Aarti Ramanathan Email & Phone Number

Croydon, England, United Kingdom

• Design and build Customer Success Strategy to create a strong and loyal client base and ensuring company's growth• Work with Customer Account Management team in drafting Contracts / amendments for renewals• Responsible for continuous improvement in Operational Excellence for Value Consulting, Issue Management and Support• Aligning customer success strategies with targeted marketing efforts to enhance brand visibility and attract potential clients • Leverage expertise and spearhead regional marketing initiatives to ensure a robust and sustainable presence in the UK region• Focusing on expanding the client base in the UK market, capitalizing on growth opportunities and cultivating strong relationships with customers• Responsible for customer account growth and customer retention • Be a trusted advisor and build relationships with C-Suite executives• Define processes for delivering solution effectively with high quality, productivity and early / on-time delivery• Create environment for knowledge sharing within team to boost technical / operational knowledge

Croydon, England, United Kingdom

• As a telephone-based injury assessment and support provider, my main responsibilities included triaging minor injuries and establishing the bio-psycho-social impact of an accident on the injured person. • Providing courteous and empathetic support to injured persons and reassuring them about their recovery.• Identifying any specific psychological impact and determining whether psychological assistance is needed.• Conducting extended telephone assessments based on medical history and impact on pre-existing medical conditions.• Writing detailed reports that outline the impact of injuries and barriers to recovery, along with treatment recommendations.• Monitoring the injured person's recovery progress and liaising with colleagues when issues arise.• Managing workload and delivering results within set SLAs.• Contributing towards team goals and objectives.

Vauxhall, London

• Grade inbound & outbound calls in-line with predetermined quality metrics• Design and regularly update Sale Verification Scripts in strict adherence to the company sale policy• Ensure the Sale Verification scripts meet the compliance requirements (DPA/ DMA/ OFCOM)• Notify line-managers of any breach of sales compliance policies & devise remediation plans• Regularly update quality metrics to include any process changes • Chair the Group Calibration Sessions and Individual Feedback Sessions to identify the Best Practices and operationalise them• Identify performance trends to make recommendations for quality & performance improvements• Conduct regular coaching and Training Needs Analysis (TNA) to identify further training requirements• Prepare quality dashboards monthly to gauge performance trends within individual departments as against the set quality targets• Identify process improvement opportunities and liaise with internal teams (IT, Product transformation) and operationalise new improved processes • Meet up with new clients/ partners and outline the Quality Assurance process followed within the organisation

Vauxhall, London

Acting as customers’ first point of contact into XLN, by directly resolving customer service/sales requests or issues for XLN’s range of productsIdentifying customer complaints & escalations, resolving them at the first point of contact where possible and taking responsibility for follow up and resolution with other departmentsRetaining customers and recommend business solutions for new and existing customers with XLNDealing with customers face to face occasionally, who visit the head office to discuss invoices, issues and/ or complaintsStriving to provide positive customer experience in accordance with the company guidelinesVerifying contracts for new customers signed up various Sales channels like Field Sales, Telesales etc. by adhering to the guidelines outlined by OFCOM

Recording and Maintaining Student Database with Course Details, Contact details etcMeeting with new students and answering course related queriesAnswering calls from students calling from abroad and providing informationFollowing up with students via mails and calls to Arranging meetings for the Programme Manager and writing MOMsMaking calls to prospective students and explaining the courses offered by the school and its benefitsFiling and documentation

London, England, United Kingdom

Content Writing for an Independent Consultant which included writing and rewriting of articles related to: Health and Diseases, Beauty, Recipes for Cooking and Healthy cooking tips, Tourism, Solving Case Studies for Management Model Answer Sheets, Articles on Animal Podcasting and details of various shows that are aired on Television and Radio etc

Responsible for structuring the quality process, quality SLA for new processes.Trained in Lean Six Sigma and Six Sigma (Black Belt)

Servicing a UK based clientele for “3 G’ phonesResponsible for handling a team of 15 – 18 agents and a Team CoachResponsible for performing quality monitoring and providing feedback on a weekly basisHandling Escalation calls and ensuring complete Customer Satisfaction Handling Complaints calls to understand concerns and perform root cause analysis to identify causes for complaints. Perform cause and effect analysis to suggest solutions to avoid such instances in future

Servicing a UK based process within Wipro “American Express Credit Cards”Responsible to handle a team of 12 – 15 agents Responsible to conduct Quality monitors and give feedback on a weekly basisCoach Under Achievers and support them to meet the benchmarks as defined within the processConduct Daily briefings to identify issues / concerns within the teamConduct Refresher Trainings to ensure quality is maintained within the team and the processResponsible for taking Escalated calls and managing customer expectationsAttend Calibration sessions with the Onshore team to understand the quality scoring methods Responsible for calculation of the Performance Incentives for the agents and Team LeadersAssist the Team Manager in making the Monthly Performance Review of the processSupport the “FUN” team by suggesting ideas to conduct fun activities Trained in Six Sigma Green Belt Part of the Process Hiring Team within Wipro BPO