NATASHA BASDEO
CORAL SPRINGS,FL
Summary
Results-oriented Operations Management professional with over 25 years of experience in leadership, change management, and problem resolution. Achieved revenue growth by developing strategic partnerships and managing complex projects aligned with organizational goals. Focused on enhancing client experiences through innovative solutions, budgeting, trend analysis, and process improvement.
Overview
25
25
years of professional experience
Work History
Sr. Client Service Manager
Postal Center International
06.2022 - Current
- Delivered exceptional service to high-profile clients, ensuring their unique needs were met.
- Ensure the timely and successful delivery of our solutions according to the client needs and objectives.
- Develop strong relationships with customers, connect with key business executives and stakeholders.
- Identified new business opportunities and implemented cost-saving measures for clients, enhancing overall service delivery.
- Engaged in contract negotiations and secured agreements to optimize profit margins.
- Collaborate with Chief Revenue Officer to identify and grow opportunities within account and referrals.
- Managed team of associates, fostering development and enhancing performance.
- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
- Forecast and track key account metrics (e.g., quarterly sales results and annual forecasts).
Client Service Manager
Nordis Technologies
01.2019 - 06.2021
- Customized and implemented communications software for multiple clients, providing ongoing support to achieve their goals.
- Responsible for managing client expectations, internal and external deliverables and program timelines.
- Delivered customized letter shop services for clients by managing data processing, direct mail, email marketing, high-speed laser printing, and full-color digital printing.
- Monitored and managed the establishment of key performance indicators for project oversight.
- Monitored the program from implementation through delivery, interfacing with business solutions and production control teams.
- Manage and coordinate all activities and communication internally and externally.
- Plan project activities that may require interdepartmental meetings and communication ensuring completion of the program/project.
- Monitor and review data files for content issues prior to mailing.
- Prepared and delivered quarterly business reviews, utilizing internal systems to generate comprehensive reports on client data.
- Oversaw client expectations while coordinating internal and external deliverables and maintaining program timelines.
- Identified opportunities to expand client relationships through a consultative approach, implementing additional services and communication programs for revenue generation.
- Think critically with emphasis on strategy in order to meet and exceed the client and program expectations.
- Act as primary client contact and a Subject Matter Expert (SME) in professionally handling all client requests.
- Facilitated program training for team members.
Program Manager
Kaam Services
03.2018 - 01.2019
- Ensured ongoing process/system capability for projects and managed changes to meet or exceed expectations in project deliverables.
- Ensures the ongoing process/system capability associated with projects and manages any changes required to meet or exceed the expectations established in project deliverables.
- Provided feedback and identified opportunities to enhance program initiatives.
- Provided specialized knowledge in design and implementation strategies to enhance project outcomes. Built and maintained the Client's partnership and revenue generated opportunities.
Program Manager
Conduent
11.2016 - 03.2018
- Program Manager is responsible for the design, implementation and management of client programs per client specifications and requirements to ensure client goals are met.
- Coordinated internal and external activities and communications to facilitate program success.
- Responsible for managing client expectations, internal and external deliverables and program timelines.
- Oversaw the program/project from implementation to delivery, collaborating with internal and external personnel.
- Organized interdepartmental meetings and project activities to ensure timely completion within budget constraints.
- Organize and participate in project activities that may require interdepartmental meetings and communication ensuring completion of the program/project on schedule and within budget constraints.
- Accountable to ensure that operations staff effectively manages goals for assigned programs per program specifications.
- Implement strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results.
- Establish and assure adherence to budget, schedules, work plans, and performance requirements.
- Provide an analysis to senior management or executive levels on matters concerning several functional areas, divisions, and clients' additional business initiatives.
- Monitor and effectively managed to establish KPIs.
- Provide process management strategies to meet client and program expectations.
- Monitor and effectively managed to establish KPIs.
- Oversaw client expectations, internal and external deliverables, and program timelines.
- Oversaw the management and coordination of tasks assigned to sales, operations, systems, training, etc., according to program timelines.
- Oversaw client invoicing and the budgeting process.
- Led the design and execution of all program components, such as campaign design and client output.
- Oversaw the effective management of goals for assigned programs by operations staff as per specifications.
- Independently manage multiple programs.
- Act as primary client contact and professionally handle all client requests.
