Saju Mamachan
Auckland,NEW ZEALAND
Summary
Dedicated and results-oriented professional with extensive experience in customer service, sales, and operational support. Committed to ensuring exceptional customer satisfaction through outstanding service, personalized solutions, and adherence to industry best practices. Proven expertise in cultivating and maintaining long-term customer relationships to drive business growth, enhance brand visibility, and improve profitability. Skilled in multitasking and efficient service delivery, with a strong work ethic and commitment to supporting team objectives. Demonstrates hands-on experience in operational roles, managing detailed processes with precision and care to consistently meet and exceed quality standards.
Overview
19
19
years of professional experience
Work History
Laundry Attendant
Bupa Aged Care
07.2021 - Current
- Maintained a clean and organized work environment, ensuring optimal productivity and minimal downtime.
- Set up wash and dry cycles with appropriate settings such as spin speed, temperature, and cleaning agents.
- Supported team members in completing tasks efficiently, fostering a positive and collaborative work atmosphere.
- Assisted with cleaning and maintenance of laundry equipment to keep machines in proper working order.
- Coordinated daily laundry tasks with other team members to maximize efficiency and maintain a smooth workflow.
- Managed inventory levels for laundry supplies such as detergents, softeners, and stain removers to prevent shortages or delays in service.
- Collaborated with housekeeping staff to ensure timely delivery of clean linens to guest rooms.
- Examined dried clothes to identify stains, tears and issues.
Sales and Delivery Driver
Grand Bazaar Ltd
03.2015 - 03.2022
- Build and maintain strong, long-lasting client relationships by providing excellent customer service and support.
- Resolve customer issues promptly including returns, refunds and complaints.
- Continuously seek ways to improve customer experience.
- Achieved consistent sales targets by implementing innovative strategies to drive sales growth.
- Delivered packages to customer doorsteps and business offices.
- Verify delivery orders, cross-checking with invoices to ensure accuracy before departure, and obtain signatures or proof of delivery as required.
- Provide friendly and professional service, addressing any customer questions or concerns regarding deliveries, and escalating issue to the supervisor if needed.
- Stay in regular communication with dispatch or supervisor to receive updates, report status, or inform of any unexpected delays or issues.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Managed customer inquiries and complaints in polite and professional manner.
- Maintained strong relationships with clients through proactive communication and personalized service.
- Supported warehouse operations when needed, contributing to a well-rounded understanding of company logistics processes.
Customer Care Team Lead
Emirates Airlines
04.2006 - 03.2014
- Assisted in hiring decisions by conducting interviews and evaluating potential candidates for the Customer Care Team Lead position.
- Handled escalated customer concerns, resolving situations satisfactorily and restoring clients'' confidence in the company.
- Enhanced customer satisfaction by implementing efficient problem-solving techniques and providing timely solutions.
- Analyzed performance metrics to identify areas for improvement and implemented necessary changes.
- Ensure the team stays updated on Emirates Airlines' excess baggage policies and any regulatory changes. Communicate policy changes promptly to both the team and customers, minimizing misunderstandings and enhancing service consistency.
- Manage escalated cases related to excess baggage, lost baggage and special requests.
- Optimize workflows for managing excess baggage transactions and documentation.
- Track performance metrics such as response time, resolution rate, and customer satisfaction, specifically in excess baggage service. Provide regular reports and insights to identify trends and areas for improvement.
- Collect and analyze customer feedback on excess baggage services to identify common issues and improve customer satisfaction.
- Continuously seek opportunity to improve the customer experience with excess baggage services, whether through better communication, faster processing or personalized assistance.
Education
Bachelor of Business Administration -
Periyar University
Salem, India06-2011
Skills
Effective Communication
Product and Service Knowledge
Problem-Solving
Adaptability
Collaboration
Time Management
Operation of laundry machines
Managing cleaning products
Safety precautions
Knowledge of chemicals and stain removers
Teamplayer
Attention to detail even under
pressure
Timeline
Laundry Attendant
Bupa Aged Care
07.2021 - Current
Sales and Delivery Driver
Grand Bazaar Ltd
03.2015 - 03.2022
Customer Care Team Lead
Emirates Airlines
04.2006 - 03.2014
Bachelor of Business Administration -
Periyar University
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