Samara Jacob Email & Phone Number

India

- Developed a trusted working relationship with all team members, improving overall team morale, to achieve higher levels of productivity (increase from January to February 2021). This was accomplished with daily touch-base team huddles, weekly team meetings and regular coaching (one on one meetings).- Identified areas of upsell opportunities to recover revenue loss from 2020. Created and documented the strategy and measurement of the Revenue Recovery process.- Handled escalations with… Show more - Developed a trusted working relationship with all team members, improving overall team morale, to achieve higher levels of productivity (increase from January to February 2021). This was accomplished with daily touch-base team huddles, weekly team meetings and regular coaching (one on one meetings).- Identified areas of upsell opportunities to recover revenue loss from 2020. Created and documented the strategy and measurement of the Revenue Recovery process.- Handled escalations with key North American clients and investors, by contacting them directly and assuring them of successful delivery of all services. - Reached out to high scoring cNPS clients to assess and determine ways for Webware.io to continue to evolve and grow with them. Created and documented a Customer Referral Strategy for Promoters of Webware.io.- Reviewed current structure of Account Management team to identify areas of opportunity to improve efficiency - proposed a new role/job hierarchy, with recommendations to create Dedicated Account Managers for clients. Made recommendations to move non account management tasks to the Customer Support team. Also became involved with the hiring process of new Account Managers in February, with recommendations of additional attributes required of applicants.- Worked with the billing team to reduce redundancy of duplicate reports and streamline reporting processes.- Reviewed and assessed deliverables within the Retention Team, to identify and determine key reasons for downgrades and churns of accounts. as well as key reasons for client retention. Documented these findings and was developing a strategy to counteract negative customer experiences.- Collaborated with the Website Delivery Team; Digital Services Team and Customer Support on a daily basis to ensure all client services were being met and executed in a timely, professional and efficient manner. Show less

Mumbai Area, India

Mumbai Area, India

- Prime responsibility was Client Management with Key accounts within the Personal Care Industry for Brand Coccoon. Managed accounts for Nykaa; Health & Glow Pvt. Ltd; all e-commerce sites – Amazon; Flipkart etc.- Met monthly sales targets for Coccoon via these accounts.- New Business Development for Brand Captain Zack (pet care products) with GT; MT and with groomers and veterinarian organizations.- Trained all Business Development employees (including in-store Beauty Adivisors)… Show more - Prime responsibility was Client Management with Key accounts within the Personal Care Industry for Brand Coccoon. Managed accounts for Nykaa; Health & Glow Pvt. Ltd; all e-commerce sites – Amazon; Flipkart etc.- Met monthly sales targets for Coccoon via these accounts.- New Business Development for Brand Captain Zack (pet care products) with GT; MT and with groomers and veterinarian organizations.- Trained all Business Development employees (including in-store Beauty Adivisors) on products and selling techniques.- Responsible for all Social Media and Digital Advertising for both brands, liasing with a digital agency.- Presentation of marketing data and research for all new products introduced.- Overseeing promotional activities via social media, ecommerce and emem.in website.- Coordinated logistics of brand shoots and all exhibitions/events especially during festival season.- Coordinated with warehouse for inventory and delivery logistics.- Ensured all products were clinically tested prior to launch – coordinated all related activities between R&D team and Clinical Testing site. This included development of study design, questionnaires and facilitation of focus groups/consumer studies.- Worked with graphic designer for labels, packaging, promotional material by providing copy and content.- Sourced new mediums for marketing and promotion of brands and products. Show less

Mumbai Area, India

 Was on loan to Em & Em Personal Care, building new personal care brands (Oct 2015-Feb 2016)- Presentation of marketing data and research for all new products introduced within new brands.- Overseeing promotional activities via social media, ecommerce and emem.in. Coordinating with warehouse for inventory and delivery logistics (currently working with a leading TV shopping channel).- Ensuring all products are clinically tested prior to launch – coordinated all related activities… Show more  Was on loan to Em & Em Personal Care, building new personal care brands (Oct 2015-Feb 2016)- Presentation of marketing data and research for all new products introduced within new brands.- Overseeing promotional activities via social media, ecommerce and emem.in. Coordinating with warehouse for inventory and delivery logistics (currently working with a leading TV shopping channel).- Ensuring all products are clinically tested prior to launch – coordinated all related activities between R&D team and Clinical Testing site. This included development of study design, questionnaires and facilitation of focus groups/consumer studies.- Works with graphic designer for labels, packaging, promotional material by providing copy and content. Sourcing new mediums for marketing and promotion of brands and products – ecommerce and ad hoc events.- Managing and leading Marketing Team (Analysts and R&D formulators). - Research and analysis of global and Indian trends for the Personal Care Industry segments. Presentations and analysis provided to customers and other business units within the Mascot Group. Development of innovative product ideas for the Indian Market.- Responsible for the planning and execution of all activities involved pre and post for exhibition of HPCI (Home and Personal Care Ingredients). This included sourcing of packaging, raw material, new formulations, stall design and execution of all details. The objective of this annual event was to promote all Turnkey Solutions.- Re-launched Mascot’s website and brand with a new look and concept which embodied the new direction the company was moving toward.- Facilitated and organized customer and supplier seminars. The most significant one in Bangalore, to enhance sales within the South market, by educating customers about all products and services offered by the Mascot Group.- Organized training sessions for business development teams.Organized team building activities and events for all business units. Show less

