer service excellence, welcomes legitimate travelers, supports economic growth and keeps the UK safe and secure.
- Analyzed complex information and exercise skilled judgment within the rules based environment and made recommendations based on the conclusions.
- Delivered goals in a fast paced, operational environment with an agreed operational procedures and decision quality standards.
- Coached new employees on administrative procedures, company policies and performance standards.
- Observed strict procedures to protect sensitive information. Assured timely verification of applicant's information by analyzing existing evidence on file.
VISA SUPPORT OFFICER
BRITISH HIGH COMMISSION
NEW DELHI , NEW DELHI
05.2015 - 10.2018
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Educated customers about billing, payment processing and support policies and procedures. Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Handled high-volume paperwork and collaborated with various department to resolve invoicing and shipping problems. Provided follow through on all calls with confirmations and dissemination of requested information.
- Performed data entry with Proviso to record call notes, suggestions and questions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Assistant Manager
Thomas Cook
Bangalore, Karnataka
02.2014 - 05.2015
- Used coordination and planning skills to achieve results according to schedule. Exceeded goals through effective task prioritization and great work ethic.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations. Drove operational improvements which resulted in savings and improved profit margins.
- Actively listened to customers, handled concerns quickly and escalated major issues to managers.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
- Achieved recognition from senior management for contribution to business success, including managing sales, employees and operations to foster optimal performance.
Assistant Manager
Taj Group of Hotels & Resorts
06.2010 - 12.2013
- Reduced customer issues by 19% with introduction of surveys and questionnaires.
- Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
- Acted as point of contact for vendor collaboration for contracted services.
- Created training modules in partnership with HR for new hires. Trained new-hires on standard operating procedures to better service customers
Education
Post Graduate Diploma - Human Resources Management
Symbiosis University
05.2013 - 07.2014
Skills
Administrative coordination
undefinedRunning, Cycling and Gardening
Running- This year i have finished close to 1200 km in which couple of half marathons are done. My target is to finish 5km in 30 mins by end of this year.
Gardening - Gardening helps in boosting my mood and de-stress it .Gardening allows to focus on an activity that will bring you joy. Gardening also teaches patience.This year i have started small vegetable garden on my terrace which has given a great sense of achievement.
Baking- Baking helps in my creativity and eye for detail.To keep composure under stress.
Achievements
- Represented college in University meet in 5000mts.
- Ranked no 1 in TAJ Management Trainee Batch - 2010.
- Represented TAJ GROUP OF HOTELS in Common wealth GAmes 2010 in New Delhi
- Secured third position in 1500mts in TAJ SPORTS MEET in Bangalore.
- Awarded as Employee of Month for June 2013 at TAJ WESTEND Bangalore.
- Awarded as Employee of Month for June 2019 at British High commission New Delhi.
Timeline
ADMINISTRATIVE OFFICER DECISION MAKER
BRITISH HIGH COMMISSION
11.2018 - 03.2020
VISA SUPPORT OFFICER
BRITISH HIGH COMMISSION
05.2015 - 10.2018
Assistant Manager
Thomas Cook
02.2014 - 05.2015
Post Graduate Diploma - Human Resources Management
Symbiosis University
05.2013 - 07.2014
Assistant Manager
Taj Group of Hotels & Resorts
06.2010 - 12.2013
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