Monisha Chauhan

I am a senior customer service/sales executive with over 10 years of customer service experience providing an efficient and personalised approach to meet the requirements of clients. A combination of my theoretical background and hardworking attitude has allowed me to deliver consistently high results under pressure in fast working environments. In my current role , I have used a pro-active approach in delivering various solutions for my clients.

I can work well independently whilst managing a team to achieve objectives and goals. I would now like to utilise these skills, as well as the experience gained and undertake a new challenge in a new career.

ay 2021 – Present | Senior Customer Service Executive | Clearabee • Ability to handle incoming and outgoing calls with various clients; both commercial and ADHOC. Mainly dealing with commercial clientele; Veolia, Cheaper Waste, Biffa, Suez Environmental, Viridor, Reconomy • Adequate understanding of customer relationship management (CRM) and software which are utilized daily- Zendesk, Big Change, Clearabee Portal, Slack, Verisae • Understand Clearabee service & pricing structure and having the ability and trust to provide executive pricing for waste collections independently.

• Handling customer queries and testing invoice inquires/disputes.
• Exposure to real-time complaints, problem-solving and fast thinking for resolutions.
• Generating sales, whilst keeping the customer interest at heart & determining the most suitable package for their needs. August 2016 – May 2021 | Senior Sales Executive / Team Leader | Bouden Coach Travel Ltd • Experience of B2B and B2C sales – Responsible for successfully building client relationships, inbound and outbound calling, cold calling and generating new business.
• Implementing aftersales procedures to ensure our services are constantly improving • Handling payments and having the authority to provide refunds • Ensuring an audit trail of all client requests providing a platform for future business • Understanding our pricing model and behavioral patterns to identify trends in busy periods • Finding subcontracting opportunities with trusted suppliers, negotiating rates to protect revenue and profitability. ` • Using SageOne, an accounting and invoice management platform to invoice clients, suppliers and record purchases on a daily basis for customers and operators.
• Advanced experience of eCoach Manager, a vehicle management system designed specifically for coaches.
• Represent my company through video graphic marketing material to drive business.
• Promote business in non-office hours through word of mouth, LinkedIn, Facebook, Instagram • Upselling – Extra's on board; such as bespoke breakfast packages, WI-FI, newspapers, water bottles, ect • Liase consistently with operations to ensure drivers have the correct information ensuring a smooth delivery.
• Ensuring complex bookings adhere to operational rules and regulations • Attending client's events and exhibitions to keep up to date with the latest products and innovations • Training staff and providing support to apprentices, sales and admin assistants.
• HR related issues – Having the responsibility and trust to be present during private and confidential meetings May 2015 – August 2016 | Customer Service Advisor | National Express • Representing National Express and Eurolines, utilising geographical knowledge to assist inbound, outbound and domestic travel • Acting as a brand ambassador for the business by providing detailed travel and ticket information to customers via telephone and email, efficiently and accurately • Liaising with colleague’s throughout the business regarding service updates and disruption to ensure up to date knowledge • Fairly up-selling national express products and services to customers in accordance to guidelines and rules • Proactively working towards tight deadlines with vulnerable passengers, liaising with relevant departments to arrange alternative modes of transport • Achieving monthly targets by performance measures including quality of a call, first call resolution, revenue made, conversation rate per call, and productivity • Accountable for offering amendments on tickets and refunds used at discretion.
• Proficient use of multiple in house systems concurrently whilst engaging with the customer • Taking payments over the phone, having the awareness of data security and relevant legislation • Logging, processing and progress chasing enquires for lost property and managing complaints March 2014 – March 2015 | Passenger Service Agent | Menzies Aviation • Using and training new employees on the Ink DCS system to provide a swift check-in process for Monarch Airlines, Flybe and BMI regional • Providing a warm welcoming experience whilst understanding different customer types and meeting their needs i.e. individuals, groups, families, and people with special needs • Inspecting all travel documentation, advanced passenger information, passports, visas, and boarding cards accurately and in accordance with regulations

Education 2020 – One Education (CPD Qualification) Distinction in Sales Executive Course & Tour Operator Course 2010 – 2013 Coventry University Tourism Management BA (Honours) Achieved Grade: Lower Second Class 2008 – 2010 The Sixth Form College, Solihull Subjects Included: Travel & Tourism, English Language, Functional Maths.