Developed understanding of transportation management platforms to drive content integration with client systems and platforms. Monitored driver locations in field using Qtracs and AirIQ and solve discrepancies to keep team on-track. Controlled costs with optimized route plan to maximize daily appointments and minimize time or field waste. Coordinated regular inspections of vehicles and scheduled preventive maintenance. Responded to high volume of phone and email requests to provide logistics information. Leveraged Software like Fleet and other tools to track data and make recommendations.

·        Managing incoming calls that are received from our clients’ customers by following an established call process flow, asking the right questions to determine the nature of query ·        Responding to incoming customer queries regarding billing, payments, existing and new services, promotions and offers, upgrade or downgrade of services, payments, etc.·        Promoting and educating customers on offers and promotions, new products in the market, and the value of the service provided by the client ·        Aiming for first call resolution and answering customer’s queries by walking them through our clients’ system - explaining the process to the customer and providing turn-around time. Maintained 85% FCR.·        Initiate investigations and create requests, if customer’s queries cannot be addressed on the call, and determine its level of priority.·        Taking a proactive approach to discovering our customer's needs and listening to understand what they are asking for and refer suitable product or solutions.·        Processing day to day transactions on customer accounts and offer best possible resolution to build long lasting customer relationship.·        Contributing to the company’s targets by identifying and fulfilling simple sales opportunities·        Being a technology expert and sharing your knowledge by introducing clients to our mobile banking applications and assisting them to better manage their banking needs

·        Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.·        Strategizing and monitoring the daily activities of customer service operations.·        Assisting customer service staff with duties where required.·        Training staff in areas of customer service and company policies.·        Managing cashier coverage and customer flow to ensure proficient customer service.·        Monitoring and authenticating returns, and voids.·        Investigating and solving customer service complaints to implement best customer service experience.·        Assisting with the development and implementation of food service policies, and explaining these to staff and customers.·        Maintaining documentation pertaining to customer service department activities.

·        To develop tele-sales database from high revenue existing customer competitors and find opportunities in new verticals.·        To revive business from abandoned/lost customers by maintaining regular contact with them.·        To identify existing customers for potential cross-sell opportunities and generate leads to gain revenues from existing customers in the region.Review and adapt to information regarding product innovations, competitors, and market conditions.

·        Successfully managed a team of 22 staff and whole operations and handle clients.·        Manage and close client businesses to achieve SLA and increase profitability. Compile reports and analyze data; develop presentation or document to share findings.·        Schedule regular meetings, discussions, teleconferences and visit client offices to strengthen relationships and provide regular updates to clients on the progress of their case initiations and maintain up-to-date knowledge about company products and services.·        Involved in 18% increase in profits in sales.·        Eliminated project delays, inefficiencies, and overspending and achieved close to 100% client retention. Take initiative and use sound judgment to complete tasks in an innovative way.

·        Successfully managed multiple primary research projects simultaneously across many Industry verticals.·        Use state-of-the-art Conversational Research techniques to plan and execute research projects to meet the specific client objectives.·        Collecting data on consumers, competitors, market place and consolidating information into actionable items, reports and presentations.·        Synthesis and communication of primary research findings into actionable insights according to the client's objectives.·        Has been actively involved in International Market Research Operations for Ahmedabad Business Centre for various B2B and B2C projects comprising of both primary and secondary research.·        Identifying emerging growth trends and opportunities across various dimensions including economic, technological, financial, cultural and other market segments, competitive, partnerships and alliances, and customer value attributes.