- Conducted program training sessions to provide team members with necessary skills and knowledge.
- Oversaw the creation and maintenance of project documentation.
- Ensures the ongoing process/system capability associated with projects and manages any changes required to meet or exceed the expectations established in project deliverables.
- Follow established company policies to ensure compliance and maintain organizational standards. and guidelines.
Project Manager
Global Response Corporation
02.2013 - 08.2016
- Reporting to the Vice President of Operations, responsibilities include the management of employees, client relations, business trends, employee training and complaint resolution.
- Developed and executed customer care solutions for mid to large scale clients in diverse sectors, including retail-consumer products, airline, and banking.
- Balanced client and company goals to align expectations and enhance satisfaction.
- Negotiated solutions with clients to resolve deficiencies and ensure stakeholder satisfaction.
- Maintains constant communication of business needs and concern to stakeholders.
- Provide tools to employees to make resolution efficient while driving performance through targeted programs and policy changes resulting in 50% improvement in overall service.
- Tracks internal/ external quality scores and identifies trends with an action plan.
- Provided employees with tools for efficient resolution and implemented targeted programs and policy changes, contributing to 50% improvement in overall service.
- Monitor and effectively managed to establish KPIs.
- Established location in Margate, FL
Corporate Manager Consumer Services and Reverse Logistics
APPLICA Incorporated
12.2004 - 12.2012
- Reporting to the Senior Director of Corporate Consumer Services, responsibilities include the management of outsourced vendors, development of corporate policies and procedures, training of vendors and complaint resolution.
- Led Consumer Services Department, overseeing six outsourced operations across North America appliance operations to enhance service delivery.
- Managed contracts related to outsourced vendors and made recommendations to senior leadership.
- Managed contracts with outsourced vendors, providing strategic recommendations to senior leadership for improved vendor performance.
- Monitored complaints related to safety issues from the Electrical Safety Authority (ESA) and the Consumer Product Safety Commission (CPSC). to the Electrical Safety Authority (ESA), Consumer Product Safety Commission (CPSC) regarding complaints and recalls.
- Investigated, responded and executed the recall safety process related to ESA and CPSC.
- Investigated and collaborated with Legal Department and insurance carriers on hazardous claims exceeding $5,000 to ensure compliance and mitigate risk.
- Ensured proper tracking of key performance indicators to facilitate service improvements.
Manager Consumer Services and Reverse Logistics
APPLICA Incorporated
04.2001 - 12.2004
- Managed outsourced vendors, developed 80 corporate policies and procedures, and established consumer services network to enhance operational efficiency.
- Restructured delivery returns with cost avoidance of over 49 million dollars per year.
- Managed and coordinated quality activities for IPTs (Integrated Product Teams).
- Addressed consumer complaints with government agencies to maintain regulatory compliance and uphold company reputation.
- Directed daily activities of the Consumer Service team to ensure seamless service delivery.
- Oversaw daily activities of 30 employees, fostering a productive work environment.
- Conducted employee training, assessed evaluations, and organized workflow.
- Develop department plans and budget.
- Miami FL
Education
Bachelor of Science - Business Management
Sacred Heart University
Fairfield, CTSkills
- Client Relations
- Account Development
- Stakeholder Engagement
- Forecasting
- Project Management
- Process Management
- Process Improvement
- Service Optimization
- Team Leadership
Notable Accomplishments
- Cost avoidance of over 49 million dollars per year
- 30% overall Quality Improvement for 15 product lines
- 15% reduction in consumer contacts for 15 product lines
- 50% reduction in ASA (Average Speed of Answer) and E-mail Turn Time
- 60% Increase in employee utilization
Timeline
Sr. Client Service Manager
Postal Center International
06.2022 - Current
Client Service Manager
Nordis Technologies
01.2019 - 06.2021
Program Manager
Kaam Services
03.2018 - 01.2019
Program Manager
Conduent
11.2016 - 03.2018
Project Manager
Global Response Corporation
02.2013 - 08.2016
Corporate Manager Consumer Services and Reverse Logistics
APPLICA Incorporated
12.2004 - 12.2012
Manager Consumer Services and Reverse Logistics
APPLICA Incorporated
04.2001 - 12.2004
Bachelor of Science - Business Management
Sacred Heart University