Experience

MattsenKumar LLC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Product Associate

  • May 2021 - Present



Parragon Publishing India

• India
• Book and Periodical Publishing
• 1 - 100 Employee

• Senior Customer Relationship Management Consultant

  • Sep 2017 - Apr 2019

   Process Implementation for smooth function and time bound delivery, conflict resolution and feedback. Ensuring healthy docket life cycle, smooth movement and delivery of inbound shipments and outbound dispatch, distribution, and communications.  Ensure satisfaction, retention and mutual growth with existing and new customer, attending periodic meetings as and when required to contribute to Customer Services development.  Liaise with external parties as necessary and maintain quality services for key Clients. Making and implement strategy to generate new and repeat business with client or clientele. To liaise with Operation team on strategic initiatives for the customer Relation and service department for rendering and achieving quality services.  Manage reverse logistics, Re-Distribution of orders, Value-Added Services & ensure timely delivery by coordinating with the shipping agent for scheduling the consignment on time .  Dealing with other areas of the business to drive changes and improvements. Monitoring Service Analysis, MIS Reports and maintained it up to desired level.  Sending reports ( Dispatch Reports , Delivery Reports & MIs to RSM’s/ Executives on regular basis .  Maintaining database of billing date , dispatch date LR # number , Transporters Name .  Checking & maintain record for the short supply & issuing Credit Note for the short supplied books .  Maintaining record of Pick Up’s ,Refused Consignments , Rebooked consignments & Lost consignments  Deduct amount of Delayed & Lost Consignments from the transporters bill.  Acting as a single communication channel between company and Customers to provide high level of customer service and professionalism taking into account the consideration that all Parragon customers have an express requirement, and are looking for instant and immediate action. Show less



ASKME.com

• Technology, Information and Internet
• 700 & Above Employee

• Sr. CRM Executive in Operations

  • Apr 2013 - Apr 2017

  # Building and maintaining excellent client relationships, resolving client queries, researching and cross-selling additional products or services that could benefit both publisher and client. # Follow up with clients, CRM, Online Marketing, and Business Planning, Product Management & Brand promotion. Responsible for driving market - new business. # Uploading rejected keywords of CIF information on system and ensure delivery of commitments made if any. # Writing web content for websites / portals from scratch. # Editing and Proof reading content once written. # Writing, editing and proof reading copy for client projects based on the material supplied by them. # Writing product descriptions, brand support material etc. # Proof reading, editing and writing content on a regular basis for building up the website including informative short articles. Show less



Network 18 Media & Investments Ltd

• noida

• CRM- Client Interaction

  • Jul 2012 - Mar 2013

   Building and maintaining excellent client relationships, resolving client queries, researching and cross-selling additional products or services that could benefit both publisher and client.  Ability to work well in a team environment, handle pressure and solve problems analytically, capable of meeting deadline and managing a heavy workload, and possess excellent organizational skills.  Follow up with clients, CRM, Online Marketing, and Business Planning, Product Management & Brand promotion. Responsible for driving market - new business.  Uploading rejected keywords of CIF information on system and ensure delivery of commitments made if any.  Responsible for all Pre-Sales & Post –Sales support function towards both the client and the sales team.  Responsible for updating the company's MIS and operations capability.  Hands-on experience in Planning, directing and controlling all MIS activities in order to meet the information requirements of clients and the sales team.  Maintaining proper monthly reports and figures for a consolidated analysis for every month.  Act as first point of contact for Sales queries and resolving issues quickly and professionally.  Negotiated win-win billing and contract solutions with customers and finance team.  Helping Team in updating Process flow, new launches ,Contract entry management.  Troubleshooting areas of underperformance with team members to help them in improving. Show less



Ebix

• United States
• Software Development
• 700 & Above Employee

• Executive In Operations

  • Jul 2011 - Sep 2012

  Updating/ Tracking the Insurance certificates. Preparing Agent Contracts Taking care of Attendance of all the on Roll employees Handling the salary Issues Joining formalities of all new Joinees Updating bank accounts & Pan number of Agents as well as on roll employees Discrepancy Handling of agent Documentation Queries regarding Agent Commission Preparing, uploading and dispatching TPR Looking after negative balance reports Handing over and dispatching the Circulars to Agents Preparing quarterly compliance report Maintaining the Adequate stock of collators required Keeping a track of sales kits, gifts, manuals etc to be given the contracted agents Dispatching Welcome letters to agents Filing of all the documentation that an agent has to complete for getting contracted Distribution of Leads to Sales manager and maintaining the tracker for the same. Show less



Tech Mahindra

• IT Services and IT Consulting
• 700 & Above Employee

• Executive in Operations

  • Apr 2009 - Sep 2010

  Customer queries. Responsible for receiving, investigating and responding to all customer inquiries regarding installation, products and services. Troubleshoot problems and coordinate with various internal departments to resolve problems. Interact with customers by phone, e-mail or online chat concerning various care issues. Tracking and reporting of relevant customer care performance metrics. Raise complaints against customer’s queries. Escalate queries and gave resolutions Customer queries. Responsible for receiving, investigating and responding to all customer inquiries regarding installation, products and services. Troubleshoot problems and coordinate with various internal departments to resolve problems. Interact with customers by phone, e-mail or online chat concerning various care issues. Tracking and reporting of relevant customer care performance metrics. Raise complaints against customer’s queries. Escalate queries and gave resolutions