Client Service Executive
Sterling Information Resources Pvt Ltd (Sterling Talent Solutions - India Office)
Total des années d'expérience :18 years, 11 Mois
Designation: Client Services Executive - (Account Management)
Sterling Talent Solutions is the World’s Largest Background Investigation Company in America. My job here involves managing a group of accounts having a ticket size of USD 5 Million+ in annual revenues. They include clients like Wal-Mart, ASAP Drug Solutions, Marriott, DISH Network, E-Verifile, Star Systems etc. and many more clients, with regards to the below mentioned aspects. The job involves a lot of communication and negotiations with the clients through Emails / Calls / Chat / Salesforce:-
Business Development
Client Servicing & Management
Responsibilities:
• Provide Resolution in terms TAT / ETA for background checks ordered by them.
• Resolve issues such as Technical (System integration issues), commercial (Billing & Invoices) with the clients.
• Act as a point of escalation for customer issues, achieving resolution by engaging all available resources, and minimizing the need for further escalation.
• Assist clients by conducting training on using our system, for both Individuals and Groups.
• Reach out to customers pro-actively to review Sterling Talent Solutions performance vis-à-vis to client expectations.
• Provide daily / weekly MIS reports with regards to outstanding requests, and provide steps / solutions to mitigate the same.
• Conduct QBR’s with each client, to understand and review their business needs and Up-sell services / products wherever / whenever required.
• Training of existing / new team members with regards to soft skills, client handling, process workflows / mapping.
• Act as a single point of contact between customers and other departments (International Team, Drug Testing team / Verifications team / Criminal Check Team / Credit Check team / Order Creation team / Billing Team), to resolve various issues / expectations which otherwise would hamper their productivity.
• Manage new Account Setup process within the prescribed TAT, which involves a lot of stakeholders.
Achievements:
• Have been awarded the Certificate of Excellence as the “Top Performer of Client Services for the First Quarter of 2017”
• Have been awarded the Certificate of Excellence as the “Overall Best Performer of Client Services for the Year of 2016”
• Have been awarded the Certificate of Excellence as the “Top Performer of Client Services for the First Quarter of 2015”
Responsibilities:
• Managing sales and marketing activities.
• Negotiation with Agents / Customers on sales functions and monitoring of activities - Developing of innovative sales strategies to increase market presence, visibility and achieve annual Budgets.
• Focus and monitor the set KPI's for each business partner on a quarterly basis and take corrective measures if required to be in line with the KPI's.
• Participate on discussions with Key retail partners, for all sales and marketing related activities and promotions based on their regions marketing calendar.
• Focus on business development in virgin territories and preparing strategies to develop the business for long-run.
• Work with Sales leadership to generate ideas for sales contests and motivational initiatives.
• Established and adjusts selling prices by monitoring costs, competition and supply and demand.
• Meet the customers to discuss their evolving needs and to assess the quality of our company’s relationship with them.
• Identify emerging markets and market shifts while being fully aware of new products and competition status.
Responsibilities:
• Supervise the team on the sales floor with frontline selling skills, go-to-market strategy & executing campaigns to drive pipeline growth & revenue.
• Lead by example & provide support to Team Members, with regards improving sales performance.
• Act as a point of escalation for customer issues, achieving resolution by engaging all available resources, and minimizing the need for further escalation.
• Supervise & manage the Opening/Closing tills to ensure completion of transactions before the end of shift.
• Assist Leadership team with ordering stocks & undertake inventory checking.
• Promoting various Products of the company to all levels of Customers
• Ensuring that all the correspondence & reports for the Shift are processed on time
Responsibilities:
• Managed a team of 50+ Customer Care Executives along with 4 Supervisors in terms of Sales Productivity.
• Impart Process related training regularly (Dish Satellite) and doing refresher training on various aspects like Communication Skills. Tele-Marketing Tips, Personality Development, Listening Skills, etc.
• Ensure that all the correspondence and reports are sent to the respective Department Heads & Leadership team on time.
• Monitoring and coordinating all the written communication.
• Handling Supervisory and difficult calls.
• Interacting with clients and responding to their requirements by providing them with all the critical information that impact on decision making.
• Setting up Team Targets and ensure a focused approach for the same.
• Coaching, mentoring, motivating and providing on the job support to Team Members.
• Ensuring strict compliance with the do’s and don’ts of the process & organization.