SHALU ANN
Team Lead - Customer Care
Summary
Results-driven team lead accustomed to overseeing operations with strong attention to detail. Expert in following detailed execution schedules with aim of maximizing productivity. Committed to proactive reorganization for optimized efficiency. Focused on driving employee performance, achieving team goals and delivering consistent, on-time project completion. Strong builder of team vision to meet benchmarks in quality and end user satisfaction.
Overview
2
2
years of professional experience
6
6
years of post-secondary education
Work History
Team Lead - Customer Care
Sobha LLC
Dubai
12.2021 - Current
- Reported on updates to project specifications and progress.
- Recommended implementation of new process, systems , changes in the organization to enhance end user experience
- Trained new team members by relaying information on company protocols & procedures and techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Graduate Engineer Trainee
Sobha LLC
Dubai
09.2020 - 11.2021
- Responsible for all outbound communications (email, dialer)
- Analyze issues for each project on monthly basis to determine areas and processes needing improvement.
- Understand and prioritize client requirements and cater to them for customer satisfaction while abiding to company policies.
- Collaborated with stakeholders to manage and execute end to end process.
- Adhered to timelines to achieve monthly targets.
- Followed up with contractors, project consultants and other stakeholders to gather information and resolve issues.
- Assessed scope and requirements to assist with project design determinations of third party contractors.
- Responded to technical concerns quickly and effectively devised solutions.
Site Engineer
Pahala Constructions
Kerala
05.2019 - 01.2020
- Coordinated with Project Engineer in preparation of project schedule, monitoring and execution of G+3 buildings, renovation/restoration projects
- Prepared project statements in accordance to project schedule vs actual work done, budget and personnel performance on a daily basis
- Administered project cost, ensured cash flow and budgets comply with client’s requirement, prepared monthly invoices for subcontractors and resolved payment issues for vendors and laborers
- Prepared documents to obtain approvals of plans, cost estimates, building permits from concerned district municipalities
- Interacted with clients to understand their requirements for each phase of the project and present them on field
- Overseen and prepared purchase of accurate project related supplies/logistics/ local purchases, planned for timely deliverance and performed quality and quantity checks on site
- Mastered skills in Autocad 2D for reading/ reviewing project drawings and determined quantity take-off, estimates, prepared quotations/ BOQ and BOM as per the design.
Intern
Project Management Unit - Kerala Road Fund Board (PMU-KRFB)
Kerala
06.2018 - 06.2018
- Assisted in preparation of Detailed Project Reports of Palode- Brimore Road (49.7 Cr) & Karamana – Kaliyakkavilai NH (100 Cr)
- Processed E-tendering/ NIT for tender opening, circulated tender enquiries and obtained timely quotations, ensured tender documents received are in compliance with scope of work, performed pre-qualification checks, reviewed drawings/ specifications/ BOQ/ tender addendums and other documents required, analyzed technical and financial bids , arranged pre-bid meetings and recorded minutes, prepared for issue of administrative sanction and technical sanction, coordinated with team to select appropriate contractor and prepare his agreement conditions
- Accompanied timely site visits, recorded measurements of executed works and prepared bills.
Intern
Larson and Toubro (L&T)
Chennai
07.2016 - 07.2016
- Coordinated with the project management team in monitoring and execution of Olyumpia Opaline Sequel 2 (236.487 Cr)
- Prepared Daily Progress Reports, Daily Labour Reports and weekly progress reports, Bill of Quantities, monthly invoices, LOI for subcontractors, negotiated with subcontractors and suppliers in terms of work quality and payment terms.
Education
M.Tech - Construction Engineering and Management
SRM Institute of Science & Technology
Chennai 08.2017 - 05.2019
B.Tech - Civil Engineering
Bharath Institute of Science &Technology
Chennai 07.2013 - 05.2017
Skills
Team leadership skills
Multitasking Abilities
Dependable and Responsible
Accomplishments
- Project on ‘Analysis of urban sprawl using GIS and investigation of determinants influencing urban sprawl’
- Project on ‘Experimental study on partial replacement of cement with marble powder’
- Mini Project on ‘Light translucent concrete using optical fiber’
Paper Publications
- Published a paper on ‘Modified Critical Path Method’ in ‘Journal of Advanced Research in Dynamical and Control Systems(JARDCS)’ISSN: 1943-023X, Issue-08, Year-2018, Pages- 1100-1106
- Published a paper on ‘Spatio-Temporal Urban Sprawl Analysis and Evaluation using GIS for Lucknow City’ in ‘International Journal of Innovative Technology and Exploring Engineering (IJITEE)’ ISSN:2278-3075, Volume-8, Issue-6
Timeline
Team Lead - Customer Care
Sobha LLC
12.2021 - Current
Graduate Engineer Trainee
Sobha LLC
09.2020 - 11.2021
Site Engineer
Pahala Constructions
05.2019 - 01.2020
Intern
Project Management Unit - Kerala Road Fund Board (PMU-KRFB)
06.2018 - 06.2018
M.Tech - Construction Engineering and Management
SRM Institute of Science & Technology
08.2017 - 05.2019
Intern
Larson and Toubro (L&T)
07.2016 - 07.2016
B.Tech - Civil Engineering
Bharath Institute of Science &Technology
07.2013 - 05.2017