Managed a team of approximately 16 Escalation Leads - Focused on employee development of communication (soft skills) and negotiation skills to ensure optimal customer retention and satisfaction when issues or concerns regarding customer experiences arose within the Airmiles Reward Program.Managed 3 Office of the President Leads who handled requests directly from the company's Senior Executive Team, regarding complaints (legal, compliance) and issues.Monitored back office/escalation… Show more Managed a team of approximately 16 Escalation Leads - Focused on employee development of communication (soft skills) and negotiation skills to ensure optimal customer retention and satisfaction when issues or concerns regarding customer experiences arose within the Airmiles Reward Program.Managed 3 Office of the President Leads who handled requests directly from the company's Senior Executive Team, regarding complaints (legal, compliance) and issues.Monitored back office/escalation volumes to ensure timely resolution of issues and complaints. Implemented efficiencies of processes to reduce turn-around time and enhance customer satisfaction.Facilitated weekly and monthly team meetings - communication of policy, program changes, top issues, project updates.Coordinated and planned company and team events focusing on recognition activities for individuals and teams.Supported sponsor/supplier launches and corporate initiatives. Show less

Toronto, Canada Area

Managed and led a team of 20+ Email Specialists who were responsible for providing customer and travel sales information via email for customers of the Airmiles Reward Program. This included Work at Home Specialists who were managed and led via virtual applications.Monitored daily email and phone volume to ensure resources were allocated on a priority basis and operational service level requirements were met.Worked closely with the www.airmiles.ca web team to ensure product… Show more Managed and led a team of 20+ Email Specialists who were responsible for providing customer and travel sales information via email for customers of the Airmiles Reward Program. This included Work at Home Specialists who were managed and led via virtual applications.Monitored daily email and phone volume to ensure resources were allocated on a priority basis and operational service level requirements were met.Worked closely with the www.airmiles.ca web team to ensure product information was accurate and up to date for promotions and supplier/sponsor offers.Worked with the WellQ Team, to support launch of pharmacy program in the United States.Collaborated with the web team to develop and implement online contests and incentives to promote customer engagement within the Airmiles Reward Program.Assisted with the launch of airmiles.community within www.airmiles.ca and supervised and supported moderators for this site.Monitored team and individual performance via post contact quality surveys and productivity measurements.Led the CCEC (Customer Care Employee Committee) and facilitated weekly meetings which included representation from all groups within Customer Care. Focus of this committee was to support change management and provide input and feedback from all associates for policy enhancements and changes within the company. Show less

Managed and led a team of 20+ Travel Sales employees within the AirMiles Customer Care Centre.Instrumental in developing team members through effective coaching, monitoring and assessment of work performance.Enhanced employee relations and provided support for personal development plans.Developed and executed incentives to increase team productivity and boost morale.Assisted in hiring, recruiting, training and selection of employees; assisted new employees with company… Show more Managed and led a team of 20+ Travel Sales employees within the AirMiles Customer Care Centre.Instrumental in developing team members through effective coaching, monitoring and assessment of work performance.Enhanced employee relations and provided support for personal development plans.Developed and executed incentives to increase team productivity and boost morale.Assisted in hiring, recruiting, training and selection of employees; assisted new employees with company orientation and facilitated communication sessions.Responsible for maintaining employee records and accurate preparation of management reports and annual performance appraisals.Supported cross-functional groups as required, and acted as liaison with other operation managers, corporate groups and Human Resources.Actively participated as a Steering Committee member for the Sales & Incentive Team.Scheduling and Show less

Monitored and forecasted call volume activity for the call centre on a real time basis.Scheduled shifts, vacation, training sessions and other pertinent events based on forecasts through Work Force Management functions.Handled payroll administration for service centre employees.

Responsible for booking and sales of Air Miles products and travel services. Provided exceptional customer service to new and existing clients in an in-bound call centre. Handled customer queries, verified accuracy of information and resolved any discrepancies that may have existed.Provided back-up support for the call centre's Help Desk and handled escalated issues.Performed general administrative tasks including filing, word processing, photocopying and faxing.

Pursued sales of travel products through sales calls with clients and organizations.Booked travel services for walk-in clients.

Reservation agent for booking of international and domestic flights for Tower Air at corporate office.Handled secretarial and administrative tasks.