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Sarika Devi Jutton-Sooklall
La Marie
Work Preference
Summary
Customer Relationship Manager with expertise in operational governance and team leadership. Achieved enhanced service quality through effective client expectation management and complaint resolution, fostering organizational success. Focused on customer advocacy and team mentorship to drive productivity and satisfaction.
Overview
28
28
years of professional experience
Work History
Customer Advocacy Manager
SD Worx(Mauritius) Ltd
04.2024 - Current
- My role is to own the day-to-day customer relationships with SD Worx MidMarket Saas customers.
- Referenceability - ensure customers with the allocated portfolio are referenceable and address issues to enable this where required.
- NPS - own the NPS process for the allocated portfolio of customers, ensuring high response rates and being accountable for the resolution of issues that result in a sub-optimal score.
- Churn - control customer churn levels by mitigating terminations and ensuring underlying issues are resolved to reduce the threat of a churn event.
- Complaint Handling - be responsible for coordinating the resolution of customer complaints in a timely manner. Ensure complaints are logged, tracked and closed to the satisfaction of all parties by following the SD Worx complaint handling process.
- Managing customer expectations and aligning planning & priorities with the customer and SD Worx teams.
- Ensure the delivery of SD Worx Contractual Commitments and align expectations with the customer.
- KPI/SLA adherence - monitor and report against all contractual KPI's to ensure they are being met or exceeded and work with SD Worx teams to ensure any obstacles are mitigated, escalating where appropriate.
Service Delivery Manager
SD Worx(Mauritius) Ltd
08.2022 - 03.2024
- Achieved turnover and market targets through strategic client engagement.
- Led the Overall Operational Governance of key customer accounts within the People Solutions Organisation, emphasizing excellent stakeholder management and communication skills.
- Managed contracts and monitored service delivery and invoicing.
- Implemented the governance model through monthly and quarterly reviews.
- Monitoring and coordinating efficient service in accordance with the agreements made and the SLAs.
- Advising clients and communicating with impact, both verbally and in writing.
- Promoted products and services aligned with client needs at executive level.
- Maintained strong relationships with partners, subcontractors, and SD Worx countries.
- Participated in pre-sales activities to support client acquisition efforts.
Lead Payroll Executive
SD Worx(Mauritius) Ltd
04.2022 - 07.2022
- Assign MYSP cases to the respective payroll executive and have a proactive approach for customers who need urgent attention.
- Ensure team's workload and deliveries are managed daily.
- Update Escalations/Hypercare Customers list and encourage team members to complete their service review call and KPIs.
- Assisted Team Leader in generating reports on overtime and attendance.
- Reviewed customer calls and provided targeted training on effective communication strategies.
- Enhanced team member responsiveness by fostering improved communication techniques with customers.
- Build each team members confidence and abilities to provide better service.
- Actively look for improvements that could drive process efficiencies and profitability.
Director and owner
Happy Foods Ltd
01.2015 - 03.2022
- We have distributed our products to more than a hundred cold storages and supermarkets in Mauritius and also exported to Australia.
- Over the years, I have gained experience and maturity in people management, customer management and business management.
- I started with only 1 product and ended with more than 20 products.
- Being a business-oriented person, I always look for new opportunities and ways to improve the company assets.
- Happy Foods Ltd, was created to provide a variety of delicious, healthy, great tasting and mind-blowing snacks. Happy Foods Ltd manufactures and distributes snacks that are superior in quality and value to consumers.
Customer Service Representative/Credit Control Operator/Nightshift Supervisor/Admin Officer
Appletree Communications Ltd.
Vacoas
01.2004 - 12.2014
- Delivered customer service to international clients, addressing inquiries and ensuring satisfaction.
- Resolved payment issues for customers, contributing to reduction of outstanding debts.
- Processing payment through credit and debit cards, direct debit payments.
- Send invoices, statements, credit notes to customers.
