Kapoor - Customer Service Manager - Mumbai, MH, India

Mamta Kapoor

Mumbai, MH, India


Customer Service Manager

  • Full time
  • Part time
  • One time
  • Contract
  • Temp


Soft spoken, good client management, handling key client account, digital marketing, Team leadership, handling internal and external customer complaints in professional way, Managerial skills, organising and managing auditor training program, trainer recruitment & trainer development program, marketing skill (better visibility of company through marketing campaign, seminars, participation in exhibition, digital marketing etc.)

Work History

Commercial Training Manager

with a responsibility of Managing Commercial Training Services (CTS) business in its entirety for LRQA - South West Asia, to ensure Financial and non-financial budget target for CTS are met. Job responsibilities are detailed below.

• Managing Commercial Training Services (CTS) business in its entirety for LRQA - South West Asia, to ensure Financial and non-financial budget target for CTS are met
• Ensure effective management of every aspect of Client training by Managing and controlling the CTS processes (assigning and delegating task to training assistants) for e.g. course planning, calendar management, enquiry handling (capturing each leads/interest/enquiry), course arrangements, course delivery, invoicing, certificate issue, IRCA return & GTD submission)
• Managing staff training and development in CTS to meet business requirements such as mentoring and coaching, existing and new commercial training staff in India (conduct of PPP reviews, give timely feedback), handle multiple trainers (cross train).
• Ensure tutor utilization is managed to ensure budget requirements whilst ensuring tutor welfare (tutor field review / peer review monitoring)
• Devise and implement measures to continually improve quality of training delivery
• Maximize levels of customer service; demonstrate client management by enhancing client relationship, to generate more business through cross selling and client visit, association with other bodies to sell more courses.
• Ensure internal and external customer complaints and issues are resolved to the customer's satisfaction and customer's needs and expectations are met.
• Participate in and contribute to the formulation of local strategies and business plans.

• Excellent time management while interacting with other business centers.
• Manage/update LRQA local website contents (Tridion platform) in co-ordination with LRQA Asia web editor to generate more enquiries / enhance LRQA visibility
• Actively monitor HSE...

Commercial Training Manager


June 2000 - September 2013

Mumbai (ISO Certification body - MNC, Head Office: UK)
June, 2000 till September 2013
Commercial Training Manager

Career Summary:
Joined 'Lloyd's Register of Shipping' as Secretarial Assistant in June 2000. Got transfer to LRQA Training services in June 2003 Primary responsibility was to co-ordinate, and support LRQA training division in India and Sri Lanka.

Qualifications & Certifications

Bachelor of Commerce

Gurunanak College of Arts, Science & commerce


University of Bombay

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