Teena Devidas Wad
Auckland,New Zealand
Summary
Dynamic, positive, and spiritually grounded professional dedicated to inspiring teams to achieve peak performance. Regular practice of yoga and meditation enhances my ability to maintain calm and foster a collaborative environment. With a Master’s in Applied Management, I bring strong organizational skills and efficient time management Experienced call center leader, excelling as a Customer Service Executive and adept at managing large teams. Seeking a customer service role to leverage strong work ethic, adaptability, and proven ability to deliver exceptional customer experiences.
Overview
10
10
years of professional experience
Work History
Reservation Specialist
Cordis Auckland
Auckland
01.2023 - Current
- Oversee front office operations, ensuring seamless check-in and check-out processes
- Handle in-room dining orders, manage room availability, and process reservations to enhance guest experiences
- Demonstrate strong customer service skills, addressing inquiries and resolving issues to ensure guest satisfaction
- Utilized problem solving skills to address customer issues quickly and efficiently.
- Collaborate with team members to uphold high service standards and contribute to a positive work environment.
Online Teach India Trainer (Spoken English Training Program)
10.2020 - 01.2021
- Provided training to basic and advanced English learners, focusing on job readiness
- Topics covered included retail sales, tourism, hospitality, customer service, financial services, soft skills, communication, body language, mock interviews, and resume preparation.
- Adapted teaching methods according to the needs of individual learners or groups.
- Assisted with developing online learning modules for remote learners.
- Resolved any issues raised by participants during the training session in a timely manner.
- Created multimedia presentations with PowerPoint and video conferencing tools.
Senior Trainer
Karvy Digiconnect (Product & Process)
06.2018 - 12.2018
- Developed and delivered comprehensive soft skill and product/process training programs for Bharti-AXA General Insurance new employees
- Coordinated with clients to conduct regular PKT and BQM training while enhancing the knowledge base for agents and collaborating with support center resources to improve processes and skills.
- Assessed training needs of existing staff, identified gaps in performance, and created targeted solutions.
- Provided guidance and mentorship to junior trainers and instructional designers.
- Facilitated team building activities designed to foster collaboration among staff members.
- Served as a resource for learners regarding course material, policies, procedures.
Trainer
Platinum One Business Solutions Contact BPO
11.2017 - 05.2018
- Developed content and conducted New Hire Training (NHT) and On-the-Job Training (OJT) for OMKAR Group, covering call center terminologies, soft skills, telephone etiquette, sales training, and real estate terminologies.
- Provided constructive feedback and positive reinforcement to keep trainees motivated, and worked closely with clients and the quality team to ensure process improvements.
- Worked collaboratively across departments and with various stakeholders to deliver high-quality training and quality assurance.
Trainer
Wheresjenny Learning Centre India
09.2016 - 10.2017
- Conducted global online training for students in Europe and Africa
- Developed and delivered training sessions in spoken English, business English, telephone etiquette, vocabulary building, grammar, and conversation practice.
- Created customized lesson plans to effectively prepare students of various ages for English language exams.
- Created tailored training materials for students covering diverse topics as needed.
Spoken Telugu Dubbing Artist Trainer
10.2015 - 03.2016
- Developed and delivered training on Telugu vocabulary, voice modulation, pronunciation, and dialogue delivery for dubbing artists.
Customer Service Trainer & Spoken English Trainer
Amantran Restaurant
10.2015 - 01.2016
- Developed and conducted training sessions on English speaking skills, customer service, telephone etiquette, and personality development.
Team Leader
ICICI Prudential Life Insurance Sales Process (I Process)
08.2007 - 04.2008
- Responsible for leading a tele-sales team, including conducting product training, providing regular updates, and performing performance reviews.
- Drove motivation and target achievement by monitoring team performance and collaborating on process improvement initiatives.
- Cultivated a positive work atmosphere that encouraged teamwork and collaboration.
- Implemented customer service strategies and effectively resolved complaints to enhance satisfaction ratings.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
Senior Customer Relation Executive
ICICI OneSource Contact Center
05.2005 - 06.2007
- Managed customer inquiries regarding car insurance and Marks and Spencer credit cards
- Provided guidance and instruction to new team members, evaluated performance through reviews, and led productive team meetings.
Technical Customer Service Representative
Accenture
07.2004 - 05.2005
- Solved a wide range of technical problems related to SBC Yahoo Internet service provider such as internet access, routers, and modems.
Customer Service Executive
Reliance Infocomm Contact Center
09.2002 - 02.2004
- Successfully handled customer inquiries for Reliance India Mobile, effectively resolving concerns regarding handset performance, network connectivity, billing discrepancies and database update requests.
Employability Skills Trainer
Sinhgad College of Engineering (SCOE)
07.2022
- Developed and delivered training on interview techniques, resume preparation, communication skills, email etiquette, soft skills, and goal setting.
Teach India Training (Spoken English Training Programme)
01.2013
- Voluntary training program focused on job readiness for English learners
- Covered topics such as retail sales, tourism, hospitality, customer service, financial services, body language, mock interviews, and resume preparation.
Education
Master’s in Applied Management -
Otago Polytechnic
Auckland, New Zealand01.2024
Master of Commerce -
Mumbai University
Mumbai, IndiaBachelor of Commerce -
Mumbai University
Mumbai, IndiaSkills
- Coaching and Mentoring
- Time Management
- Organization Skills
- Problem Solving
- Collaboration
- Multitasking
- Leadership
Communityservice
Active member of Art of Living, participated in tree plantation drives, beach cleaning, and voluntary service for Pune Art of Living International Center.
Family
Husband & teenaage daughter
Coursework
56 Hours Training Programme conducted by British Council, 01/01/13, 01/31/13
Languages
- English
- Hindi
- Marathi
- Telugu
Hobbies and Interests
- Cosmetology
- Dancing
- Yoga
- Meditation
- Community service
Languages
English
Native/ Bilingual
Hindi
Native/ Bilingual
Timeline
Reservation Specialist
Cordis Auckland
01.2023 - Current
Employability Skills Trainer
Sinhgad College of Engineering (SCOE)
07.2022
Online Teach India Trainer (Spoken English Training Program)
10.2020 - 01.2021
Senior Trainer
Karvy Digiconnect (Product & Process)
06.2018 - 12.2018
Trainer
Platinum One Business Solutions Contact BPO
11.2017 - 05.2018
Trainer
Wheresjenny Learning Centre India
09.2016 - 10.2017
Spoken Telugu Dubbing Artist Trainer
10.2015 - 03.2016
Customer Service Trainer & Spoken English Trainer
Amantran Restaurant
10.2015 - 01.2016
Teach India Training (Spoken English Training Programme)
01.2013
Team Leader
ICICI Prudential Life Insurance Sales Process (I Process)
08.2007 - 04.2008
Senior Customer Relation Executive
ICICI OneSource Contact Center
05.2005 - 06.2007
Technical Customer Service Representative
Accenture
07.2004 - 05.2005
Customer Service Executive
Reliance Infocomm Contact Center
09.2002 - 02.2004
Master’s in Applied Management -
Otago Polytechnic
Master of Commerce -
Mumbai University
Bachelor of Commerce -
Mumbai University
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