Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rodney Barnes

Pune

Summary

Proven leader in operations and customer service, with a track record of enhancing team performance and customer satisfaction at Sethi International Transport Inc. Skilled in strategic planning and problem-solving, adept at fostering teamwork and collaboration. Successfully implemented process improvements, achieving significant operational efficiencies. Excelled in CRM and staff development, driving business growth and exceeding performance targets. Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Manager - Logistics and Customer Service

Sethi International Transport Inc
02.2023 - 08.2024
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.

Team Leader - Customer Service and Sales

Morton Media
02.2022 - 01.2023
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Coordinated resources effectively to meet project deadlines and achieve desired results.
  • Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
  • Assisted in recruitment to build team of top performers.
  • Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
  • Developed risk management plans, minimizing potential project disruptions and ensuring timely delivery.

Team Leader

Emeritus Institute of Management
05.2017 - 01.2022
  • Customer Excellence: Setting up the process of customer excellence and relations.
  • Managing and resolving escalations from the school and the customers.
  • Liaising all communications between the school and the organization.
  • Managing webinars and hosting them promptly.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Devised and implemented processes and procedures to streamline operations.
  • Gathered, organized and input information into digital database.
  • Created and managed project plans, timelines and budgets.
  • Collected, arranged, and input information into database system.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Maintained database systems to track and analyze operational data.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Streamlined internal processes, reducing project completion times and increasing overall efficiency.
  • Implemented comprehensive reporting system to track team performance and identify areas for improvement.
  • Motivated team members to surpass their targets, recognizing and rewarding their achievements.
  • Coordinated cross-departmental meetings to streamline project execution, fostering collaborative work environment.
  • Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
  • Improved operational workflows, enabling team to handle increased workloads without compromising quality.
  • Led by example, demonstrating commitment and professionalism that inspired team members to excel.
  • Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members.
  • Conducted thorough market research to guide strategic decisions and maintain competitive advantage.
  • Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.

Recruitment Specialist

Antal International Pvt.Ltd
12.2015 - 02.2017
  • Enhanced candidate pool by proactively sourcing qualified applicants through various channels, such as social media, job boards, and networking events.
  • Reduced time-to-hire with a focus on targeted candidate outreach and timely follow-ups with both candidates and hiring managers.
  • Maintained an updated database of potential candidates for future opportunities, allowing for quick access to a qualified talent pool.
  • Negotiated offer terms effectively, resulting in high acceptance rates among selected candidates.
  • Developed strong relationships with hiring managers, ensuring clear communication and understanding of position requirements and expectations.
  • Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
  • Conducted comprehensive interviews to assess candidate qualifications and cultural fit within the organization.
  • Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments.
  • Facilitated successful hiring events, leading to numerous hires from diverse industries and backgrounds.
  • Provided exceptional candidate experience throughout the recruitment process, maintaining consistent communication and transparency.

Customer Care Executive

Tech Mahindra Business Services (3G Global)
10.2013 - 10.2015
  • Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Reduced customer complaints with proactive issue identification and resolution strategies.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Managed a database of leads, ensuring timely follow-up calls and accurate recordkeeping.
  • Utilized CRM software effectively for efficient lead tracking, data analysis, and reporting on sales performance metrics.
  • Exceeded monthly sales targets consistently through persuasive selling and excellent communication skills.
  • Developed strong relationships with clients for increased customer retention and repeat business.
  • Achieved high call volume daily without sacrificing quality or attention to detail during each interaction.
  • Provided exceptional customer service, resolving complaints promptly and professionally to maintain client satisfaction levels.
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Analyzed customer behavior and data to identify trends and develop customer retention strategies.
  • Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
  • Analyzed customer data to identify trends, providing valuable insights for retention initiatives.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Sales and Customer Service Executive

JP Morgan Chase
10.2004 - 10.2013
  • Handled inbound calls for customer service and credit card activation.
  • Reviewing the financial status of the card members.
  • Advising and promoting payment plans. Assisting in other credit card payoffs.
  • Offering credit card protection plans. Counseling and advising on how to maintain credit stability.
  • Upselling Insurance. Answering product questions with up-to-date knowledge of sales promotions
  • Maintained knowledge on banking products and distribution to provide optimal service support.
  • Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
  • Participated in staff meetings to discuss innovative strategies to improve services.
  • Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Senior Customer Care Executive

ICICI One Source
07.2003 - 10.2004
  • Exceeded performance targets consistently, earning recognition as a top performer within the department.
  • Collaborated with cross-functional teams to address complex customer inquiries, resulting in timely solutions.
  • Mentored junior team members, improving overall team performance and cohesiveness.
  • Leveraged CRM systems to effectively track client interactions and maintain accurate records of communication history.
  • Managed a diverse range of escalated cases, ensuring resolution according to company guidelines and policies.
  • Conducted root cause analyses on recurring issues, identifying areas for process improvement or additional training needs.
  • Assisted management in developing new procedures for case escalation, reducing resolution times significantly.
  • Developed strong relationships with clients, leading to repeat business and referrals.
  • Streamlined customer service processes for increased efficiency and effectiveness.

Education

No Degree - Commerce

Mumbai University
Mumbai
04.2001 -

SSC - N/a

Mumbai University
Mumbai
04.2001 -

Skills

Team Leadership

Operations Management

Strategic Planning

Performance Management

Time Management

Staff Development

Business Development

Project Management

Negotiation

Sales management

Teamwork and Collaboration

MS Office

Problem-solving aptitude

Analytical Thinking

Certification

Leadership

Timeline

Manager - Logistics and Customer Service

Sethi International Transport Inc
02.2023 - 08.2024

Team Leader - Customer Service and Sales

Morton Media
02.2022 - 01.2023

Team Leader

Emeritus Institute of Management
05.2017 - 01.2022

Recruitment Specialist

Antal International Pvt.Ltd
12.2015 - 02.2017

Customer Care Executive

Tech Mahindra Business Services (3G Global)
10.2013 - 10.2015

Sales and Customer Service Executive

JP Morgan Chase
10.2004 - 10.2013

Senior Customer Care Executive

ICICI One Source
07.2003 - 10.2004

No Degree - Commerce

Mumbai University
04.2001 -

SSC - N/a

Mumbai University
04.2001 -

Leadership

Rodney Barnes