I leveraged my long experience in managing day−to−day activities; Leading efforts to streamline old processes by process automation and reducing timelines, achieving reduction in terms of manpower, PRI & SMS cost. Drove movement of process from existing to new vendors with lower costs and better output. Consistently worked towards improvisation of existing Loyalty / CRM Portal & Mobile App; assisting in creation of New Portal and App with a new vendor which is future ready, anytime scalable &… Show more I leveraged my long experience in managing day−to−day activities; Leading efforts to streamline old processes by process automation and reducing timelines, achieving reduction in terms of manpower, PRI & SMS cost. Drove movement of process from existing to new vendors with lower costs and better output. Consistently worked towards improvisation of existing Loyalty / CRM Portal & Mobile App; assisting in creation of New Portal and App with a new vendor which is future ready, anytime scalable & delivers value to customers Few Accomplishments I would like to:✔️Directed the End-to-End Gift Catalogue for Loyalty Program; running schemes to increase Earn & Burn %✔️Stellar role in selecting new gifts for the catalogue to make it more lucrative, negotiating with vendors to get better deals, ensuring reduced liability and value outgo on points is either maintained or reduced over a period of time and increasing perceived value for the members✔️Designing and configuring region-wise campaigns for increase in Code Banking, indirectly leading to primary sales improvement ✔️Successfully managed Analytics partners like cartesian to do all analysis e.g. propensity to re-purchase; pivotal in:✔️Leveraged analytics to drive usage of adventure & accessories as services, drive up/cross sell, reactivation of lost customers✔️Spearheading Customer Service & Loyalty Support Contact Centre for PAN India Fevicol Operations including: ✔️Inbound - Toll Free Helpline Management, WhatsApp Support, customer Support E-Mail ID & Complaints Management Team✔️Outbound - Campaign / Non-Campaign Management based calls to registered members in FCCR (Fevicol Champions Club Rewards) Program (Loyalty Program), Welcome & Service Calls to registered base, Sales Calls to leads for Fevicol Design ideas✔️Led major projects on:✔️Process Streamline and Movement along with Cost Reduction✔️Movement of Existing Portal and App to a New Vendor✔️Gift Fulfilment and delivery process streamlining Show less

Acknowledged as highly focused &committed manager, I employ a collaborative management style that in turn motivates teams towards successful execution of shared objectives. Reliable &methodical, I am able to utilise strong interpersonal skills to communicate at all levels.I have consistently proved my mettle by directing Change Management Process & implementing changes to ensure that they have met their objectives.

Employed varied operations intensification strategies, I delivered successfully established and maintained Critical to Quality (CTQ) & Critical to Process (CTP) targets in coordination with Quality Team. Managed PAN India Call Centres of Kaya Ltd. including day-to-day Call Centre Operations including Pre-Sales Outbound Call Centre, Inbound Helpline, Webchat, Customer Care E-Mail ID & a team of Virtual Relationship Managers.Monitored where leads coming from different sources are being… Show more Employed varied operations intensification strategies, I delivered successfully established and maintained Critical to Quality (CTQ) & Critical to Process (CTP) targets in coordination with Quality Team. Managed PAN India Call Centres of Kaya Ltd. including day-to-day Call Centre Operations including Pre-Sales Outbound Call Centre, Inbound Helpline, Webchat, Customer Care E-Mail ID & a team of Virtual Relationship Managers.Monitored where leads coming from different sources are being out-called in the shortest possible time and all incoming calls are handled with minimum wait time; ensured maximum converts from leads received from different sources. Followed-up with customers to remind them about their appointment and ensured that they visit the clinic. Ensured overall operations are managed within defined budgets; designed various offers to make customers book appointments and visit the clinic; managed the pre-client CLM & designed new ways of customer engagement.✔️Led & managed a team of Virtual Relationship Managers handling HNI customer base of Kaya; analysedcustomer data and finding ways to improve the process; prepared monthly review to evaluate performance month on month✔️Performed analysis; led efficacy to find the best source of leads in terms of appointment booking, footfalls, converts & revenue✔️Constantly kept track of CPA (Cost per Appointment) and ensured it remains constant or reduces month on month✔️Worked on a Project - Virtual Relationship Manager; Kaya having a lot of HNI and Super-HNI customers needed a tool to retain these customers with the brand and provide them differential service; this requirement created a need for VRM, a concept similar to assigning a Relationship Manager for all type of assistance, the only difference being it will be Virtual. Show less

Growth Path:Mar 2010 – Sep 2011 Executive in E-Mail Back-Office TeamOct 2011 – Dec 2012 Back-Office Trainer; Retail TrainerJan 2013- Dec 2013 Senior Executive-Data TrainingSince Jan 2014 Senior Executive-Call Centre Training & Service Partner ManagementAs Senior Executive – Call Centre Training & Service Partner Management Managing 2 major Call Centres of Vodafone, i.e. Data Level 2 Call Centre and Dealer Help Line. Providing 24*7 specialised desk services of Data… Show more Growth Path:Mar 2010 – Sep 2011 Executive in E-Mail Back-Office TeamOct 2011 – Dec 2012 Back-Office Trainer; Retail TrainerJan 2013- Dec 2013 Senior Executive-Data TrainingSince Jan 2014 Senior Executive-Call Centre Training & Service Partner ManagementAs Senior Executive – Call Centre Training & Service Partner Management Managing 2 major Call Centres of Vodafone, i.e. Data Level 2 Call Centre and Dealer Help Line. Providing 24*7 specialised desk services of Data Level 2 Call Centre to customers, handling queries and complaints. Handling Data, MNP, and Sales & Trainings for modern trade and multi brand outlets.Responsible to do Master TTT (Train the Trainer) for all In-house & Service Partner Trainers. Preparing training calendar every month for verticals and circulating the same to Service Partners and ensuring implementation of the same. Ensuring & maintaining deadlines of training to new hired batch for throughput, first attempt certification, 0-30 day performance, floor performance, C-sat & conduct regular refreshers based on TNI’s.As Senior Executive-Data Training handled data related trainings for Mumbai circle which involves Building and Managing Training Content, Coordination with Marketing .for new product launch and preparing communication plans.As Back Office and Retail Trainer Got an opportunity and moved from Retail Trainer to Back-Office Training and then to Data Training as per the need of the hour.As Executive handled customer services & queries through emails and resolved complaints efficiently.For more details, kindly request my resume... Show less

Efficiently handled all disconnection queries, requests, and complaints and retained all churns by meeting company targets.