Channel Management
Air Miles
Total years of experience :16 years, 4 Months
Act as the primary point of contact for key client account (Rotana Hotel Bookers).
Have been working as an Assistant Supervisor, managing a team of 14 advisors with different nationalities.
Lead a team of 4-5 people with different nationalities, in selling/acquiring new Air Miles members during campaigns.
Achieved 125% of the sales target during campaigns.
Liaise with clients to resolve any functional gaps and issues in order to maintain consistency at all customer touch points within the customer care domain.
Ensuring Service level being achieved more than forecasted and procedures duly followed by the entire team.
Taking care of daily communication along with the Sales team(Commercial Team) in managing the Partner Account.
Managing calls queues, email queues, product training and escalation.
Coordinating with Commercial and Rewards team in case of any process changes.
Communicate the client’s goals and represent the client’s interest to the team.
Deliver world class customer service and build customer satisfaction and loyalty.
Provide effective and timely resolution of a range of customer inquiries.
Provide effective customer support ensuring minimal complaints and on time deliveries of all rewards.
Complete ongoing training to stay abreast of product, service, and policy changes.
Last profile included, analyzing 3+ callers in day. Gave resolution and passed on process improvement ideas to the management. The department was headed by our VP.
Responsible for customer service for our clients in UK regarding billing.
Ensuring customer retention in the best possible manner.
Educate customers on bill enquiries.
Analyse repeat customer accounts.
Ensure all aspects of customer service are met.
Make sure that quality is also met while providing customer service.
Assist, train and mentor new Contact Centre staff.
Handling complaints and making sure that they are resolved promptly.
Monitor calls for the new staff and coach them.
Achieving targets set by the Team Leader on daily basis.
Supporting Team Leaders to achieve company SLA.
Ensured calls are being answered professionally, with accurate processes being followed.
Selling Demat account and Trading account
Achieving sales targets by way of acquiring new clients and generating revenue in terms of brokerage.
Acquisitions of new relationships and Handling existing clients.
Increase customer base of the company.
To maintain & follow up the accounts plan for each of the existing relationship.
Coordinating between the Client and back office operations team
Achieving sales targets by way of acquiring new clients.
Educate customers and sell product and services.
Following up with prospective clients and converting them into customers.
Displaying the brand value.
Opted for Management, Marketing research and commercials.