Customer Relationship Manager
Vodafone Idea Ltd
Total years of experience :9 years, 0 Months
• Providing best in class customer experience by efficiently responding to customers stated and unstated needs, resolving customer’s complaints (received through different modes i.e. social media platforms, emails and voice calls) and building customer loyalty and brand image.
• Lead and manage the team and work with cross function teams to optimize the relationship with customers in order to drive sales growth and sustained, long-term profitability.
• Proactively identifying customer needs and getting in touch with the customers, conducting customer engagement programs for delightful service experience.
• Generating business opportunities through cross and up cross selling.
• Building customer centric approach within the team by continuously guiding, counseling and leading team by example.
• Enhancing customer experience by implementing and reviewing standard operating procedures. Suggesting amendments in existing procedures to continually improve customer relationship.
• Coordinating with other organizational departments for providing quick and delightful experience to the customers.
• Conducting cross functional meetings to identify process gaps/improvement areas and implementing process improvement strategies.
• Liaising with internal and external stakeholders to support and implement strategies impacting customer experience and expectations.
• Collating customer feedback through direct interaction with customer, feedback from customer touch points and analyzing computer generated complaints from the customer to identify process gaps and taking corrective and preventive actions.
• To participate and lead customer service initiatives and projects to enhance customer engagement and experience.
• To conduct customer engagement programs to obtain information on customer insights/market feedback and to increase customer loyalty.
• Generating and presenting reports and dashboards periodically pertaining to customer satisfaction and other process KPIs.
• Managing as team of retention executives working towards complaint handling and retention of ultra high value customers.
Achievements:
• Winner of Highest Performance Honor Award I-MAD for Apr’13 to Mar’14.
• Six times been awarded for Superstars for an exemplary display of Speed, Simplicity & Trust at work.
• Received Thank You Cards from Business Head for delivering Excellent Customer Services and generating maximum revenues through cross and up selling.
• Received appreciations from customers through various modes (Mails, letters, Social Media etc.).
• Offering sourcing and customized pre-hire skilling solutions for leading corporate.
• Sourcing Manpower from different areas as per the requirement of client.
• To assess client’s manpower needs, mobilizes & selects candidates and provides training & certification against specific roles.
• To ensure 100% fitment against openings received from clients.
• Imparting training to the enrolled candidates.
• To ensure all records updates and files as per defined in the process manual.
• Responsible for executing the training process needs assessment, development of training programs, delivering of training programs and evaluation of effectiveness of training.
• Responsible for 100% role holder coverage for all the programs.
• Evaluate training and development to determine effectiveness of training and to help guide change and improvement.
• Designing and implementing methodologies for effectiveness of training programs.
• Conduct regular feedback sessions to ensure the proper development of the employees.
• Training and coaching for Retail & Customer Service Teams on professional skills, soft skills, selling skills, channel handling skills & various Knowledge development programs.