Reshma Sivani Singh
Glendene,AUK
Summary
Dynamic customer service manager with over 13 years of diverse experience in retail, manufacturing, transport, and FMCG sectors. Proven track record of achieving record-high customer satisfaction rankings while enhancing profitability and revitalizing underperforming operations. Expertise in prioritizing and multitasking within fast-paced environments, consistently contributing to team success in achieving personal and organizational objectives. Recognized for effectively resolving escalated customer support issues and fostering positive relationships and loyalty.
Overview
21
21
years of professional experience
Work History
Customer Service Manager
Ecostore Limited
01.2017 - Current
- Assisted with recruiting and hiring perspective candidates.
- Developed strategies to assist associates in meeting goals.
- Attended job training to sharpen skills and keep informed of new products.
- Set attainable daily, weekly and monthly goals and game plans.
- Motivated teams by recognizing and rewarding excellence.
- Partnered with fellow team members on new customer service program to promote seamless transitions.
- Supported associates career development by discussing potential for growth within company.
- Participating and contributing in meetings to explore opportunities to increase order volume and exceed customer expectations for customer service
- Enforce pricing decisions and resolve all customer service discrepancies with accounts and internal departments
- Responsible for the staffing, coaching, training, and motivation of the Customer Service Team
- Provide ongoing quality feedback (positive and feedback for improvement)
- Maintain thorough knowledge of supply chain for Ecostore products from concept of product to delivery to customer
- Provide input into and determine executing of outbound marketing/sales/support campaigns and programs
- Drive process improvements within/across departments and influence improvement external to the department
- Ensure development plans for individual employees are well defined, realistic, measurable and acted upon in support of company goals
- Build strong relationships with export customers
- Key point of contact and building the relationship with Kerry Logistics Australia (3PL) including stock management & inbound containers
- Manage promotional pricing maintenance via magento and Celigo Systems.
- Maintenance of records / documentation – e.g Procedure manual, price lists, SOP's and order forms.
- Liaise with Australia Sales team – assist with queries, provide regular updates e.g out of stock notification, order delay, back orders and NPD's.
- Liaise with Export Manager team – assist with Amazon queries, assisting automation of Amazon orders and updating sku's on amazon platform.
- Preparation of performance reports as directed – weekly / monthly sales
- Support and lead the process for consumer care & ensuring all team member are educated on all new products & FAQ's delivering a positive outcome for both parties
- To ensure online customer's needs are met through providing a high level of customer service, building customer relationships, and following established procedures (90%)
- To ensure our Online / eCommerce customers see Ecostore as a preferred brand with
- Excellent customer service and technical support
- Effectively manage customer queries & complaints including delivery issues and product replacements within the required service level
- Effectively manage online queries / enquiries via Online mailboxes
- Liaison with our warehouses in Au & NZ regarding orders when required
- Ensure that orders are dispatched in time through the reports provided daily by our warehouse team
- Provide guidance, training, and support for the Customer Service team
- Assist with special projects as directed by the National Sales Manager and Operations Manager
- Maintain knowledge of product range, Build a high performance cross functional team committed to continuous improvement, reinforced by demanding attention to detail in everything they do and a genuine passion for first class customer service
- Develop and maintain a complete suite of Standard Operating Procedures covering all aspects of Non-Export Customer Services activities
- Drive and measure process compliance and improvement through robust KPI reporting and analysis
- Measure performance of your team's process and SLA adherence
- Manage expectations of all relevant stakeholders in the execution of non-Export sales orders
- Ensure all customer accounts are up to date by ensuring credits is actioned within agreed SLAs
- Liaise with the Finance Team to handle any overdue accounts
- Ensure all complaints, delivery issues and claims are handled in a positive manner.
- Assist the sales team in resolving problems and putting in place systems and processes to correct on going issues
- Handle complex and escalated customer service issues
- Highlight any stock issues to the S &OP team
- Ensure the necessary resources and tools are available for quality customer service delivery
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Audited customer account information to identify issues and develop solutions.
Customer Relations Team Leader
Cerebos Gregg's Limited
01.2015 - 11.2016
- Managing key account McDonalds NZ – Monitor stock levels, complaints and out of rotations on their coffees, weekly order and liaising with Australia on their salt orders
- NZFSA Processing/Certificates & Compliance- working with Regulatory team for any NZFSA certificate request for customers
- Day to Day workflow management - hit the cut-off times, escalated complains, out of stock, delivery issues, retail returns, credits, and uplifts
- Backup plan when required (staff away, project involvement)-Pre-planning staff roster and leaves to ensure enough staff are on the floor
- Open order reports (stuck orders) - Produce daily open orders report and investing on orders with the warehouse
- Crema/E1 system super user - escalated issues are to be monitored and resolved with IT
- Systems and Process Champ – ensure the processes are reviewed and updated every 3 months or when required
- Achievements Designed and implemented the credit and Returns process as the company had a transition to the new warehouse
- Nominated for the employee of the year for 2015/ 2016
- Introduced regular meetings with team, including training sessions to up skill the team
- Successfully working along with Operation and Supply Chain team with the Cerebos warehouse transitioning to 3PL
- Have built and maintain relationships with our 3PL/transport partners
- Successful in the office transition into Newmarket from East Tamaki and taking over from CS Manager role when required
- Rebuilding the team as half the team including the CS manager left.
