Monali Talpade Email & Phone Number

Farnborough, Gb

London Area, United Kingdom

 Onboarding and management of Global clientele. Responsible for management of several critical clients like Hilton Hotels, Amazon, Marriott, etc. Managing the inventory for clients to ensure smooth running of their projects. Monitoring & enhancing the team's productivity in a fair manner. Handling client escalations and conflict management. Recruitment and Training of sales support associates. Renewals & project management. Working on workflows and simplifying processes to enhance the productivity. Writing SOP’s. Coordinating with the internal departments for effective movement of stock and order processing. MIS reporting.

London, United Kingdom

 Shipment management, including deriving landed costs. Single point of contact for all Imports – liaising with suppliers, freight forwarders, Commodity code declarations. Responsible for product listings on the web and ensuring product sale optimization. Web analytics & MIS reporting. Website content management & organization. Data and Invoicing analysis Invoicing on Sage accounts Phone and email management Customer complaint management.. Warehouse support and management.

Mumbai Area, India

- Played an active role in bridging the gap between the IT and business users in various projects listed belowCRM Member of core team in selection, evaluation and appointment of Vendor for CRM solution.  Requirement gathering from business users and finalization. Creation of business requirement specifications (BRS) document. Implementation of module, creation of test scenarios, testing & training of users. Key driver for implementation, training and management of Lead management module. Data mining for campaign management.WEBSITE & ONLINE SALES Played an active role in the launch of ecommerce portal. Actively involved in the Corporate Website revamp project. Undertook maintenance of website and content management. Worked on creation of online selling & cross selling opportunities thru the Corporate Website & intranets. Worked towards increasing visibility in internet thru SEO & online advertising. Development of self help tools for Customers & Sales force.INTRANETS Responsible for launching knowledge portals for the Sales force – Agency & Bancassurance. Effective content management thru launch of content management tools. Study of customer trends and automation of reports. Development of self help tools for effective sales management.CONTACT CENTER Management of various service & marketing campaigns thru the contact center – Renewal, cross selling, etc. Distinction of handling the running of the in house contact center & outsourced contact center, single handedly. Recognised for organizing & conducting Product & Process trainings, preparation of scripts & email templates. Distinguished efforts towards handling MIS & analyzing the same for process improvements. Coordianting with IT & testing a software system for complaints tracking at the call center

Mumbai Area, India

 Monitoring the Performance & Speed of the CRM system. Instrumental in tracking the daily issues & errors. Actively involved in analyzing new requirements & conducting user trainings. Successfully launched Soft Phone & E-mail Center for easy Operations. Recognized for preparing new process workflows & working towards automating the same. Instrumental in monitoring the quality of the customer interaction & also giving qualitative feedback along with guidelines to improve on the same. Actively involved in identifying the training needs of the new recruits joined in the team. Recognized for organizing & conducting training programmes for the new recruits as well as the other executives in the team. Responsible for monitoring the team's productivity/ quantitative performance in a fair manner.

Pgd, Crm

Customer Relationship management

Bachelors, Sociology

Bachelor of Arts majoring in sociology

Diploma