Deepthi Sara Kurian Kurian
SHARJAH
Summary
Proven leader in strategic planning and operations management, with a track record of driving revenue growth and enhancing operational efficiency at Mahindra Holidays. Skilled in financial reporting and fostering team collaboration, I excel in transforming challenges into profitable opportunities, achieving significant improvements in service delivery and customer satisfaction. Results-driven Managing Partner adept at building and leading high-performance teams. Decisive leader and strategic planner with a resilient and forward-thinking approach.
Overview
21
21
years of professional experience
Work History
Managing Partner
D & D Collaboration General Trading LLC
03.2024 - Current
- Negotiated high-value contracts with clients, securing profitable partnerships for the company.
- Established and implemented business procedures and process improvements.
- Mentored junior staff members, resulting in a more cohesive team and increased overall performance.
- Spearheaded successful client engagements resulting in repeat business and positive referrals from satisfied clients.
- Oversaw financial management of the firm, including budgeting, forecasting, and analysis, ensuring fiscal responsibility and profitability.
- Optimized resource allocation, reducing operational costs while maintaining service quality standards.
- Collaborated with cross-functional teams to drive organizational improvements and meet strategic objectives.
- Established clear communication channels within the organization, fostering collaboration among team members towards shared goals.
- Developed comprehensive business plans that led to significant revenue growth and expansion opportunities.
- Evaluated market trends to identify new business opportunities and develop targeted growth strategies accordingly.
- Aligned business objectives with industry best practices to ensure the firm remained compliant with regulatory requirements and maintained its reputation for excellence.
- Analyzed and presented financial standings and cost effectiveness to other partners and investors.
- Built strong networks with key stakeholders both internally and externally to support business growth objectives.
- Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
- Maintained P&L and shouldered corporate fiscal responsibility.
Customer Service Manager
Mahindra Holidays
11.2012 - 08.2018
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Kept accurate records to document customer service actions and discussions.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Generated customer satisfaction surveys to analyze results into action plans.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Cultivated a culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.
- Spearheaded initiatives aimed at reducing average call wait times, significantly improving overall client experience metrics.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Developed and offered unique discount options to drive interest in new product lines.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Championed technology adoption among team members, integrating tools that aided in delivering faster results for customers without sacrificing quality.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Developed detailed plans based on broad guidance and direction.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Launched quality assurance practices for each phase of development
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Customer Service Representative
Mahindra Holidays
10.2009 - 10.2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Service Executive
GULF CIRCLE
09.2006 - 10.2009
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Monitored key performance indicators to ensure continuous improvement in service quality.
- Described product and service details to customers to provide information on benefits and advantages.
- Streamlined communication channels for improved efficiency in handling customer concerns.
- Evaluated interactions between associates and customers to assess personnel performance.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Informed customers of upcoming promotions and deals to boost sales.
- Asked open-ended questions and researched issues in system to resolve various customer billing errors.
- Spearheaded initiatives that streamlined work processes, enabling the team to handle more calls efficiently without compromising on client satisfaction levels.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Corresponded with delinquent customers to collect payments and make billing arrangements.
- Drove process improvements aimed at increasing operational efficiency and reducing wait times for customers.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Increased efficiency and team productivity by promoting operational best practices.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Cross-trained and provided backup support for organizational leadership.
- Created and maintained detailed database to develop promotional sales.
- Implemented and developed customer service training processes.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Ground Staff Member
SRILANKAN AIRLINES
03.2004 - 04.2006
- Implemented new procedures to minimize flight delays due to weather disruptions or technical issues.
- Streamlined baggage handling procedures for faster turnaround times and reduced lost luggage incidents.
- Promoted a positive work environment through effective teamwork and open communication among colleagues.
- Enhanced customer satisfaction by efficiently handling check-in and boarding processes.
- Optimized ground operations by regularly updating standard operating procedures in line with industry best practices.
- Implemented cost-saving measures that resulted in reduced operational expenses without compromising service quality or safety standards.
- Monitored compliance with local aviation regulations as well as international guidelines such as IATA standards.
- Managed inventory of ground equipment and supplies to ensure availability during peak periods and prevent shortages.
- Maintained flight schedules by coordinating with pilots, cabin crew, and ground service providers.
- Collaborated with security teams to ensure the safety of passengers, staff, and airport facilities from potential threats.
- Supported operational efficiency by maintaining accurate records of flights, cargo, and passenger information.
Education
Ph.D. - Tourism
LINCOLN UNIVERSITY
MALAYSIA06.2027
MASTERS IN TOURISM ADMINISTRATION - Tourism And Travel Services Marketing Operations
ST PETERS COLLEGE
INDIA04.2005
BACHELORS IN TRAVEL AND TOURISM MANAGEMENT - TOURISM
MAR IVANIOS COLLEGE
INDIA03.2003
CERTIFICATE IN AVIATION SERVICES - IATA
IATA
MONTREAL11.2001
DIPLOMA IN COMPUTER SCIENCE - Computer Software And Media Applications
NIIT
INDIA12.2000
Skills
- Revenue Growth
- Strategic Planning
- Operations Management
- Financial reporting understanding
Timeline
Managing Partner
D & D Collaboration General Trading LLC
03.2024 - Current
Customer Service Manager
Mahindra Holidays
11.2012 - 08.2018
Customer Service Representative
Mahindra Holidays
10.2009 - 10.2012
Customer Service Executive
GULF CIRCLE
09.2006 - 10.2009
Ground Staff Member
SRILANKAN AIRLINES
03.2004 - 04.2006
Ph.D. - Tourism
LINCOLN UNIVERSITY
MASTERS IN TOURISM ADMINISTRATION - Tourism And Travel Services Marketing Operations
ST PETERS COLLEGE
BACHELORS IN TRAVEL AND TOURISM MANAGEMENT - TOURISM
MAR IVANIOS COLLEGE
CERTIFICATE IN AVIATION SERVICES - IATA
IATA
DIPLOMA IN COMPUTER SCIENCE - Computer Software And Media Applications
NIIT
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