Customer Relations Team Leader
Foodstuffs North Island
05.2012 - 01.2015
- Introduced outbound calling to member stores to obtain feedback on delivery issues which
- Reduced the number of queries and built strong relationships with the Stores Introduced rotation of tasks so every team member is multi-skilled and can easily take over another's role in their absence – this improved service levels and ensured KPIs were consistently met
- Introduced group activities outside of work which strengthened the team Introduced regular meetings with team, including training sessions to upskill the team Introduced a rewards system which improved motivation and morale of team Encouraged team to decorate office and celebrate national and international events, which made environment fun and friendly environment (Team building)
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Call Centre Team Leader
Countdown NZ
01.2005 - 04.2013
- Offered training and support to keep team members motivated and working toward objectives.
- Delegated daily tasks to team members to optimize group productivity.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Reviewed completed work to verify consistency, quality and conformance.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Completed daily quality assurance duties to provide feedback for improvements.
- Maintained daily inventory to facilitate successful material distribution.
- Conferred with other supervisors to coordinate operations and activities within or between departments.
- Interviewed and selected potential new team members from list of candidates recommended by recruitment team.
- Helped mitigate and resolve data issues by analyzing situation and implementing appropriate solutions.
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
- Maintained positive working relationship with fellow staff and management.
Education
Comprehensive Red Cross Training - Redcross Professional Telephone Skills –Kiwi Host Handling Challenging Callers- Kiwi Host
Sigatoka Methodist High School
Certificate - Contact Centre Management– Team Leader
NZ, ETITO
National Certificate - Senior Customer Care Level 4
NZ, ETITO
National Certificate - Call Centre Operations Level 3
NZ, ETITO
Certificate - Customer Service (Administration)
Fiji Institute of Technology
Certificate - Receptionist/ Telephones - (Fiji)
National Training Council
Skills
- Call center management
- Process optimization
- Managing escalated issues
- Client relationship management
- Analytical problem-solving
- Workflow Management
- Team Building and Leadership
- Proficient conflict resolution
- Staffing and recruitment
- Recruitment and onboarding
- Documentation expertise
- CRM
- MS office expert
Accomplishments
- Built and led high-performing teams across multiple organisations, fostering a culture of accountability, collaboration, and continuous improvement while exceeding KPIs year-on-year.
- Designed and implemented a robust Credit & Returns process during Cerebos Gregg’s transition to a new 3PL warehouse, streamlining service recovery and improving turnaround times.
- Built and customised the Zendesk CRM platform at Ecostore, optimising workflows, reducing complaint resolution time by 30%, and significantly improving service efficiency.
- Improved wholesale ordering efficiency by integrating EDI and NetSuite with customer systems, reducing pricing errors by 95% and increasing order processing speed by 99%.
- Implemented the Opmetrix portal for smaller wholesale customers, reducing pricing errors by 95%, increasing order efficiency by 99%, and minimising promotional errors.
- Successfully managed service delivery for high-value accounts, including Amazon, Kerry Logistics (3PL AU), and national supermarket partners, strengthening long-term relationships and enhancing client satisfaction.
- Led Amazon platform automation projects, including SKU updates, promotional pricing, and order processing, resulting in faster fulfilment and fewer errors.
- Played a key role in Cerebos Gregg’s head office relocation from East Tamaki to Newmarket, maintaining service continuity while stepping into the Customer Service Manager role as required.
- Rebuilt and stabilised the Cerebos Gregg’s Customer Service team after a major staff departure, restoring performance, morale, and service quality.
- Delivered multiple cross-functional projects, including WMS Unit of Measure updates, Amazon AU integration, and other system/process improvements.
- Awarded Best Employee of the Year (2009) at Countdown Contact Centre for exceptional service and leadership; nominated for Employee of the Year (2015 & 2016) at Cerebos Gregg’s for outstanding performance and team contributions.
- Maintained consistently high customer satisfaction ratings at Ecostore from 2017 to present through proactive service management and a customer-first approach.
- Supervised and developed teams ranging from 6 to 40 members, driving performance, engagement, and operational excellence.
Key Achievements
Languages
English: Full Professional
Hindi: Full Professional
Interests
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Adventure Travel
- Historical Exploration
Timeline
Customer Service Manager
Ecostore Limited
01.2017 - Current
Customer Relations Team Leader
Cerebos Gregg's Limited
01.2015 - 11.2016
Customer Relations Team Leader
Foodstuffs North Island
05.2012 - 01.2015
Call Centre Team Leader
Countdown NZ
01.2005 - 04.2013
Certificate - Contact Centre Management– Team Leader
NZ, ETITO
National Certificate - Senior Customer Care Level 4
NZ, ETITO
National Certificate - Call Centre Operations Level 3
NZ, ETITO
Certificate - Customer Service (Administration)
Fiji Institute of Technology
Certificate - Receptionist/ Telephones - (Fiji)
National Training Council
Comprehensive Red Cross Training - Redcross Professional Telephone Skills –Kiwi Host Handling Challenging Callers- Kiwi Host
Sigatoka Methodist High School
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