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Rana Gosani

Customer Service Operations Professional

Summary

Highly efficient Team Manager with experience in a wide range of administrative functions, staff management, and operational overview to ensure exemplary customer service.

Direct wide range of office procedures including administration, customer service, scheduling, event planning, and special projects.

Exceptional interpersonal and leadership skills, with the ability to build positive and productive office environment.

Leverage outstanding organizational and analytical skills to evaluate and revise administrative processes and improve accuracy and efficiency.

Outstanding communication skills to build rapport with clients and employees at lateral and executive levels.

Work experience

Feb 2016Present

Group Manager ( Head of Fraud Department Airbnb)

Voxpro

Coach and develop direct reports to ensure they deliver against the goals and objectives required to deliver superior customer service to our end customer with their teams in line with the strategic direction of the company. Understand the client requirements to ensure long-term relationships are fostered and maintained. Set monitor and manage improvement of KPIs. Provide key reporting to the client on a monthly basis on overall performance, new initiatives, quality, training and root cause analysis of performance.
Provide leadership for projects and change management to deliver smooth implementations and on-going delivery of services for customers

Key Achievements:

  • Set SLA targets for both production and quality to ensure the customer’s requirements are exceeded on a month to month basis 
  • Increased the headcount in the department from 40 to 120 agents
  • Won additional projects and revenue from the Projects
  • Increased productivity by implementing new process and imbedding the right behaviors
  • Led Journey Mapping the customer experience to understand the workflows and suggest changes
  • Prepared Business Reviews on a monthly basis for the client (Airbnb)
Mar 2015Feb 2016

Team Manager (Airbnb)

Voxpro

Manage 20 team members in the daily administration of office activities, preparing correspondence / documentation and managing client records. Interface with employees across multiple departments, ensuring efficient completion of special projects. Deliver effective, hands-on training to new employees and motivate existing staff to achieve top-notch performance. Address client inquiries, implementing the change in the team and delivering high results

Key Achievements:

  • Implemented efficient records management system that saved up to 10 hours per week
  • Formally commended by senior management for exceptional flexibility and resourcefulness in rapidly changing situations
  • Team performing with the highest productivity in the department for quarters 3 and 4 of 2015
  • Implemented a tracking process to ensure higher productivity and efficiency 
Feb 2014Feb 2015

Technical Support Representative and Small Business Sales Agent Google Apps for Work

Voxpro

Supported business customers in both Russian and English, gathering  information, pitching the product and sign up the customers for an annual plan. Working knowledge of CRM. Knowledge of the reporting in CRM.  Point of Contact (POC) for the new agents during their training period. Helped to solve issues and encouraged the newly hired agents to take cases and be more confident on the calls. Gave a soft skills training to the new hires

Key Achievements:

  • Left training period with highest rate of cases taken and closed, 235 cases  closed, 100% CSAT Ability to work towards deadlines
  • Created Soft Skill training and delivered the session to agents that struggled with CSAT
  • Created the tradition of gathering of good behaviours to avoid DSAT and improve the experience for the user
May 2012Jul 2013

Head of Department

American Life English School

Managed a school of more than 50 teachers, both full-time and part-time. Ensured the curriculum was up to date and implemented changes into it. Performed some HR duties interviewing and testing the candidates for the language knowledge. Ensured that clients needs are met and dealt with as soon as possible. Worked on creation of new courses and new classes, starting from checking for demand, putting curriculum and assigning the best teacher (English for tourism course, English for Business, English for minors, etc)

Key Achievements:

  • Implemented a new method of teaching language  instead of the traditional way with holding workshops and hiring new teachers
  •  We have created a highly demanded courses and increased the revenue
Apr 2010Sep 2011

Night Auditor

Lotte Hotel Moscow

Carried out all check-in and check-out duties followed  all specified procedures to reconcile cashier's reports with the  restaurant system each night, researching and posting any unresolved  tickets from the day shifts. Followed all specified procedures to audit the shift closing of all front  office staff, including personally closing shift and completing an audit  summary for each shift. Performed manager's on duty responsibilities, supervised the work of all departments in the  hotel at night hours and attend to manager meetings held every morning 

Key Achievements:

  • Managed high volume check-in and came up with creative solutions
  • Developed a way of communication between the departments in the late hours and night shifts in the hotel to ensure transparency between department
  • Coached new trainees to ensure the highest standard of service

Education

20092011

BACHELORS Degree

Moscow State Linguistic University

Translation and interpretation Russian Spanish and English

20052009

BACHELORS Degree

Damascus University

English philology

Skills

Languages

Russian (Native), English (Highly proficient), Spanish (proficient)