Sr. Manager
FOUR YOU e-Solutions
Total years of experience :19 years, 10 Months
Company Profile : Retail eCommerce Aggregators
Client Relationship Management
• Product Management: Pricing Strategy, Competition Analysis, MRP Etc
• Marketing: Planning Marketing Promotions with Client and Getting executed through team
• SALES: Sales Target and Achievement Category wise, Market Place wise
• Inventory Management: Planning and Forecasting
• Trends & Analysis: Creating the Sales Trend Analysis, Assortment Analysis, Customer buying Analysis, Competition Analysis, Pricing Strategy, Creating Promotions plan, Scheduling Promotions and Driving Sales through Social Media.
• Project Handled : Pricing Strategy
Findings - Price Gaps were found as been mass product.
Suggestions - Right Price bucket were suggested so that customer can
view the products on the first page
Achievement - New Customers visited the product pages which in turn
resulted in Increase of Sales
• Project Handled : Competition Analysis
Findings - Competitor was not mapped clearly.
Suggestions - Competitor Online strategy was shared with client.
Achievement - Bottom Line Sales started lowering the % of Dead stock.
• Project Handled : Planning Marketing Promotion
Findings - Too many stakeholders results in time delay and lapse of
Marketing promotions.
Suggestions - Readiness for all kind of upcoming promotions for the entire
year and Category Managers were mapped accordingly.
Achievement - Execution of Promotions was very smooth and have got
compeleted before the deadline.
• Project Handled : Sales Trend Analysis
Findings - Styles were not close to the running market trend.
Suggestions - New Catalogue to include the upcoming trends.
Achievement - Customers were able to connect with the brand and
resulted in brand loyalty and also increased the no of
followers on Social Media Platforms.
• Project Handled : Social Media Presence
Findings - Not all the brands focus on building their social pages
Suggestions - To create the brand page as per image that brand portrays.
Achievement - Few brands started having questionnaire from their
previous customer and in turn resulted in Brand Connect.
Key Achievement: Has ensured 10+ clients were retained by the Organisation.
Operations:
• Catolouging and Listing
• Content Writing
• Keyword Mapping
• Sales Promotion: Tagging, Price Store, Banner, PPC (Pay per Click)
• Query and Feedback Management
• Team Management: Daily Task Allocation, Monitoring, Evaluation, Improvement.
• Market Place: Engagement, Planning & Execution and Deals with
• Amazon India, Flipkart, Snapdeal, Ebay.in, Rediff, Paytm, Shopclues, Myntra, Jabong, Craftsvilla, Limeroad, Mirraw, and Voonik.
• Project Handled : Cataloguing & Listing
Findings - Time consuming and loss of Business hours
Suggestions - Prior dummy Catalogue were created to save time in
business hours.
Achievement - Single point of contact for both the ends were created
along with dummy master catalogues were
Client Relationship Management
• Product Management: Pricing Strategy, Competition Analysis, MRP Etc
• Marketing: Planning Marketing Promotions with Client and Getting executed through team
• SALES: Sales Target and Achievement Category wise, Market Place wise
• Inventory Management: Planning and Forecasting
• Trends & Analysis: Creating the Sales Trend Analysis, Assortment Analysis, Customer buying Analysis, Competition Analysis, Pricing Strategy, Creating Promotions plan, Scheduling Promotions and Driving Sales through Social Media.
Operations:
• Catolouging and Listing
• Content Writing
• Keyword Mapping
• Sales Promotion: Tagging, Price Store, Banner, PPC (Pay per Click)
• Query and Feedback Management
• Team Management: Daily Task Allocation, Monitoring, Evaluation, Improvement.
• Market Place: Engagement, Planning & Execution and Deals with
• Amazon India, Flipkart, Snapdeal, Ebay.in, Rediff, Paytm, Shopclues, Myntra, Jabong, Craftsvilla, Limeroad, Mirraw, and Voonik.
Business Development
• Prospect for potential new clients and turn this into increased business through industry functions, such as association events and conferences.
• Cold call as appropriate within your market or geographic area to ensure a robust pipeline of opportunities. Meet potential clients by growing, maintaining, and leveraging your network.
• Identify potential clients, and the decision makers within the client organization.
• Consult with mid and senior level management on business trends with a view to developing new services, products, and distribution channels.
• Research and build relationships with new clients.
