Sonia Williams Email & Phone Number

PortalPublishing and updation of properties at the backend.Cross-checking the published properties at the Portal end.Keeping a record of the status of all properties – active and inactive.CommunicationPreparation of marketing materials, newsletters, powerpoint presentations, including newspaper advertising, brochure & mailersDraft, edit and format project documentation and correspondence.ProjectGuide and assist the teamTrain and motivate the team towards personal developmentWork in collaboration with the marketing team and Portal development teamCo-ordinate with regards to the admin, stationary, travel & medical needs of the team.Taking responsibility for the effective flow of information between team members.Ongoing evaluation of project activity and reporting on project progress.Business DevelopmentOrganising events or meetings with Corporates. Participating in events related to our business.

Responsible for Overall Centre Operations & Turnover Targets of the Clinic.Team Management, Maintaining Service Standards of the ClinicManaging and Improving Customer relationship.Basically a Profit Centre Head who understands Business Building Blocks & Revenue Generation.Independent Unit Management – Planning & Controlling.Establishing & Controlling Service Quality.

Managing a team of Customer Service Executives.Monitoring team performance, Motivating and guiding them to achieve set objectives.Improving quality of service and increasing client delight.Achieving service level and productivity targets for the team.Analyzing calls to identify the root cause of complaints.Preparing and submitting periodic MIS reports.Auditing Calls and identifying the training requirements of each Team Member.Training new hires as well as existing agents on soft skills, voice and accent.Implementation of identified coaching action items based on alert reports, and quality audit scores.Implement and monitor the break up of day/shift/hour-wise staffing plan.Plan and manage crisis situations Generate End Of Shift/Day reportsSoft skill documents on handling irate customers which has improved the CSAT scores.

Education record

Mba

Pharmacy

Education record

Education record