- Worked in the 'Credit Control' department.
- Managed daily report distribution to customers, enhancing communication and transparency.
- Conducted training sessions for new recruits on company policies and procedures.
- Active participation in organizing work related activities.
- Reporting to the Accounting Manager.
Telemarketing Agent
Active Chemicals Ltd., Bowman's Int. Ltd.
Pointe Aux Sables
01.2002 - 12.2004
- Direct sales of chemical products in the UK market.
- Implemented training course for new recruits.
- Weekly reports on number of sales made.
Administrative / Guess Relation Officer/Accounts Clerk/Secretary
New Shandrani Hotel
01.1999 - 12.2000
- Managed daily accounts and processed payroll for health centre staff.
- Managed reservations for activities at health centre, ensuring optimal scheduling and customer satisfaction.
- Created comprehensive medical records for every customer, supporting effective patient care.
- Provided detailed explanations of various massage techniques and their healing properties, enhancing client understanding and service selection.
- Developed and executed promotional advertisements for health centre, increasing community awareness and engagement.
Education
THE ASSOCIATION OF BUSINESS EXECUTIVES (ABE) - Business Management
ABE
UK01-2010
CAMBRIDGE HIGHER SCHOOL CERTIFICATE (HSC) -
Dunputh Lallah State Secondary School
01-1999
CAMBRIDGE SCHOOL CERTIFICATE (SC) -
Dunputh Lallah State Secondary School
01-1996
BSC (Hons) Digital Marketing - Digital Marketing
Open University
Curepipe06-2026
Others
Skills
- Customer relationship management
- Customer engagement tactics
- Client support
- Complaint resolution
- Coaching and mentoring
- Employee onboarding
- Team collaboration
- Team leadership
- Management and leadership
- Strategic brainstorming
- Product innovation
- Forecasting revenue streams
- Budget Management
- Analytical thinker
- Time management
- Customer engagement tactics
Languages
- English Hindi
- French Creole
Other Qualifications
- The John Maxwell Team - Leadership Development Program
- Word Processing Elementary - First Class
- Entrepreneurship Development Training
- Advance course in curtains and drapery designing.
- La Fournée des Moulins - Formation in Viennoiserie
- Food Processing
- Basic Basketry
- Healthy Lifestyle
- Floral Arrangement
- Certificate in Make-up and Hairdressing
Languages
English
Proficient (C2)
C2
French
Proficient (C2)
C2
Hindi
Elementary (A2)
A2
Affiliations
- Plateau Toasmasters Club - Vice President of Membership (2023-till date)
Accomplishments
- 2nd runner up in Table Topics 2026
- Sparc Joyners - Winner of Micro Innovation Project - 2024
Timeline
Customer Advocacy Manager
SD Worx(Mauritius) Ltd
04.2024 - Current
Service Delivery Manager
SD Worx(Mauritius) Ltd
08.2022 - 03.2024
Lead Payroll Executive
SD Worx(Mauritius) Ltd
04.2022 - 07.2022
Director and owner
Happy Foods Ltd
01.2015 - 03.2022
Customer Service Representative/Credit Control Operator/Nightshift Supervisor/Admin Officer
Appletree Communications Ltd.
01.2004 - 12.2014
Telemarketing Agent
Active Chemicals Ltd., Bowman's Int. Ltd.
01.2002 - 12.2004
Administrative / Guess Relation Officer/Accounts Clerk/Secretary
New Shandrani Hotel
01.1999 - 12.2000
THE ASSOCIATION OF BUSINESS EXECUTIVES (ABE) - Business Management
ABE
CAMBRIDGE HIGHER SCHOOL CERTIFICATE (HSC) -
Dunputh Lallah State Secondary School
CAMBRIDGE SCHOOL CERTIFICATE (SC) -
Dunputh Lallah State Secondary School
BSC (Hons) Digital Marketing - Digital Marketing
Open University
Others