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Curriculum Vitae of Sonali Gogia - Page 1
PERSONAL INFORMATION
WORK EXPERIENCE
First name/SurnameAddress
TelephoneEmailBlog
Nationality
Sonali GogiaMilan, Italy+39 329 684 [email protected]://sonaligogia.blogspot.itIndian
DatesOccupation
Main activities and responsibilitiesType of Business or sector
DatesPosition
Main activities and responsibilities
Name and address of EmployerType of Business or sector
DatesPosition
Main activities and responsibilities
Name and address of EmployerType of Business or sector
DatesPosition
Main activities and responsibilities
Name and address of EmployerType of Business or sector
Mar 2013 - Sep 2013Luxury Service Trainer
Designed a three day, human centred training module on the Craft of delivering Luxury Customer Experiences to build skills like storytelling and empathy.
Freelance, Mumbai, IndiaRetail Service Training
May 2008 - Feb 2013Retail and Education Manager
Developed the retail team to meet business objectives through a combination of classroom training, coaching, mystery auditing and customer feedback to monitor and enhance the service experience. Implemented service innovation that aligned the Brand with local customer expectations. Managed Retail operations by coordinating across functions.
L’Oréal Luxe, Lancôme, Mumbai, IndiaLuxury Cosmetics
Feb 2007 - Apr 2008Training Consultant
Delivered end to end training interventions for companies, from need analysis to post training reinforecment. As a certified behavioral trainer, I developed a strong foundation in adult learning, facilitation, coaching and best practices in customer centred service skills.
Achieve Global, Mumbai, IndiaSkill based Training
Oct 2001 - July 2006Manager, Strategic Research
Designed growth, entry and diversification business strategies and operating procedures for Clients in diverse businesses using research, analysis and management frameworks.
Universal Consulting India Pvt, Mumbai, IndiaStrategy Consuting
Name and address of Employer
Curriculum Vitae of Sonali Gogia - Page 2
EDUCATION AND TRAINING
PERSONAL SKILLS
Dates
Organisation/Institution Name
Oct 2013 - estimated Oct 2014
Politecnico di Milano, Milan, ItalyPrincipal subjects/skills
Title of qualification
Level in national classification
Service design methods, ethnography, research and prototyping, collaborative services, design management, business models, social innovation and sustainability, product service system design, data visualization
Master’s degree in Service Design
1st upper level Masters
Dates
Organisation/Institution Name
Aug 1997 - May 2001
Tulane A.B. Freeman School of Business, New Orleans, USAPrincipal subjects/skills
Title of qualification
Finance, strategic management, marketing, operations, organizational behaviour
Bachelor’s in Science of Management
Dates May 2008 - Feb 2013
Dates Feb 2007 - Apr 2008
Organisation/Institution NameCertifications and WorkshopsTitle of qualificationL’Oréal Luxe, Lancôme
Organisation/Institution NameTitle of qualification
Achieve GlobalTraining Certifications
Luxury Customer Experience - DubaiRetail and Service Seminar - Shanghai, Tokyo, Hongkong, SingaporeTransition to team management - MumbaiLuxury Boutique Services - Hong KongHandling Customer Concerns - MumbaiSelling Essentials - SingaporeCoaching for Excellence - MumbaiThe art and pleasure of selling Luxury - Paris
Principal subjects/skills
Principal subjects/skills Presentation skills, facilitation, sales coaching, selling skills, customer service
Mother Tongues
Other Language
English, Hindi
Basic Italian (understanding A1, speaking A2, writing A2)
Social skills
Organisational/managerial skills
Teamwork, relationship building, multicultural integration, empathy, adaptability
Computer skills
Other skills & interests
Expert in Microsoft Powerpoint, Excel, Word, Intermediate in Adobe Illustrator and InDesign, Beginner in Adobe Photoshop
Yoga, buddhism, wellness, reading, travel, cultures, food history, cooking, blogging, Lifestyle services, mystery shopping
Design Skills and tools Brainstorming, mind mapping, prototyping, interviewing, service blueprints, customer journey maps, personas, role plays, storytelling, motivation matrix, business model canvas, story boards, implementation plans
Team management, project management, operations, process design, presentations, problem solving, sales planning
Technical Skills Behavioral training, luxury retail, service design methodology, coaching, research, strategic analysis, performance measurement, customer service
