Shoba Susan Johni

3/36, Elizabeth Street, Riccarton, Christchurch 8041

Email: [email protected] ;  [email protected]

Ph. (M): +64 – 225023901

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PERSONAL STATEMENT

A level-headed, unflappable individual who is flexible, hard-working, honest and dependable and able to carry out any role related to Sales, Business development, Administration, Operations and Customer Service. I am a multifaceted professional with experience in Banking, Operations, strategic planning, process implementation and improvement, office administration, customer service, risk monitoring, sales and marketing. I have a good track record of increasing customer loyalty and retention, having an in- depth understanding of the tasks, responsibilities, skills involved in customer service.

CORE COMPETENCIES

·        Handling customers and clients in a courteous & diplomatic manner.

·         Capable of influencing the opinions of customers and convincing.

·         Establishing and maintaining good customer relationships.

·         Ability to handle complaints, aggressive customers and difficult situations

·         Visiting important accounts and clients to maintain good relations.

·         Motivating and building up effective customer service teams.

·         Being patient with demanding customers.

KEY SKILLS

Operations:

·        Evaluating budgets periodically and ensuring control of expenses.

·        Monitoring and timely recovery of outstanding receivables.

Sales and Business Development:

·        Organising sales campaigns, leading and mentoring the sales team, visiting customers and getting leads and referrals.

·        Comfortable with direct sales and aware of digital marketing concepts.

  Problem-Solving and Business Awareness:-

·         My experience and studies have enabled me to get a clear picture of the operations of a business, its problems and

possible solutions.

·         Ability to deal with problems calmly and efficiently as a team member.

Product Management, Public Relations, Branding:-

·         Building brand focus in conjunction with operational requirements and ensuring maximum brand visibility and

capturing optimum customers.

·         Handling product development and new product launches to widen the product portfolio and generate exceptional sales

volumes.

Self-Management Skills:-

·         Committed to learn new processes quickly and relate technical concepts promptly.

·         Like to be punctual and honest.

Highly Professional : –

·         Demonstrates commercial nous;

·         Understands customers’ needs and efficient in providing a consultative approach.

·         Consistently pursues opportunities for continuous learning and exhibits a positive and can-do attitude.

ACADEMIA

2017-2018   –  University of Canterbury      –  PG Diploma in Business ( NZQA  Level 8 )

2011            –  Indian Institute of Banking –  JAIIB ( Junior Associate of Indian Institute of Banking )

1999            –  University of Madras             –  Bachelor of Corporate Secretary-ship
EMPLOYMENT HISTORY

IDBI Bank Ltd                         Jan 2011 – Sept 2017                     Service & Operations Manager

Process /Operations Management

Leading the Sales team

Credit Appraisals and Loan disbursement

Customer service management

Maintaining NIL defects and delays

ICICI Bank Ltd.                       May 2004 – Dec 2010            Assistant Manager – Customer Service

Sales and Marketing
Cash Management
Customer service
Time and Team Management
Handling Customer queries and complaints
Multi-tasking and timely execution
Shriram Investments Ltd.                   Aug 1999 – April 2004              Finance and Accounts Executive

·      Accounts book-keeping

·      Preparing Financial statement

·      Administration

·      Customer Service

·      Data Collection and Analysis

·      MIS report generation for the management

ACCOMPLISHMENTS

·   I have excelled in my academics at school and got University Rank for my graduation.

·   I have achieved 200% of the budgeted revenue for the Branch in less than 1 year through sales of  foreign exchange.

·   I was able to achieve “Zero Defects and Zero Delays” in the Branch Operations.

·   Maintained good Audit rating for Operational Process.

REFERENCES

Will be submitted on request.