1. NITASHA PATRAO +971 55 9725921 nitashapatrao@hotmail.com
N I T A S H A P A T R A O
 P.O. Box 6519, Dubai, UAE  +971 55 9725921  nitashapatrao@hotmail.com
TEAM LEADERSHIP  RELATIONSHIP & CUSTOMER SERVICE MANAGEMENT  NEW BUSINESS DEVELOPMENT 
LEAD GENERATION  TURNAROUND SALES  OFFICE MANAGEMENT
OBJECTIVE
An experienced administrator having extensive knowledge of publication business operations, seeking a
position of Office Manager / Customer Service Manager / Team Leader, in a company that aims
at providing a conducive work environment, where professional growth is achieved by merit and
performance and the best industry standards prevail
PERSONAL SUMMARY
 13+ years experience working in a highly demanding work environment requiring attention to detail.
 Resourceful, self-motivated and hardworking with a high degree of commitment to excel.
 Efficient time management skills and willingness to work above and beyond the call of duty.
KEY COMPETENCIES & SKILLS
 Good Command of English Language
 Excellent Planning & Organizational Skills
 People Management Skills – currently managing a team of 15 staff - Customer Services Executives
(11 Nos.) & Account Group Managers (3 Nos.) – proven ability to Inspire, Mentor & Provide Team
Leadership, Direction and Guidance to the team
 Able to comprehend and follow up on important tasks, handle customer complaints and resolve
complex issues in a tactful and sensitive manner
 Negotiate sales / pricing contracts, influence decision making and maintain good working
relationships with advertising agencies and direct clients
 Knowledge of competition analysis, with clear focus on customer satisfaction enhancement
WORK EXPERIENCE
CLIENT SERVICE TEAM LEADER Gulf News, Dubai, UAE November 2007 to Date
Responsible for the day-to-day operations of the Customer Service / Sales team and making sure
motivation and performance levels are maintained.
 Oversee the implementation of organizational policies and procedures related to Daily Publications
– Jobs & Careers (earlier known as Appointments) / Properties – Residential, Commercial &
Freehold and weekly magazine – Property Weekly, Classifieds Direct Marketing & Supplements - In
Dubai / My Guide.
 Training new team members, supervise and motivate team personnel to achieve individual / team
targets and to consistently meet / exceed Revenue targets

2. NITASHA PATRAO +971 55 9725921 nitashapatrao@hotmail.com
 Conduct staff appraisals every 3 months / 6 months / annually - evaluate performance of customer
services agents and outdoor sales agents on regular basis and provide performance reports to senior
management
 Ensure workflow efficiencies, customer service excellence and quality assurance at all times.
 Meet direct clients and advertising agencies to negotiate contracts, discuss their annual media
spends, advertising plans and other requirements
 Monitor the performance of team personnel to ensure a productive work environment
 Conduct daily / weekly team meetings and generate daily / weekly / fortnightly / monthly reports
of pages generated, sales revenue achieved v/s targets, performance points, commission reports etc
and report to same to concerned departments & senior managers
 Monitor products of competitor publications and build strategies to overshadow them
 Manage CRM database to ensure accurate & up-to-date information is available as and when
required by the management team, accounts and other concerned departments
 Coordinate the sign off with Studio, Design, Production and other related departments for the
publishing of the Daily Newspaper, Supplements & Magazines as per schedule
CLIENT SERVICE EXECUTIVE - Gulf News, Abu Dhabi / Dubai, UAE Jan 2003 – Oct 2007
 Ensuring high levels of Customer Service, Client Relationship & Client Retention
 Booking advertisements per orders and Selling Classifieds advertisement space – for regular features,
Magazines, Appointments, Properties & Freehold
 Adhering to quality standards for each advert and deadline schedules for each product
 Handling telephone queries / meeting walk-in clients and converting enquiries to sales
SALES CO-ORDINATOR - Renaissance Goa Resort, Mumbai, India Nov 1999 – Dec 2002
 Handling Hotel reservations / group bookings / conference bookings / telephone inquiries and
assisting walk-in guests
 Co-ordination and follow up with various departments at the resort to ensure high levels of
customer service to all guests
 Handling office administrative duties as well as dealing with advertising agencies for advertising and
PR requirements
 Monitoring and reporting competitor activities, packages and offers available in the market
 Handling correspondence of the Executive Director, Director – Sales & Marketing & Sales
Manager- preparing action plans, reports & MIS
CUSTOMER SERVICE EXECUTIVE - Prestige Holidays Pvt Ltd., India Nov 1998 – Nov 1999
 Handling Hotel reservations & telephone enquiries - ensuring high levels of Customer Service &
Client Relationship
 Maintain guest database and prepare relevant weekly / monthly reports

3. NITASHA PATRAO +971 55 9725921 nitashapatrao@hotmail.com
ADMINISTRATION OFFICER - Datamatics Financial Services Ltd., India May 1997 – Nov 1998
 Handling office administrative duties as well as handling correspondence of the General Manager,
Departmental Heads & Assistant Managers
 Major role involved handling the Master Gain ’92 share transfers, investor queries, complaints and
other related issues
EDUCATIONAL QUALIFICATIONS
 Bachelor of Arts – University of Mumbai (1996)
COMPUTER SKILLS & OTHER TRAINING
 Microsoft Office Applications – Word, Excel, Power Point, Outlook, Internet
 Experienced user of SAP - Trained for in house use only
 Sales & Marketing Course – Trained by Apex, Dubai, UAE (accredited by City & Guilds)
 Customer Service Excellence Course - Trainer Dovetail FZ LLC, UAE
LANGUAGES SPOKEN
 English & Hindi
INTERESTS
 Avid book reader, listening to music, cooking & needlework
PERSONAL INFORMATION
 Date of Birth: 19th September 1975
 Nationality: Indian
 Marital Status: Single
 Visa Status: Work Permit
[Certificates and details of the above could be forwarded upon request]