Susan Coelho Antony Email & Phone Number

Mumbai, Mh, In

Mumbai, Maharashtra, India

I am the founder of The BrainWave Academy, dedicated to empowering businesses by boosting productivity and cultivating strong leadership at all levels. Our tailored training solutions cater to corporate needs, spanning from entry-level employees to senior management, ensuring a holistic approach to professional development.The BrainWave Academy offers a variety of programs including Leadership Development, Campus to Corporate transition, Presentation Skills, Train the Trainer, and many others.Corporate Training: I partner with corporate entities, delivering impactful & tailor-made training programs designed to cultivate essential competencies and drive meaningful growth within their organizations.Key Programs:* Diversity & Inclusion* Emotional Intelligence* Gender Sensitisation* Unconscious Bias* Prevention of Sexual Harassment of Women at Workplace* Train the Train* Women Leadership* Team Cohesion/Building/Outbound Activity Based Workshops* Creative Thinking, Problem Solving, Decision Making* Customer Centricity/ Client Interfacing Skills* 10X First Time Manager Programs* 10X Leadership Development ProgramsCertified Image Consultant, Certified Master Facilitator, Certified Soft Skills Trainer, Certified POSH External Member, Certified POSH Trainer. With over 22 years of senior leadership experience spanning logistics, shipping, academia, and entrepreneurship, I bring a wealth of expertise to empower clients in achieving their desired results.HAPPY TO TALK - +91 9769905742

Maharashtra, India

Part of Samsara Group:• Part of the senior management team, developed Corporate Customer Service Department for Samsara Group Pvt Ltd by setting up an all-encompassing approach towards Customer Satisfaction and Employee Growth and Development• Key Performance Area Monitoring, Training & Development, Coaching • Define and communicate customer service standards to Pan India Sales & Customer Service • Oversee achievement and maintenance of agreed customer service levels and standards by implementing Key Performance indicators. • Plan, prioritize and delegate work tasks to ensure proper functioning of the department • Track and review customer complaints with root cause analysis. • Auditing Customer Service and Sales Performance and guidance provided and share audit report during monthly reviews and track actionables• Handling complex and escalated customer service issues • Creating Customer Service Inside Sales Team across India • Monitor accuracy of reporting and data base information, conceptualize and develop Senior Management weekly/ monthly reports • Liaise with senior management to support and implement growth strategies. • Co-ordinate and manage customer service projects and initiatives • Performance evaluation of customer service team, identify and address staff training and coaching needs• Ensure Pan India Customer Service operates and functions in line with company policies and strategies • Leading Integrated Customer Experience (ICE) Program • Creating a robust Induction Program for the organization with HR • Conducting campus interviews for Management Trainee recruitment• Leading Management Trainee Induction and Coaching Program Pan IndiaAchievements:● Setting up an entire audit framework within Samsara group & highlighting the relevance of looking into customer complaints and root cause analysis● Leading Integrated Customer Experience (ICE) Program● Created an Induction program for the organization across all departments

Mumbai, Maharashtra, India

Mumbai Area, India

• As part of the Senior Management Team, develop and implement customer service policies and procedures across the organization • Support and implement growth strategies as decided and agreed by the senior management team • Implementing and handling all Corporate Communications both internal and CSR for the organisation • Meeting clients, understanding their requirements and drive deliverables • Define and communicate customer service standards • Driving the team to achieve and maintain agreed customer service levels and standards, ensure daily MIS is sent on time with customers• Handle complex and escalated customer service issues• Review customer complaints and highlight the voice of customer to the management on a daily, weekly basis and during management reviews • Identify and implement strategies to improve quality of service and productivity – ensure client retention • Ensure budget requirements are met • Evaluate and performance manage staff • Identify and address staff training and coaching needsAchievements:● Supported the organization to set up a CSR framework● Setting up an inbound call centre● Set up the customer service and operations SOP for “Flying Pan” – B2C venture into cloud kitchen

Muscat, Masqaţ, Oman

• Steering an effective Tracing and Service Recovery System and Customer Loyalty Program• Implementing strategies to effectively manage & benchmark deferred resolution service levels• Risk management for legal claims & service recovery• Serving as a contact point for resolution and response on escalated complaints• Meeting business requirements with respect to customer service query resolution and service quality at correspondence• Gathering customer feedback to enhance positive experiences and pre-empt potential service failures• Spearheading a team of 3 Supervisors, 1 Team Leader, 40 Customer Service Advisors, located all across the country• Part of Senior Management reporting to Country ManagerAchievements:● Received highest appreciation for Customer Service from 2008 to 2011 - Oman ● First Choice Champion First Choice in DHL Oman● Lowest attrition in Customer Service - 2008 to 2011● Revenue generation target every year with an increase in 5% YoY ● Opened 7 Service Points in Oman, in a span of 6 months each boosting cash revenue & increasing customer satisfaction - 2010● Trained & Certified the entire DHL Express Oman, achieving 100% completion in the Middle East● Served as:o CIS Master Trainer for Middle East & North Africa Region – Trained 10 Managers from the MENA Team to become CIS Facilitators in June 2012o Part of the DHL Express Middle East North Africa and Turkey Talent Panel● Co–Heading CIS for Customer Service for Middle East and North Africa Region● Bagged the Global Customer Service Award in the Middle East North Africa for DHL Express Oman● Setting up the 2% CSR mandatory spend according to the Company Act 2013 in DHL India● Co-assisted Marketing Team on the media front for the following major sponsored events:o Lakme Fashion Week 2013, '14 & '15o SME Growth Series 2013o Formula 1 Event – Buddh International Circuit 2013● Profiling winners for Employee of the year (EOY) Events ● Launched Diversity & Inclusion - 2013

Education record

Master Of Business Administration - Mba, Human Resources And Media & Advertising