Umme Salma
Bangalore
Summary
To pursue a challenging and rewarding career in an organization that would optimally use my skills and knowledge to the best extent. Customer service, Experience management professional experienced with inbound and outbound customer service & retention. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid escalations.
Overview
18
18
years of professional experience
Work History
Manager
Aratt Developers
Bangalore
04.2024 - Current
- Build and maintain relationships with clients.
- Escalating and resolving the concerns raised by clients.
- Conducting business reviews to ensure that the clients are satisfied with the service.
- Coordinate with internal departments to ensure that the business needs are fulfilled effectively.
- Responsible for leading the Post Sales CRM Operations, payments, and collections.
- Ensure regular monitoring of the project, progress, and update the clients on the same.
- Ensure on-time completion, comprehensiveness, and accuracy of all documentation pertaining to sales and services.
- To maintain relationships with clients and coordinate client queries post-booking formalities, until possession.
- To assist clients with all queries about legal matters, agreements, registrations, taxation, banking, etc.
- Ensure compliance with the processes and procedures established by the company, and ensure their effective implementation throughout the entire process.
- To identify the discrepancies and keep them in the notification of the management at the right time.
- To prepare various reports on a daily, weekly, quarterly, and monthly basis.
- SAP Entries(Demand, Receipts and Invoice )
Assistant Manager
Shriram Properties
Bengaluru
03.2021 - 04.2024
- Examine grievances and complaints on all social media platforms, and determine adherence to the grievance handling procedure.
- Build sustainable and mutually beneficial relationships for all stakeholders, with the aim of furthering the goals and vision of Shriram Properties.
- Ensure compliance with legislative and statutory obligations for complaints raised on RERA
- Oversees research, investigation, negotiation, and resolution of all types of appeals and grievances.
- Plans organizes, and directs the work activity of appeals and grievances in line with organizational policies and procedures.
- Customer Engagement Activities.
- Handle cancellation, bucket, and retain customers.
- Planning and strategizing retention data with CRM, and reducing churn.
- Handle the defaulter bucket, analyze, and handle customers accordingly to bring in payments.
Escalation Manager
NoBroker Technologies Solutions pvt ltd
11.2020 - 02.2022
- Handling escalations and resolving the issue by coordinating with the back end in the given time frame
- Handling customer service team
- Process Training.
Assistant Manager
South Eastern Roadways
03.2019 - 05.2020
- Handling entire customer service teams across India
- Coordinating with clients with regards to Major escalations
- Handling Eway bills with regard to transportation
- Handling any issue related to RTO stuck vehicles or any issues during transit of vehicle to customer place
- Recruitment and process training.
Customer Relationship Manager
Turmswear.com
01.2018 - 02.2019
- Handling customer service team
- Resolving social media escalations and enquiries
- Coordinating with the third-party logistic team
- Recruitment and process training
- Looking after sales.
Team Leader
Myntra.com
11.2012 - 04.2016
- Handling customer service escalations
- Coordinating with the back-end team and resolving the complaints raised by customers and to make sure that the team resolves the issue in the given promise time
- To monitor the calls and emails of the team mates and share the feedback
- Also, look into how to improvise the customer service.
Sr. C.S.A
First source solutions Ltd
03.2007 - 05.2010
- Resolving the queries related to the Digital Services, Handling billing enquires
- Providing basic technical support and upselling broadband services.
Education
Bachelor of Computer Applications -
Madras Open University
Skills
- Can work independently or as part of a team, highly receptive and adaptive to changes
- Belief in hard work and commitment
- Good communication and interpersonal skills
- Customer relationship
- Customer Retention
- Collections
- Customer engagement
- Customer delight
- Communication
- Escalation management
- Task Delegation
Self Assessment
- Comprehensive problem-solving abilities
- Good verbal and written communication skills
- Willingness to learn and to teach
Contact
Bangalore, India 560032
Languages
- Kannada
- English
- Urdu
- Hindi
- Tamil
Disclaimer
I hereby declare that all the information given above is true to the best of my knowledge and belief
Personal Information
- Date of Birth: 02/05/1986
- Gender: Female
- Nationality: Indian
- Marital Status: Married
- Religion: Muslim
- Title: Asst Manager - Customer Experience
Other Experiences
Event organizer, Emerg India Non profitable organization, Have organised many events for the women entrepreneurs Including the Major event FLLN(biggest even across India for women entrepreneurs), Ongoing
Timeline
Manager
Aratt Developers
04.2024 - Current
Assistant Manager
Shriram Properties
03.2021 - 04.2024
Escalation Manager
NoBroker Technologies Solutions pvt ltd
11.2020 - 02.2022
Assistant Manager
South Eastern Roadways
03.2019 - 05.2020
Customer Relationship Manager
Turmswear.com
01.2018 - 02.2019
Team Leader
Myntra.com
11.2012 - 04.2016
Sr. C.S.A
First source solutions Ltd
03.2007 - 05.2010
Bachelor of Computer Applications -
Madras Open University
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