Susan Coelho Antony is a Certified Master Facilitator, Image Consultant, & POSH Certified Trainer. Through her work, Susan has found fulfilment in impacting lives by assisting executives, aspiring managers, and leaders in realising their full potential. With her proficiency in corporate soft skills & image consulting, she has facilitated transformative journeys for individuals, enhancing both their personal and professional spheres.
Certified Master Trainer & Image Consultant , Soft Skills, Prevention of Sexual Harassment, Image Consulting
Susan possesses more than 21 years of extensive leadership experience in successfully guiding teams across diverse domains including Customer Service, Sales, Corporate Training, Corporate Communications, Public Relations, and Corporate Social Responsibility within the Logistics and Shipping sectors, both domestically and internationally. Additionally, she has a proven track record in conducting corporate training programs tailored for various management levels. Susan holds an MBA in Human Resources and Media & Advertising, along with certifications such as Six Sigma Green Belt, Certified Master Trainer from NKD – London & Conselle Institute of Image Management- USA, and credentials from the Scottish Qualifications Authority- UK and the National Accreditation Board for Education and Training- India.
POSH (Prevention of Sexual Harassment) Diversity, Equality & Inclusion , Soft Skills, Prevention of Sexual Harassment, Image Consulting
Diversity & Inclusion, Women Empowerment
The BrainWave Academy
full-time
I am the founder of The BrainWave Academy, dedicated to empowering businesses by boosting productivity & cultivating strong leadership at all levels. Our tailored training solutions cater to corporate needs, spanning from entry-level employees to senior management, ensuring a holistic approach to professional development.
The BrainWave Academy offers a variety of programs including Leadership Development, Campus to Corporate transition, Presentation Skills, Train the Trainer, and many others.
Corporate Training: I partner with corporate entities, delivering impactful & tailor-made training programs designed to cultivate essential competencies and drive meaningful growth within their organizations.
T.S. Lines
full-time
● Setting up an entire audit framework within Samsara group & highlighting the relevance of looking into customer complaints and root cause analysis
● Leading Integrated Customer Experience (ICE) Program
● Created an Induction program for the organization across all departments
Samsara Group
full-time
• Part of the senior management team, developed Corporate Customer Service Department for Samsara Group Pvt Ltd by setting up an all-encompassing approach towards Customer Satisfaction and Employee Growth and Development
• Key Performance Area Monitoring, Training & Development, Coaching
• Define and communicate customer service standards to Pan India Sales & Customer Service
• Oversee achievement and maintenance of agreed customer service levels and standards by implementing
Sovika Aviation
full-time
As part of the Senior Management Team, develop and implement customer service policies and procedures across the organization
• Support and implement growth strategies as decided and agreed by the senior management team
• Implementing and handling all Corporate Communications both internal and CSR for the organisation
• Meeting clients, understanding their requirements and drive deliverables
• Define and communicate customer service standards
• Driving the team to achieve and maintain agreed customer service levels and standards, ensure daily MIS is sent on time with customers
• Handle complex and escalated customer service issues
• Review customer complaints and highlight the voice of customer to the management on a daily, weekly basis and during management reviews
• Identify and implement strategies to improve quality of service and productivity – ensure client retention
• Ensure budget requirements are met
• Evaluate and performance manage staff
• Identify and address staff training and coaching needs
DHL Express India
full-time
• Steering an effective Tracing and Service Recovery System and Customer Loyalty Program
• Implementing strategies to effectively manage & benchmark deferred resolution service levels
• Risk management for legal claims & service recovery
• Serving as a contact point for resolution and response on escalated complaints
• Meeting business requirements with respect to customer service query resolution and service quality at correspondence
• Gathering customer feedback to enhance positive experiences and pre-empt potential service failures
• Spearheading a team of 3 Supervisors, 1 Team Leader, 40 Customer Service Advisors, located all across the country
• Part of Senior Management reporting to Country Manager
* Diversity & Inclusion
* Emotional Intelligence
* Gender Sensitisation
* Unconscious Bias
* Prevention of Sexual Harassment of Women at Workplace
* Train the Train
* Women Leadership
* Team Cohesion/Building/Outbound Activity Based Workshops
* Creative Thinking, Problem Solving, Decision Making
* Customer Centricity/ Client Interfacing Skills
* 10X First Time Manager Programs
* 10X Leadership Development Programs