Project management, brand experience and business development professional with over 4 years’ experience across multiple geographies • Implemented CRM and Process Improvements (SOPs), managed Social Media and Loyalty platforms, Analysed Data to create one stop solutions • Handled diverse B2B & B2C product portfolio, performance frameworks and worked closely with marketing, operations, analytics & credit teams.
MBA Gold Medalist and Electronics & Communication Engineer, experienced in the E Commerce, Tech, Aviation and Banking industries, Strong communication skills, team management and ambitious thinker are add-ons.
Keen to learn and create extraordinary ideas which can be skillfully implemented to closure.
I wish to be a subject matter expert, part of the senior management in the firm that I passionately work for, without leaving behind my curious learning traits and pro activeness, alongside being a popular figure who has a positive influence on the people around.
Head of Customer Success & Contact Center Operations
Managed and Lead a large team over-viewing Customer Experience Operations, Driving Sales through Cross selling/Upselling, Retention & On-field Operations, Maintaining Service Level Standards, Working closely with other teams to target & position products for Business Development in line with the Vision of the Company.
Improved Service Levels from Industry Standards of 75% to 90%, enhanced Monthly Sales from average of 250 loans/cards to 500+ & supplementary product sales by 73%, increased Team Capacity by 2.3 times, Enhanced IVR utilization from average 20% to 45%, worked closely in New Social Media Channels for Acquisition Projects such as Whatsapp, Facebook and Mobile App.
Engaged closely with Credit/Marketing/Analytics departments to generate new customer bases & improve projects based on Root Cause Analysis, CISCO & CRM Management Reports Analysis, Resolution of Escalations/Top Complaints and Customer Feedback.
Studied Customers’ Complex Data and Bureau Reports in order to target the right audience, Monitor MIS regularly to learn from Emerging Trends and Derive Useful Insights, prepare timely RCSA to ensure Performance Frameworks maintained and Risks Mitigated.
Identified different innovative techniques (such as Bureau-based Cash Back Loan Campaigns, Customer Penetration using Social Media, CRM CTI integration optimisation & Reduced Application Process) to offer to the Salaried, Self-Employed and Affluent customers and adapt Best Practices in the market.
Conducted regular Product and Soft Skill Training to enhance skillset of the staff such that Service & Sales standards rise & benchmarks are pushed even further, improving business.
Tracked different MIS regularly to maintain SLA, achieve TSF, understand Staff Performance & Improve it by Coaching/Action Plans, and Plan Capacity based on Upcoming Project Requirements and Trends.
Senior Supervisor for New Acquisition, Social Media & Crisis Management
Lead an Acquisition Team that focused on generating new customers/leads, retention & deeper penetration by exploring different channels, developing new methods & products, and making use of data mining.
Achieved over 82% increase in revenue, dissolved bottlenecks & ensured sale at each touch point.
Managed additional products such as Loyalty program, Holidays Packages, Group Tours and Ancillaries.
Set up and managed the Social Media support team & ensured quick solutions are provided over Facebook, Email and Web channel, in conjunction with all related teams.
Handled a Crisis Management team that worked round the clock for emergency support, notifying customers of any planned and unplanned fluctuations, in coordination with other airport departments.
Eased out any misconnections such that customers experience seamless travel
Explored industry scenario through intensive market research.
Studied in depth the purchase pattern and consumer behavior towards brand.
Created & ensured brand loyalty for the product that was newly launched(Engage Deodorants), provide complete support in terms of managing customer feedback, acceptance & reviews after the launch of the product.