Anonymous

Details

Skills

I have explained my few skills as below 1.Communication skill face to face - Worked as a Front office or Reception executive which includes welcoming public or customers. Daily meeting & dealing with general public face to face, walk-ins and discussion on enquiries, appointments, product & service, complaints, resolutions, value added services. Implemented Call Centre customer care for inbound & outbound calls, cold calls for general public & existing customers. Handled customer telephone inbound call volume of 98%, Customer telephone outbound calls 100%. Customer retention achieved 96% & Customer care resolution & volume handled 92%. Very good in handling general public or customers over telephone calls. I am a expert in handling cold calls over telephone and specialist in handling angry or irate customers. 2. Judgement & Problem solving skill - As a admin manager I have faced several adverse and grave situations. I have made wise judgements in these situations which solved the problem and resulted in customer satisfaction. When situation arose, where the problem is out of control or extreme complex issues, I would immediately seek the advice of the superiors and act according by following the standard protocol. While directly facing public or customer usually check with the details accurately on the issues or request and provide appropriate guidance and information. I use my experience, expertise which I had gained over the 18yrs on handling customers and taking correct judgment measures which results in customer satisfaction. The positive problem solving results in customer satisfaction and makes them to use the service repeatedly. 3. Meticulous attention to details - While handling direct face to face general public and customers, I always update myself on product and service details daily and the latest changes to it. While conversation with the customer I will always listen patiently, note the points of their communication or problems. Concentrate on their words and information and ask more details for records and to give appropriate answers. While facing the customer or general public I always prioritize the customer needs to gain their confidence. 4.Strong in organising multiple work - Able to adopt a flexible approach when required by the needs of the service since worked as an customer care person, admin person, HRD manager, safety and quality person over the 18yrs of experience while working as a manager. Proactively self organise and pre plan the day to day work on priority basis and complete each task appropriately. As a manager successfully handled multiple teams in HRD department as per planned day to day work and completed the given team task. 5.Able to work under heavy pressure - Able to work under heavy pressure in varied situations, as I have handled 100 telephonic outgoing calls per day and 100 incoming telephonic calls per day simultaneously data entry of customer details and queries into the CRM software in computer. Receiving 100 letters via courier, segregate and send to concern department for suitable action, Printing and sending 100 letters per day to general public and customers. 6. Strong in Time management & Additional hours- Able to work the hours and duties required by the post. I always pre plan the given task achievement route map. segment the flow of work and time required on priority basis and make sure it is done within the time period. Schedule the work on priority basis and complete the task before the time frame. Positive approach towards work and ethic. I am always willing to work extra hours to train new team members and to complete any emergency or problem task. 7. I am a frugal employee to reduce wastage and cost saving, good team player, Responsible for coordinating within teams for arranging training events, meetings, inspection, etc. As an administration officer always maintain discipline in work and respect to all the staffs of various diversity. I am fast phased employee, can complete more task than average staff achieve more task by prioritising the given work and time management. I can bring positivity and promise embrace change. Achievement Award I have been nominated for Staff Award 2024 in Adult Social Care Commissioning Team under the category Unsung Hero s. Training Refresh course on GDPR act 2018, Equality act 2010, Health and Safety, Cyber security. Undergone MOSAIC Training, Jet Sort Cash Counting Machine operation, Winwedge Software for Cash reconciliation.

About

I have completed year 11 & year 12 in India with major subjects like Maths, Biology, Physics, Chemistry which equals GCSE level C in United Kingdom. (12yrs of School Education). I have completed graduation with Bachelor of Technology (4 years) (UG) India and Masters in Business Administration (2yrs) (PG) India which is equivalent to NVQ4 qualification. English has been the primary language for studying, writing, examinations and assessment (Education Module 12yrs+4yrs+2yrs). During my tenure as a Administration Assistant, I have handled front desk/reception welcoming public and customers face to face for enquiries on product and services, rooms booking and payments. I am confident in verbal & non verbal communications, Responsible for daily checking Inbox emails, signpost emails to appropriate departments, drafting reply response for customers and public queries. I have been responsible for handling general public or customers over telephone calls. Handled customer inbound call volume of 98%, Customer outbound calls 100%. Customer retention achieved 96% & Customer care resolution and volume handled 92%. While handling telephone calls I have to simultaneously validate the customer, type customer demographic details, refresh the details, cross check the customer details and save in customer relation software. I have used to handle regular visitors to the department for various purpose and provided them with appropriate assistant needed. Arranged interpreters for customers who are unable to communicate in English and to solve their queries. While working as an reservations assistant was responsible for handling daily walk-in of general public and existing customer on room reservations, pre booking appointment, cancellations, emergency appointments, walk-in daily appointments. I have maintained a day to day appointment booking system, pre-calling customer on the day of appointment and enquired of their availability and confirmation of booking. A separate note of the cancelled bookings are generated on booking system. The cancelled booking are re-allotted according to the waiting list to customers in queue. This process is regularised and done within minutes to ensure efficient usage of time and the day is engaged to the fullest daily as per the target assigned. While day to day data entry of public or customer - bookings or appointments in the computer outlook, the cancellation and the reasons is updated in the computer. Able to work the hours and duties required by the post. I always pre plan the given task achievement route map. segment the flow of work and time required on priority basis and make sure it is done within the time period. Willing to work for extra hours to training new joiners when needed. Own initiative to take additional task on colleague s absence to achieve the team target. During my tenure as Booking assistant, I have been trained on standars operation protocols since have to handled customer confidential details. Used to work under standard operation procedure for each task and reporting structure. During my tenure handled aggressive, abusive customers, staffs and solved the issued as per the work policy. Followed the policy of confidentiality, compassion, sympathy etc. I have undergone training and Refresh course on GDPR act 2018, Equality act 2010, Health and Safety, Cyber security. I always used to strictly follow the policy and procedure of the organisation and have been appreciated by my manager. During my tenure as an Administration Assistant always maintained dairy calendar work schedule, daily end of the day check the completed task and pre plan the next day work schedule proactively, list pending current work to be carried next day. On the day segregate the emergency work and normal work for the day, plan the execution and complete the task before the schedule. I will utilise the allotted breaks and work without stress and peacefully. End of the day update my dairy schedule and update my manager on any incidents and complaints which I came across. Daily check with my colleagues if they face any difficulty in completing normal task, proactively help my colleagues complete their task by sharing their work load after completing my task. In addition to administrative tasks, I am highly skilled in using Microsoft Office software, particularly Word, Excel, and PowerPoint. I am well-versed in data analysis, creating performance reports, and generating 3D charts and presentations. I am also experienced in using Microsoft Teams, Zoom, and Teleconference platforms to organize meetings, training sessions, and group discussions. pay 360, jet sort cash counting machine, win wedge software, mosiac, I have good experience in Microsoft office software packages, particularly strong in word processing techniques. Expert in handling Microsoft word with ease in creating, editing and sharing word documents. I am well acquainted with all aspects of Microsoft word and Microsoft Excel. I am familiar with inserting tables, charts, images and edit tables. I am proficient with mail merge to generate volume of letters to be sent for set of customer database regularly. Familiar with the use of various graphics, texts, images, charts and an expert in power point presentation. Performance and finance analysis to chart generation and 3D chart presentation.