NAZMA KHAN

[email protected] • +91-9774661702 • Silchar, Assam India

PROFESSIONAL SUMMARY

• A skilled professional with over 10 years of proven success in Client Relationship Management, Professional Trainer for Communication and Interpersonal skills, Operations Management and General Administration. • has attended world-class trainings from well-renown trainers on a variety of topics like – Management, Soft skills, Life skills, etc. • Proficient in streamlining processes and training systems with in- depth understanding and continuous optimization of individual, KPI's, SLA’s, objectives and targets. • Strong ability to isolate problems, analyze data and drive business strategies, decisions, and solutions.

WORK EXPERIENCE

Customer Relationship Manager
02/2020 - Present
Mahindra Sabita Automobiles , Silchar
• Handling complaints, reception work and calling the customers
• Gathering feedback, handling concerns and trying to resolve issues that customer face with Sales Executives
• Maximizing customer satisfaction level by on time delivery, monitoring customer complaints, providing efficient services
• Ensuring delivery of new vehicles and interacting with customer to know about interest strong follow up with the existing customers
• Following up with customer who have booked vehicle, branding and posting of new products in social media example Facebook and WhatsApp
• Managing clients/ customers, customer retention, first time resolution, risks, improvement projects, designing and preparing SOPs and implementing policies
• Provided one-on-one coaching to employees to enhance their communication skills
Certified Trainer
01/2017 - 09/2018
Avenues , Shillong
• Imparted training to the candidates on:
• Front office Operations Different type of Hotels, Reservation Procedures, Guest Tracking
• F&B Service, Banquets, Dining Etiquette, Table Manners, Table layout
• Different types of Menu and Menu Planning
• Emergency Services
• Room servicing and different type of rooms
• Training on topics like – Management, Soft skills, Communication Life skills, etc
• Dedicated and results-oriented Communication and Soft Skills Trainer of world class experience in designing and delivering impactful training programs
• Created and delivered workshops on effective written and verbal communication, focusing on clarity, conciseness, and audience engagement
• Work in Interpersonal Communication, Public Speaking, Organizational Communication
Receptionist/ Assistant to Director
09/2016 - 10/2016
Marathon Group's , Mumbai
• Examined correspondence and replying as instructed and received telephone calls and directing as and where necessary
• Arranged conferences and meetings along with making several travel arrangements
• Maintained schedules and following ups along with organizing events both internally and externally along with maintaining filing and inventory procedures
Online Sales Executive
04/2016 - 08/2016
Uniconnect , Mumbai
• Handled inbound and outbound calls for customer travelling out of India
• Provided international sim cards, dealt with existing and new clients maintaining excel sheet and google sheets
• Helped customer with activation procedure of the sim card, provided other sim related work to customer and handled backend team so customer does not face problems in abroad
Food and Beverage
01/2016 - 04/2016
The Orchid Hotels , Mumbai
• Greeted and welcomes guests, introduced and know different parts of the hotel, make them feel comfortable in the outlets they prefer
• Understood guest preference with food, suggested alcohol according and best taste with food, building relationship with customers
• Extended support to the team to enable them to provide effective and efficient services
• Handled complaints, took party order, anniversary, marriage function, handled inbound and outbound calls
Food and Beverage
01/2014 - 01/2016
The Park , Kolkata
• Greeted and welcomes guests, introduced them to different parts of the hotel and made them feel comfortable in the outlets they prefer
• Confirmed group reservations and arranged personalized services for VIP customers and event attendees like wedding guests
• Gathered feedback to all in-house guests and handled all issues and complaints related to Guest from pre arrival to departure
• Understood preference with food and suggested alcohol according and best taste with food, building relationship with customer
• Handled complaints, took party order, anniversary, marriage function, handled inbound and outbound calls

EDUCATION

Certificate Course in Aviation and Hospitality Management
01/2013
Contemporary Training Academy , Kolkata
Graduation
01/2013
Indira Gandhi National Open University Institute
12th
01/2013
Meghalaya Board of School Education
Basic Course in Computer
01/2012
Computer Knowledge Centre , Shillong
10th
01/2011
Meghalaya Board of School Education

SKILLS

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