NISHA KUMARY K.N Mobile: +31633839422

E-Mail: nishaknows@gmail.com

Operations Management Process Management Client Servicing Marketing

“Striving to upgrade knowledge and practices to retain excellence in the professional brief.”

A “Performance Driven Professional” bringing in rare level business acumen and record of achievements developed in over 12 years’ career in INDIA. Experienced in Operations Management, Project / Process Management, Quality Management, Sales & Marketing, Client Relationship Management and Team Management. I am eligible to work here .

A High-Performance Management Executive with expertise in Operations functions entailing:

- Maximizing customer satisfaction, Process compliance and Quality;. - Leading teams & multiple projects.

- Process improvement initiatives to achieve maximum efficiency in various operations.

Proficient in developing a detailed project plan & scoreboard to monitor progress, flag issues and train the new team. Developed detailed procedures, flowcharts and measurement framework to smoothen the process. Adept in ascertaining needs and goals, streamlining operations and envisioning new concepts. Prudent, disciplined & self motivated with excellent interpersonal, communication & organizational skills. Proven abilities in team management, customer relationship management & effective crisis management.

Expertise in: Operations & Quality Process & Systems Management Project Management

Sales & Marketing Process Improvement Client Relationship Management

Training / Skill Development Collections Management SLA ManagementData Analysis Operational Reviews Capacity PlanningEscalations Liaison / Coordination Team Management

CAREER SCAN

June ‘12 - Feb ’15 : : Akshaya Pvt Ltd –Assistant Manager - Customer Relations

Nov’ 11- May ’12 : Hirco- Assistant Manager PMT & Customer relations

Feb ’10 - Oct ’11 : IVRCL Assets & Holdings, Chennai - Assistant Manager – Marketing

Nov ’07-Nov ’09 : Optimus Global Services, Chennai - Assistant Manager – Collections

Apr ’04- Aug ’07 : Allsec Technologies, Chennai - Team Leader

Nov ’01-Dec ’02 : Show Themes, Chennai as Sales & Marketing Executive

Oct ’00- Aug ’01 : Pfizer Pharmaceutical, Chennai as Junior Clerk

Tasks Handled: A proven ability to hit & exceed sales targets. Ability to find out a client’s advertising needs and then match a solution to them. Can demonstrate effective sales presentations on a face to face level. Providing end to end solution to customers for their concerns. Planning and delivering CRM strategies across the company encouraging customer

retention and customer loyalty. Deciding on the CRM platform structure and ensuring it works seamlessly across the

organization Capturing all required key points of the customer's life cycle. Customer Journey Mapping, Analyzing touch points with the organization and

maximizing commercial opportunities. Working closely with all departments to ensure the CRM works effectively in all

aspects for the company. Single point of contact for all direct communications with customers & overseeing

through the CRM. Handling the escalation, related to cancellations, refunds & snags. Ensuring the database is updated/maintained effectively for targeted marketing

activities. Overseeing the migration of all direct communications to lower cost mediums such as

SMS and email. Developing testing strategies for all aspects of CRM to ensure the most effective

approach for the company and its products. Ensuring that the cold calls, data base calls, referral calls and follow up calls are

done. Responsible for maintaining all customer acquisition data; overseeing execution of E-

mail / SMS templates / reminders towards birthday wishes, anniversaries and events. Involving in the finalization of amenities / fixtures with customers & communicating

the same to the Architect & projects team. Submitting reports about the existing customers & pipe line customer to the

management. Addressing and resolving customer queries & providing resolutions for the same.

Getting referrals or leads from the existing customers. Handling customer walk –in's. Handover of apartments to the respective client with all the documents after

collecting pending dues. Identified areas of improvement with regards to the apartment are mailed to the

projects team, facility management team and ensuring the same is rectified via follow-ups.

Accountable for coordinating with legal department and registration department; forwarding copies of allotment letters to projects.

Spearheading activities entailing collection of booking advance and forwarding it to finance department for temporary receipt and providing original receipt upon realization of cheque.

Submitting reports about the existing customers & pipe line customer to the management.

Executed activities in Delinquency Management for ICICI Car Loan Collection heading a team of 160 Associates.

Implemented process improvements initiatives and imparted training on need basis. Capacity planning and scheduling according to the forecast predicted on a monthly basis.

Addressed customer’s issues, coordinated with the client’s field team & internal field team.

Administered a team of specialized technicians working on unresolved accounts. Identified solution for unresolved and current issues and published the same across to the team members.

Conducted team reviews and one on one sessions with the leads. Assigned team targets, maintained & published team stack ranking daily, weekly and monthly basis. Met SLA’s set through the process and controlled shrinkage / attrition.

Interacted with clients via mail, telephone & in person for executing & completing high priority requests.

Submitted EOD report to the Program Heads. Maintained trackers to minimize process errors and enhance quality scores and raised MRF to the Manager during cases of expected attrition.

ACADEMIA

2001 B.Sc. (Maths) from S.D.N.B Vaishnav College for Women, Chennai, INDIA Madras University

Co-Curricular:

Elected as a VP for Rotaract Club in college. Got selected as a School Pupil Leader in 11th Class. Part of the Fun committee to conduct games or events for Akshaya pvt ltd company Part of Internal Audit team for SA8000 & IMS in Akshaya pvt Ltd

PERSONAL DOSSIER

Date of Birth : 17th July 1981 Language Known : English, Tamil, Telugu, Hindi & MalayalamAddress : Tarwekamp 101, 2592 xJ The HagueBSN Number : 291928006