Roma Shatani
Dubai,UAE
Summary
Experienced administrative leader skilled in business operations and team management. Proactively enhances processes and practices. Proficiently supports project leads by streamlining operations and ensuring compliance. Successfully leads retail store management, corporate projects, and logistics with a strategic approach. Manages all retail store operations effectively. Develops KPI dashboards for accuracy and compliance. Supervises a team of 20 sales professionals in a contact center. Designs and executes in-house training programs. Consistently meets company objectives. Utilizes expertise to enhance administrative processes and customer service.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Project Associate
Tata Consultancy Services
Mumbai, India
12.2019 - 11.2023
- Internal Recovery Unit (IRU) support provided to clients in the Banking Sector.
- Quality check and call transcription conducted to enhance resolution outcomes and ensure compliance.
- Management of complaints between Third Party entities and Citi Client, focusing on quality analysis.
Creation of Management Information System (MIS) reports. - Development of Service Level Agreement (SLA) reports.
- Provision of process knowledge training to new associates, addressing any queries they may have.
- Oversight of team compliance training and completion of mandatory client and TCS level training.
- Review, analysis, and reporting on quality discrepancies.
- Handled nearly 55 inbound calls daily, addressing various customer queries related to closed accounts, including fraud, bankruptcy, and account information.
- Coaching, mentoring, and training newly onboarded team members.
- Consistent improvement in customer satisfaction through effective issue resolution.
Contribution to continuous improvement efforts by suggesting operational optimizations. - Generation of Key Performance Indicator (KPI) reports to drive performance enhancements.
- Demonstrated respect, friendliness, and readiness to assist across all tasks.
- Proficiency in Microsoft Word along with other software tools for document creation and communication.
- Focus on ensuring client satisfaction and meeting daily targets.
- Management of end-to-end customer service inbound calls.
- Transcription of recorded calls involving Third Party vendors, customers, or Debt Settlement Agencies (DSA).
- Mentorship and training provided to new team members.
- Responsibility for retrieving SLA data and allocating tasks to the team.
- Ensuring team compliance with TCS and client project norms.
Retail sales manager
9 Options
Pune, India
03.2018 - 12.2019
- Lead and manage a team of 20 sales and customer service professionals in a contact center setting.
- Establish sales and business development procedures, and set quarterly, monthly, and weekly targets for the teams. Organize and execute motivational workshops and training sessions for staff.
- Monitor, analyze, and adjust weekly targets to ensure any shortfalls from the previous week are addressed before month-end.
- Strategize and execute End of Season Sale (EOSS) events for festivals and seasonal occasions.
- Oversee all store operations to maintain a professional environment and maximize customer satisfaction through feedback from customers, vendors, and merchants.
- Handle sales transactions, maintain effective merchandise displays, and provide comprehensive customer service, including managing returns, refunds, or replacements.
- Manage banking tasks for the store, including deposits, change requirements, and credits, while ensuring adherence to check acceptance policies and charge card procedures.
- Administer personnel functions according to company policies, such as record-keeping, scheduling, payroll management, budgeting, disciplinary actions, performance evaluations, and training.
- Conduct regular performance evaluations of team members on a monthly and yearly basis.
- Maintain visually appealing in-store displays and keep up with new styles and trends.
- Offer a diverse range of mid to high-end garments and accessories to customers.
- Prepare and submit monthly sales reports to management for review.
- Utilize comprehensive knowledge of garment industry products and systems to enhance sales performance.
- Keep detailed and up-to-date records of inventory, personnel activities, and business finances.
Project assistant
ZS Associates
Pune, India
05.2016 - 02.2018
- Organizing summits, board meetings, conferences, employee engagement events, and seminars for executives, client visits, and senior management.
- Managing travel arrangements and schedules for executives, managers, direct clients, and coordinating logistics.
- Handling settlement and reimbursement of invoices, expenditures, and bills for stakeholders during international travel and employee engagement events.
- Ensuring decision-making is informed and executed by the appropriate individuals, conducting audits, peer reviews, and establishing project and program structures for accountability.
- Streamlining project operations by reducing bureaucracy, providing training, coaching, mentoring, and ensuring quality assurance.
- Managing documentation, project history, and organizational knowledge, and offering guidance on their utilization for current and upcoming projects.
- Coordinating project meetings, documenting key action items, and recording decisions.
- Arranging domestic and international travel accommodations for meetings.
- 9. Assisting executives and project managers in scheduling meetings and managing calendars.
- 10. Coordinating workload distribution among teams to meet Service Level Agreements (SLAs).
- 11. Monitoring team members' tool access and revoking unnecessary access or upon system exit.
- 12. Tracking each team member's project utilization and billing clients accordingly.
- 13. Ensuring accurate completion of timesheets by team members and reporting data to clients daily.
- 14. Participating in meetings with managers and executives to record minutes of the meeting (MOM).
Fitness Consultant
Gold's gym
Pune, India
04.2014 - 07.2015
- Enhanced sales performance by providing fitness guidance to walk-in and phone inquiries, thereby generating leads and driving revenue growth.
- Accountable for promoting and selling memberships to prospective clients, as well as managing renewals, upgrades, and additional revenue streams such as WLP, corporate sales, and personal training.
- Ensured comprehensive knowledge of product offerings, pricing structures, and promotional initiatives related to gym membership sales.
- Managed the FC planner meticulously utilizing established sales systems.
- Oversaw the referral program and implemented strategies for up-selling and cross-selling based on customer inquiries.
- Conducted courtesy calls to maintain strong client relationships and encourage regular gym usage among members.
Education
Bachelor of Business Administration - Marketing Management
Savitribai Phule Pune University
Pune/ India 06.2010 - 04.2013
Skills
- Quality Management
- Schedule management
- Performance improvements
- Customer relations specialist
- Organised and efficient
- Client rapport
- Attention to Detail
- Processes and procedures
- Workflow optimisation
- Contract management
- Process Improvement
Languages
English
Beginner
Hindi
Fluent
Marathi
Fluent
Sindhi
Fluent
Affiliations
- Fitness
- Listening music
- Dance
- Watching meaningful and motivational videos
- Cooking
Timeline
Project Associate
Tata Consultancy Services
12.2019 - 11.2023
Retail sales manager
9 Options
03.2018 - 12.2019
Project assistant
ZS Associates
05.2016 - 02.2018
Fitness Consultant
Gold's gym
04.2014 - 07.2015
Bachelor of Business Administration - Marketing Management
Savitribai Phule Pune University
06.2010 - 04.2013
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