Experience

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  RCI Cash Management Services (P) Ltd.

  • Mumbai, Maharashtra, India

  • Sr. Manager - Key Accounts

    • Jul 2013 - Oct 2014
    • Mumbai, Maharashtra, India

    Key Responsibility:• Responsible for farming, managing & developing key customers to increase share of wallet.• Work in close coordination with all the stakeholders ( Delivery, Operations, Technology, Branch operations, Audit, Finance, etc.)• Provide inputs to management on changing market needs for existing products/services & opportunities for new products/services• Responsible for timely Collections from customers every monthHighlights:• Successful in increasing Site allocation for all the MSP’s. Crossed 3500 ATM takeover by July 2014.• Managed to sign up 3 MSP’s in period of 6 months of Joining.• Successfully managing 7 MSP’s along with 3 Key Account Manager’s.

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  Brinks India Private Limited

  • Mumbai, Maharashtra, India

  • Deputy Manager - Customer Service

    • Dec 2011 - Jan 2013
    • Mumbai, Maharashtra, India

    Key Responsibility:• Establishing and maintaining clear roles and performance for call center team of 42 members.• Identify service gaps and implement solutions to exceed customer expectations.• Visiting customers and developing feedback procedures for use by customers.• Working with the Key Account Managers & Branches towards communicating SLA & TAT, data analysis, statistics to senior management, reconciling data to improve and exceed service level• Training staff to deliver customer service as per SOP.• Managing Lock activation across India, Managing Bass & Key management team

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  Transocean Express Logistics Pvt ltd.

  • Mumbai, Maharashtra, India

  • Head of Customer Service

    • May 2011 - Dec 2011
    • Mumbai, Maharashtra, India

    Key Responsibility:• Planning and monitoring performance of customer service department for all business verticals.• Training and development of customer service personnel /agents across the country.• Ensure proper customer relationship management through- timely revert on queries/ Proactive information/regular visits is actively followed by frontline sales team.• Generate customer satisfaction feedback report and share with sales team and management.

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  DTDC Courier & Cargo Ltd.

  • Mumbai, Maharashtra, India

  • Zonal Customer Relation Manager

    • Dec 2009 - Oct 2010
    • Mumbai, Maharashtra, India

    Key Responsibility:• Heading CRM process with responsibility of building the team to provide sales support.• Conduct regular trainings & workshop for improving productivity among customer retention team towards ensuring a responsive and pro-active customer service to clients.• Monitoring service standard to all the major accounts by creating SOP’s / SLA’s.• Visiting strategic customers to understand their challenges and executing methodologies to resolve the same with the agenda of developing a mutually beneficial relationship.Highlights:• Key clients handled: IPL, BCCI, Kotak Group, Vodafone, Religare, Reliance Life Insurance, Bharti Telecom, Aditya Birla, and Mahindra & Mahindra etc.• Successfully enhanced business due to service level provided to various IPL projects and appreciation from the Tournament Director for handling critical project like IDTM (Dope testing).

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  Elbee Express Pvt Ltd

  • Mumbai, Maharashtra, India

  • National Manager - Customer Service & DILP

    • Jun 2004 - Sep 2009
    • Mumbai, Maharashtra, India

    Key Responsibility:• Leading All India Customer Care & DILP Department with a team of 25 Executives.• Monitoring service standard to all major accounts, monthly in person client review meetings for understanding challenges, ensuring better quality service and ensuring compliance of SOPs.• Analysing and submitting MIS reports to Senior Management.• Interfacing with operations and CS /DILP departments in all regional offices across country for timely data compilation.Highlights• Key clients handled: HDFC, GSBI, ICICI, Kingfisher, KOTAK, DB BANK, etc.• Successfully enhanced business due to service level provided to various clients like Kotak Bank, Bharti Teletec Delhi, Zoomin, Accord Services, Star Express, etc.• Streamlined DILP process with effective response by branches.

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  Medimanage India Pvt Ltd.

  • Mumbai, Maharashtra, India

  • Team Leader

    • Oct 2003 - May 2004
    • Mumbai, Maharashtra, India

    Job Profile:• Retaining cooperate sales by providing follow-ups and handling team of telemarketing & sales.• Ensuring achievement of targets given by the management.Highlights• Successfully handled a team of 4 telemarketing executives and 2 sales executives.

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  Andromeda Pvt Ltd

  • Mumbai, Maharashtra, India

  • Tele Marketing Executive

    • Mar 2003 - Sep 2003
    • Mumbai, Maharashtra, India

    Key Responsibility:• Leading a team of six Tele-callers with focus on achieving pre-set target.

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  BITS Computer Education

  • Mumbai, Maharashtra, India

  • Front Office Counsellor

    • Jun 2000 - May 2001
    • Mumbai, Maharashtra, India

    Key Responsibility:• Responsible for enrolling new students by provided updated course and course details.• Maintaining the enrolment details and petty cash for the institute.