Rati Arora Email & Phone Number

Gurugram, Hr, In

Noida, Uttar Pradesh, India

Gurugram, Haryana, India

Manager–Customer Service & Quality (Mar2011–Jan2015)♦ Coordinated with the Operations & Quality team and responsible for auditing calls and ensured the highest functional quality services are offered to the customers whilst administered a team of members.♦ Identified the knowledge gaps, process gaps & language gaps and seek appropriate calibration within team to overcome the challenging areas and maintain proper documentation of the work flow process.♦ Prepared & monitored periodic reports to ensure the quality parameters are met and analysing trends to provide various inputs for increasing productivity and service excellence.♦ Implemented corrective actions to enhance workflow efficiency, quality scores and increased customer delight levels.♦ Engaged in modulating organization’s website, i.e. addition/deletion of content in accordance to the company’s compliance with proper stakeholders’/business heads approvals.Manager–Marketing & Strategic Alliances (Nov2005 - Mar2011)♦ Oversaw and liaised with a team of RMs, BMs and Channel Managers across 4 regions whilst contributed sales via corporate business alliances, i.e.Shoppers Stop, Big Bazaar, Hypercity & Vishal Mega Mart across India.♦ Supervised the overall activities involved in marketing activation drives across PAN India through retail chain which include corporate delegate sales by lead generations, meeting prospective clients and networking.♦ Explored permutation combinations to ensure sales, according to pre-determined targets and concluded sales by negotiating and implying strategies by examining potentials, estimating business partners market share.♦ Ensured expense control over cost savings and fixed expenses, i.e.DSA pay-outs, etc. and administered vendors on BAU issues related to compliance, policy governance, product parameters and training etc.