Customer Service Strategy for the all division - Steel Pipe, Transmission Tower, Railway Electrification structure, Galvanized structure, Crash Barrier, High Mast, Steel Tubular Pole, PVC Pipes & Fittings Collecting and analyzing customer dataUsing CRM systems to manage relationshipsDeveloping new ways to meet customers’ needsHandling customer complaintsOverseeing the interactions between customers and key team members, such as Customer Service RepresentativesCreating and executing retention campaignsDeveloping marketing campaigns to attract new customersCollaborating with sales, marketing, customer serviceContact CentreCSAT & NPSAccount Management Customer Journey

• Responsibale for Service Operations of East unit (West Bengal, Jharkhand, Odisha, Bihar). • Leading the business unit, including all aspects like Sales, Customer Service, Customer Enggagement, Production & Delivery service.• Resposibale for financial aspects like Grwoth & Profitability. • Implementation of the company values, mission, vision & strategy. • Development & Control of Sales operations & Service operations according to the business model & concepts. • P&L holder• Budgeting, Forecasting, annual planning, regional strategy & implementation of the same.• Manage the operations for a process for the organization. Be a single point of contact with the entire team and the senior management through effective communication on the key deliverables of the process. Interact with clients on a regular basis to ensure smooth operations and increase business with the client. • Control cost through effective utilization of personnel, materials and equipment. Proactively tackle problems that arise in the team and resolve them to ensure there is no negative impact on productivity and delivery of assignments.• Work with team to agree targets by product by client segment, and monitor performance against targets on a monthly/quarterly basis• Expertise in driving new business through key accounts and establishing partner relationships to increase channel revenue• Improve customer service experience, create engaged customers and facilitate organic growth• Design & improve the customer experience• Customer satisfaction, CSAT, NPS, loyalty and advocacy• Drive customer retention, reduce churn, and increase customer satisfaction• Map the customer journey and identify opportunities to proactively intervene on the client’s behalf• Guide team in effective client issues resolution and handle any escalations• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.

• Responsibale for 2 business unit’s (Delhi & Pachkula – North) operations in the reagoin. • Ensuring working methods and service processes adhere to SOPs showing continuous improvement• Responsible for enhancing customer experience through continuous process improvements• Executing a dynamic key account plan & build relationship with key stakeholders.• Organizing, developing and controlling the customer service operations according to the business concept/model• Leading a team of customer service personnel and administering logistics operations (Daily delivery services) and planning delivery of work-wear to customers and with fleet of small, medium and large trucks.• Managing Customer satisfaction survey (Voice Of Customer) • Customer Receivables (payment collection from all clients on regular basis)• Forecasting according to the business model. • Organizing consumer feedback on regular basis to understand the end users need, satisfaction level & what are the process improvement area. • Design & improve the customer experience• Customer satisfaction, CSAT, NPS, loyalty and advocacy• Drive customer retention, reduce churn, and increase customer satisfaction• Map the customer journey and identify opportunities to proactively intervene on the client’s behalf• Guide team in effective client issues resolution and handle any escalations• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement• Continually review and evolve the collection of processes• Retention of the customers through excellent customer experience• Activation for different customer engagement activity. • Responsible for correct invoicing for all the clients. • Customer Profitability analysis & developmental action plan • Customer Relationship Management System (CRM).

• Responsibale for 2 business unit’s operations in the reagoin – Kolkata & Tinsukia. • Ensuring working methods and service processes adhere to SOPs showing continuous improvement• Responsible for enhancing customer experience through continuous process improvements• Executing a dynamic key account plan & build relationship with key stakeholders.• Organizing, developing and controlling the customer service operations according to the business concept/model• Leading a team of customer service personnel and administering logistics operations (Daily delivery services) and planning delivery of work-wear to customers and with fleet of small, medium and large trucks.• Managing Customer satisfaction survey (Voice Of Customer) • Customer Receivables (payment collection from all clients on regular basis)• Forecasting according to the business model. • Organizing consumer feedback on regular basis to understand the end users need, satisfaction level & what are the process improvement area. • Generating commercial proposal by calculating all the prices engaged in the solution and analysing the complexity of the solution, market situation & customer relations. • Introducing & promoting new products; assessing market opportunity based on synergies with existing business set-up and designing new offerings/products with different prices for each target market • Developing talent within the team and ensuring that the team members are completely trained on the product/process side and consistently exceed customer expectations• Analysing root cause on the top issues and sharing insights which can help improve business objective• Processing & formatting to ensure effective quality management and adherence to compliance standards• Contract renewals• Retention of the customers through excellent customer experience• Activation for different customer engagement activity. • Responsible for correct invoicing for all the clients. • Customer Profitability analysis.

• Managing consumer claims• Reporting of 11 operation personnel. • Claim summary checking with actual claims. • Tracking & updating disputed claims which held at branch end.• Final checking & making full docket of all kind of claim.• Collection & order tracking.• Coordinate with the sales team for primary & secondary sales.• Coordinate with the super & distributors.• Coordinate with depot for order & dispatch.• Follow-up’s with sales team for collection & order.• Build up relation with super & Distributors.• Stock audit at the CNF & various distributors point.• Maintain party ledger.• Organize all kind of meeting & conferences.• Visit super or distributors point as & when require • MIS report & analysis.• Sales analysis on a monthly basis.• Sales report prepare & submit to sales head as when req.

• Claim summary checking with actual claims. • Tracking & updating disputed claims which held at branch end.• Final checking & making full docket of all kind of claim.• Collection & order tracking.• Coordinate with the sales team for primary & secondary sales.• Coordinate with the super & distributors.• Coordinate with depot for order & dispatch.• Follow-up’s with sales team for collection & order.• Build up relation with super & Distributors.• Stock audit at the CNF & various distributors point.• Maintain party ledger.• Organize all kind of meeting & conferences.• Visit super or distributors point as & when require • MIS report & analysis.• Sales analysis on a monthly basis.• Sales report prepare & submit to sales head as when req.