Rabia Bari

RABIA BARI CUSTOMER SERVICE MANAGER PERSONAL PROFILE CONTACT ME AT Results driven and customer oriented professional with 15+ years of exposure in Customer Service, Operations, Training and Project Management in the Telecom, Logistics and Healthcare Sectors. Excellent communication, inter personal and team-leading skills with the ability to work in a multi-cultural environment. Proven skills in managing teams to work in sync with the corporate set parameters and motivating them for achieving business and individual goals. Dubai, UAE WORK EXPERIENCE - Associate Manager-Operations(PMO) Tech Mahindra BPS 05/2021 - 10/2021 Achievements/Tasks (- https://www.linkedin.com/i n/rabia-bari-80b81313/ SKILLS SUMMARY Team Building and Training Complaint Resolution Effective Communication Time Management Analytical Thinking Organizational Skills Problem Solving Bangalore Oversee, managed, directed and prioritized inventory, budget, deployment and returns of client managed systems provided to employees during WFH, Ensure that the project team understands all aspects of the prime contract relating to their respective responsibilities, and demonstrate a thorough understanding of the prime contract checklist and organizational structure, Develop status reports and resource plans, Implement and maintain process workflows and delivery plans for the WFH project, Work as a liaison among stakeholders to recommend solutions, Address and resolve project risks, roadblocks and obstacles while securing resources to efficiently complete deliverables. Interpersonal Skills Quality Assurance Customer Service Management Project Management People Management Building Customer Loyalty INTERESTS Creative Writing Travelling Reading Welfare of Strays Freelance Writer Vacation Planners 12/2020 - 05/2021, Business Development Consultant Talkaholics Productions 12/2020 - 05/2021, Senior Customer Service Manager Siemens Healthcare Pvt.Ltd 03/2012 - 09/2019, Achievements/Tasks Mumbai Worked with internal departments, field staff and management to ensure client priorities are understood, and resources are executing on commitments, Improved Field service engineer utilization from 52% to 59% in one year by driving team towards efficient dispatch and planning, Through strategic management and measurement of team performance, initiated plans to develop and execute departmental improvements while simplifying processes, Managed the operational activities of the dispatch team including quality service, workflow, work force optimization, and cost management, Provided monthly performance feedback to CCE's in order to address performance gaps and manage performance improvement. Maintained team’s call quality standards, providing feedback and developing performance development plans, Elevated NPS scores for responsiveness from 48% to 60% within three years; ensured swift resolution of customer issues to preserve customer loyalty while complying with company policies. VOLUNTEER EXPERIENCE WORK EXPERIENCE Foster Parent In Defense of Animals Mumbai Customer Service Manager Volunteer Animal Aid Unlimited Udaipur Blue Dart Express Ltd. 01/2008 - 12/2011 Achievements/Tasks Mumbai Managed all India customer service operations spread across 8 major cities. Handled all operational issues and problem resolution (SOC +150 Customer Care executives), Developed and analyzed reports to identify strategies to help improve company operations, Assessed performance of Assistant Managers and Team Leaders on an ongoing basis. Identified skill gaps in contact center with team leads and highlighted the same for action, Performed quality checks, developed and reviewed performance reports to identify areas of improvement and implemented measures to improve individual performance levels, Identified training opportunities and provided career coaching to ensure employee development and progression. Maintained a strong focus on staff development through training and other means in order to ensure that the team members career goals are prioritized and aligned with business opportunities, I led multiple projects within the organization as a Project Lead which were crucial in achieving productivity and cost efficiency/savings goals. Two crucial projects led were the NPS and IVR projects. ACHIEVEMENTS Improved part return cycle average from 25 days to 21 days within 2 months which led to organization being given preferred partner status. Streamlined and optimized work processes in the Dispatch team to enhance engineer productivity and response time. Instrumental in setting up processes for proactive Update completion leading to YOY revenue benefits. I led and implemented IVR project in Blue Dart Express which resulted in savings of 40 lakhs per annum through resource planning and budgeting. I led and implemented the NPS Project in Blue Dart Express which led to improvement in NPS scores from 25% to 49% within a year EDUCATION Bachelor of Arts(Dual Major in Psychology and Economics) University of Mumbai 09/2019 - 11/2020 Diploma in Business Management NMIMS 01/2016 - 12/2017 CERTIFICATES TEFL(Teaching English as a Foreign Language) from ITTT (12/2019 - 03/2020) Fundamentals of Digital Marketing from Google Digital Garage (01/2021 - 02/2021) Diploma in Teacher's Training for Special Children(British Learning UK) (12/2020 06/2021) PMP-Project Management (Ongoing - 07/2021 - Present)