• Plan approaches and pitches. Work with team to develop proposals that speaks to the client’s needs, concerns, and objectives.
• Pricing the solution/service.
• Using knowledge of the market and competitors, identify and develop the company’s unique selling propositions and differentiators.
• Handle objections by clarifying, emphasizing agreements and working through differences to a positive conclusion. Use a variety of styles to persuade or negotiate appropriately.
Key Achievement:
1. Acquired Twelve Clients with Monthly Potential of each @ 50 Lakh
2. Managed to increase Business (Sales Out) of 4 Clients to 200% in First 6 Months
3. Set System and Process for Listing / Cataloguing/ On Boarding by setting Tracker.
•Cataloguing and Listing: Creation of e-store on Indian and International store and getting the products listed and mapped under the seller id. (international sites--ebay.com, amazon.com, amazon.co.uk, ebay.uk, asos.com, bestbuy.com, Marks & spencer, Tesco, buy.com, ao.com) (Indian Sites - Amazon india, Snapdeal and Flipkart)
•Keyword Mapping & Content Writing: Co-Ordination with the Content writer and mapping the searchable keywords for all the products.
•Sales Promotion: Tagging, Price Store, Banner, PPC (Pay per Click)
•Query and Feedback Management: Creating positive feedbacks on ebay and amazon sites, along with blog writing, Coloum writing and positive feedbacks on various referral sites.
•Vendor Management & Business Alliance: Sourcing the fastest selling categories vendor in India and in US to ensure the best deal and ensuring the better profit margin for the company. Creating list of vendors for future aspect of business under all needed categories for Office.
•Team Management: Daily Task Allocation, Monitoring, Evaluation, Improvement -- Customer Service, Digital interactive marketing, Vendor Management, Client Relationship Management, People management & Recruitment, Training & Skill Development and Logistics.
•Market research, market ongoing trend, market analysis, soft launch, action plan for loop holes, implementation stage and adhering to the day to day issues.
•Creating concept and technical development of new media advertising products, such as electronic commerce (ecommerce) and promotional websites, e-mail newsletter marketing, banner advertisements.
•Coordinate the internal design, development and production efforts to help businesses achieve their digital marketing and consumer outreach goals.
•Maintain and manage all databases.
People management & Recruitment:
•Preparing Action Plans & Analyzing the reports provided by Work force Executive.
•Assist and support resources department in hiring new employees.
•Conduct weekly staff meetings to maximize performance & supervising team of up to 3 Team leads & 58 Customer Service Representatives.
•Design and develop training material for the new staff.
•Participate in cross-functional team meetings & manage operational costs to maximize revenues.
•Prepare financial reports and statements for the top management, also administrative support to the senior manager and top management team. Manage multiple projects, develop detailed project plan, coordinate issues between client & 3rd party and produce key project deliverables.
•Create weekly schedules, solicit overtime, process payroll, and assign daily duties.
•Holds weekly meetings with Senior CSR staff and monthly one-on-ones with CSR staff & Handle disciplinary action as needed, documenting all conversations and keeping manager apprised. Prepare periodic MIS reports for the client and risk and compliance team, conduct periodic performance appraisals and feedback sessions for the Team Coach and Process Associates and provide on-time feedback.
•Assist with scheduling and forecasting of staff to maintain optimal service provided.
•Develop reward and recognition programs for teams.
Client Relationship Management:
•Participate in calls with the client to understand expectations, provide feedback and reports and resolve queries or escalations.
•Conduct and oversee quality and work audits and ensure that the team is compliant with internal and external regulations and procedures.
•Manage escalated customer enquiries / complaints.
•Execute business transformation activities within the team.
Generating Reports & Process Analysis:
CSAT Report/Communication Score Card/VOC/Critical Incident Report/Absenteeism Report shift wise daily/Schedule Adherence/Daily Tracker/Quality and MAFI Report/ SOP Tracker/Variance Report/Toggling Data/ AHT Report/Defaulter List and coaching agents based on all these data and improve their performance and minimize Outliers.
Responsibilities /Authorities:
• Manage Operations from process & measurement standpoint
• Set and assess representative’s performance expectations and performance, and create individual action plans
• Monitor associate customer contacts and provide constructive feedback on performance to individuals on a regular basis
• Conduct briefings and team meetings for team status updates, new product information, policy and procedures change, etc.
