Salima Damania
Auckland
Summary
Dynamic and results-driven professional with over 18 years of diverse experience spanning customer service, operations management, procurement, and vendor relationship management. Proven expertise in leading teams, optimizing processes, and delivering exceptional customer experiences across fast-paced and complex environments. Adept at resolving challenges through innovative solutions, fostering collaborative relationships, and ensuring alignment with organizational goals. Known for exceptional communication, leadership, and problem-solving skills, with a strong commitment to safety, quality, and operational excellence. Multilingual and highly adaptable, ready to contribute to strategic success in customer-focused and leadership roles.
Overview
19
19
years of professional experience
Work History
Customer Service Ambassador
Auckland One Rail
11.2023 - Current
- Delivered exceptional customer service by managing gate-line operations, assisting with accessibility needs, and ensuring smooth customer flow during normal operations, planned disruptions.
- Provided timely and accurate customer information, including public announcements, timetable updates, and disruption communications, in coordination with leadership teams and control centres.
- Supported station and network operations through daily inspections, hazard reporting, and addressing safety issues, ensuring a safe environment for passengers and staff.
- Demonstrated problem-solving capabilities by troubleshooting gate-line faults, assisting with manual operations during emergencies.
- Maintained high operational standards by conducting regular checks on station facilities, reporting system faults.
- Built strong customer relationships by addressing queries with professionalism, empathy, and a focus on creating positive travel experiences for all passengers, including those with special needs.
- Promoted safety and compliance by adhering to health, safety, and environmental policies, contributing to a strong safety culture, and delivering first aid assistance as required.
- Exhibited flexibility and adaptability, working effectively across multiple locations and thriving in high-pressure situations.
- Assisted passengers with lost property, guiding them through the process to recover their items and ensured proper handling and handover of unclaimed items in line with management policies.
Operations and Procurement Manager
DNL DESIGN - DUBAI, UAE
01.2022 - 11.2022
- Maintained constant communication within and outside the organization to ensure proper operations of the company, helped staff increase their potential by conducting Quarterly & Annual Performance Reviews
- Implemented right processes and practices across the organization
- Managed and oversaw daily operations of supply chain team, supplier evaluation, registration and onboarding
- Crafted and managed contract negotiation and closed deals with optimal terms
- Slashed warehouse use from80% to20% in6 months through massive inventory reduction program
- Cut spoilage by50%
- Developed and oversaw marketing functions to identify key marketing strategies to obtain maximum sales volume and profitability
- Consulted with existing clients about business challenges and requirements, as well as the range of options and cost benefit of each
Purchase Executive
BRAND OPTIONS ADVERTISING - DUBAI, UAE
10.2019 - 11.2021
- Managed supplier's base to achieve competitive cost and maximize cost savings, while ensuring timely delivery of the best quality and service locally and globally
- Designed an MS Excel Tracker and a BOQ numbering system to streamline tracking and follow up on order deliveries
- Resolved issues, verified, and authorized payment of project invoices
- Attended trade shows and exhibitions to stay up to date with industry trends
- Reviewed bid proposals and negotiated contracts within budgetary limitations and scope of authority
- Forecasted price and market trends to identify changes of balance in buyer – supplier power
- Collaborated with key person to seek clarity on specifications and expectation of the Clients
- Ensured professional and consistent approach is maintained with all the suppliers
Purchase Assistant
INTERIORS INTERNATIONAL - DUBAI, UAE
11.2016 - 09.2019
- Reviewed inventory and released purchase orders using ERP system
- Tracked orders, ensured timely deliveries and checked quality of purchased products
- Maintained internal database of purchased goods quantities, pricing, source and other important information
- Rolled out enquiries and prepared quote comparison for the goods and services to be purchased
- Maintained supplier database, researched prospective suppliers
- Coordinated with warehouse team to ensure proper storage
- Handled supplier’s grievances and maintained health work relation with the vendors
Specialist
WILLIS TOWERS WATSON - MUMBAI, INDIA
04.2015 - 10.2016
- Monitored processes to identify and eliminate non value adding steps leading to improvising efficiency and cost
- Conducted trainings for new employees, refresher’s and provided floor assistance
- Managed and oversaw daily operations of supply chain team, supplier evaluation, registration and onboarding
- Maintained team daily attendance, leaves, hand overs and ensured team participation and a health work environment
- Managed and lead weekly/monthly review calls with Line of Business and published minutes of the meeting
- Performed quality check on the work done by the team, handled escalations and published quality reports internally and to the Line of Business
Quality Auditor (Bankruptcy & Foreclosure Dept.)
BA CONTINUUM INDIA PVT. LTD - MUMBAI, INDIA
10.2009 - 02.2015
- Audited Fannie Mae Claim filled by the associates, daily quality reports with sigma scores
- Conducted process training, provided floor assistance, feedback and coaching to the associates being subject matter expert to ensure the target quality is met and exceeded
- Conducted daily hurdles and briefings to convey process updates to the team
- Lead calibration calls with Operations and Line of Business
- Participated in weekly dashboard call with the manager’s and Line of Business
Customer Service Associate (Asset Servicing)
SPARSH BPO SERVICES LTD - MUMBAI, INDIA
06.2008 - 10.2009
- Managed large amount of inbound calls in a timely manner by following the scripts
- Documented the conversation in our database in a comprehensive way
- Identified callers needs and responded accordingly, researched every issue and provided resolutions
- Seized opportunities to upsell products
- Exceeded personal /team quality and sales targets
Retail Sales Associate
DIVINE SERVICES - DAMAN, INDIA
05.2006 - 05.2008
- Ensured best quality service to the clients for achieving high customer satisfaction index and enhancing brand credibility
- Responsible for stock inventory including order taking and cash register
- Expedite the resolution of the customer problems and complaints to maximize satisfaction
- Managed sales of handsets, billing/pre paid connections, processed bills payments
- Exceeded store sales targets month on month basis
Education
Masters of Business Administration - Operations & Logistics
Auckland Institute of Studies
New Zealand07-2023
Bachelors of Arts - Economics
Veer Narmad South Gujarat University
India05-2008
Skills
- Decision Making
- Teamwork
- Communication and Leadership
- Conflict Resolution
- Time Management
- Risk Management
- Vendor Management
- Customer Experience Management
- Contract Negotiation and Budgeting
- Process Improvement and Optimization
- Reporting & Researching
- Microsoft Office
- ERP and Process Automation
Languages
English
Hindi
Gujarati
Marathi
Timeline
Customer Service Ambassador
Auckland One Rail
11.2023 - Current
Operations and Procurement Manager
DNL DESIGN - DUBAI, UAE
01.2022 - 11.2022
Purchase Executive
BRAND OPTIONS ADVERTISING - DUBAI, UAE
10.2019 - 11.2021
Purchase Assistant
INTERIORS INTERNATIONAL - DUBAI, UAE
11.2016 - 09.2019
Specialist
WILLIS TOWERS WATSON - MUMBAI, INDIA
04.2015 - 10.2016
Quality Auditor (Bankruptcy & Foreclosure Dept.)
BA CONTINUUM INDIA PVT. LTD - MUMBAI, INDIA
10.2009 - 02.2015
Customer Service Associate (Asset Servicing)
SPARSH BPO SERVICES LTD - MUMBAI, INDIA
06.2008 - 10.2009
Retail Sales Associate
DIVINE SERVICES - DAMAN, INDIA
05.2006 - 05.2008
Masters of Business Administration - Operations & Logistics
Auckland Institute of Studies
Bachelors of Arts - Economics
Veer Narmad South Gujarat University
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