Key Account Manager
commit
Total des années d'expérience :7 years, 10 Mois
• Established Control on all the company accounts provided by Etisalat by having a strong engagement with the customers in terms of their needs.
• Handled customers issues on high level escalations and solved them by convincing and making them understand the procedure how it will help and benefit them.
• Meeting sales targets every month but pitching about the new products to the customers in terms of Mobility, Fixed services, Digital Services.
• Meetings with the customers on Daily basis and make sure that every account which is given in my base doesn’t face any issues and doesn’t have to worry to go to business center for any sort of requirement with Etisalat.
• CRM update on daily basis.
• Interacting with the Customer Administration team and field sales Managers in case of disputes on pricing.
• Having the Appointments with the CEO’s of the companies for the Digital services for the company’s Revenue Control in terms of migrating with Etisalat.
CSR), Quality Analysis, sales, retention & Training & Development.
Job Responsibilities and Key Skills
•Managed customer calls to help them by resolving their issues on billing, installation, and technical issues related to the internet and retaining the customers when they call in to cancel their accounts.
•Responsibilities included, accounts collection & payment accounts. Where in if customer is unable to clear the balance in such cases we use to check if the customer is having and past history related to the billing with another internet service provider and we use to help them to resolve their billing by placing some offers and bill adjustments.
•Handled a team of 13 persons as I was appointed as a Quality Analysis to listen their calls and give them the feedback to improve themselves on quality compliance, empathy, sympathy on call and once the issue is resolved how to pitch for a product sale.
•Also handled Client calls every week once the feedback is delivered and use to discuss about the parameters where the improvement should be done on call and in group use to deliver the feedback how it can be improved as per the Client requirement.
Payment Applications
•Research on unidentified payments.
•Authorizing and processing Credit & refunds if required by checking the customers past history and the previous case for which customer raised a concern.
•Interacting with the Customer Administration team and field sales Managers in case of disputes on pricing.
Performance and Operations Management
•Managing team’s daily performance
•Conducting team huddles to plan daily strategy, sharing daily updates.
•Evaluating individual performance through-Associate Evaluation system- designed by the organization to benchmark individual performance
•Provide performance related one on one feedback.
The original SITEL (systems international telemarketing) was founded in 1985 by James F.Lynch as a result of his purchase HQ800, an answering service company owned by United Technologies.
In June 1985 SITEL became the first publicly traded, independent teleservices company and was listed on the NASDAQ through an initial public offering (IPO) Six months later, they moved from NASDAQ to the NYSE as 'SWW'. On January 30, 2007, ClientLogic Corporation announced its acquisition of SITEL Corporation. The combined company would now be called Sitel (now in lowercase letters) and its headquarters moved to ClientLogic's headquarters in Nashville.
Education – High School- Howard public school'10 (osmania university) Intermediate- New chaitanya junior college (Osmania university) B.com- st.paul's degree college (osmania university)