• Ensure key service center performance indicators are met and assist Operations team with performance summary reports creation
• Collect feedback from associates, managers, and Quality Coaching team to identify associate training and development needs
• Present current customer issues, trends, and recommended solutions to management
• Maintain current understanding of policies and procedures, website changes, new products and processes of company and customer service center
• Manage escalated customer enquiries / complaints.
• Execute business transformation activities within the team.
• Coordinate with the Process Leader (and at times the onshore team as well as offshore) to conduct needs analyses and facilitate / impart process & soft skills trainings for the team.
• Implement the rewards and recognition budget.
• Handling Pre and Post Sales of MPLS and Leased Line Circuits, which includes even co-coordinating with the FE and Supplier for post sales activities and for presales includes providing support to Reliance Globalcom sales team, with regards to identifying the carriers with lesser quotes and provide the same to the Reliance Globalcom sales team
• Producing the hygiene report for the circuits which are dew for Renewal of their contracts
• Maintain relevant information about approved carriers in the relevant to FLAG Telecom systems based on the list of approved carriers from FLAG Telecom.
• Establish and communicate business rules for ordering processes.
• Revise carrier contracts to the extent needed based upon improved terms and conditions
• Provide quote and required business terms of the selected supplier to Reliance Globalcom service delivery team for final ordering.
• Have Established the Standard Procedure for Quoting and ordering of circuits
• Additional Responsibilities:
• Intranet Updation by finding out ambiguity
• On floor Training of New joinees and daily shift briefing for the process.
• Scheduling and Space Utilization i.e. Designing Roster in co-ordination with WFM team
• Coaching agents for next level.
• Generating Reports-CSAT Report/Communication Score Card/VOC/Critical Incident Report/Absenteeism Report shift wise daily/Schedule Adherence/Daily Tracker/Quality and MAFI Report/ SOP Tracker/Variance Report/Toggling Data/ AHT Report/Defaulter List and coaching agents based on all these data and improve their performance and minimize Outliers.
• Daily Shift briefing on burning issues on real time basis and preparing DAILY BRIEFING POINTS as per the (MAFI) call monitoring done by QMEs to cover in all shifts
• Key Achievement: Maximum Team Members got PMS and rewarded in R&R in the year 2008 for Best Quality, Zero MAFI, SAR, Zero Absenteeism, and maximum Appreciation Call. Best Communication Team consecutive 3 months across 50 Team Leads.
Recoveries Customer Manager
• Overall Recoveries work encompasses handling inbound calls from UK end customer & client teams, complete policy changes through letters, make outbound calls to pursue hot leads or client specified campaigns, notify and service claims for active policies & complete task related to claims closure and recovery of outlay.
• Individual processes & role description to vary as per individual process requirements cover this scope of work.
• For Claims Department process, set up claims in accordance with compliance and client determined deliverables
• Make outbound calls whenever necessary to complete the claims set up and services the claim, closure of claim or recover outlay.
• Communicate with third party insurance companies to follow up outstanding recoveries (All Based in UK). Appoint solicitors whenever required as appropriate.
• Provide excellent customer service to the end customers of the client.
• Deliver on all clients SLAs defined from time to time have handle work allotted from time to time.
• Cross Selling & Up-selling any new products or also letting the customer know about new policies launched by our client.
• Mentoring the newly joined CSR’s on floor and also seeing to it that their productivity is on par with other Team Members.
• Supervisor: Amit Sharma & Mitul Mody
• Key Achievement: Got Maximum PMS (EE+) and rewarded in R&R in the year 2006 for Best Quality, Zero MAFI, SAR, Zero Absenteeism, and maximum Appreciation Call. Best Team Player consecutive 3 months across 70 Members
VSNL - Internet Leased Line Connectivity
Project: Email helpdesk (
Responsibilities /Authorities:
• Handle customer queries on Leased Line provided to them.
• Handle End-to-End Business queries and also the issues faced by corporate clients.
• Deliver on all Clients SLAs defined from time to time.
• Handle work allotted from time to time.
Supervisor: Aijaz Ansari
Citibank Credit Card Collections & Personal Loan
Designation - Sr. CSA
Responsibilities /Authorities:
• Handle customer queries on Leased Line provided to them.
• Handle End-to-End Business queries and also the issues faced by corporate clients.
• Deliver on all Clients SLAs defined from time to time.
• Handle work allotted from time to time.
Supervisor: Aijaz Ansari
Commerce Specialisation