Manager CRM (Customer Relationship Management)
Al Jazirah Vehicles
Total years of experience :25 years, 6 Months
Setting up CRM dept. for AJVA which included establishing of Contact Center on Cisco platform from IT & Operations perspective.
Led and managed the Inbound & Outbound team in the contact center.
Prepared MIS reports and statements to provide feedback to management on financial performance and business parameters
Applied Process improvements across different processes in order to enhance revenue and profitability of the business.
Developed and implemented KRA’s for the entire team.
Leading & supervising a 45-member team comprising Marketing, Sales-Lead Management, Collections & After-Sales.
Setting up the CRM module in the ERP application.
Worked closely with HR to deploy PMS across the team.
Having transferable Iqama
Supervised process migration for Customer Service, Credit Operations and Credit Support Team of Ingram Micro, Ontario, Canada to Infosys, Bangalore, India
Defined the SLAs in coordination with senior management team of Infosys and Ingram Micro
Played a key role in minimizing the aged outstanding.
Improvised collection percentage from 67% pre-transition value to 93% on an average
Supervised process migration Accounts Receivable & Collection process for Thomas Cook - Accenture at Peterborough UK to Bangalore, India
Improvised collection percentage from 67% pre-transition value to 93% on an average
Significant Accomplishment:
Bagged ‘Eclat Award’ in recognition of exemplary performance and leadership at Accenture
Led the engagement in the eSCM certification eSCM (eSourcing Capability Model)
Transitioned receivable / collections processes from onshore based in Peterborough, UK to offshore center at Bangalore
Utilized the collection of credit card machines from merchants upon closure
Implemented the idea of segregating worked items to a different queue in order to avoid duplication and bring down the queue volumes
Applied innovative methods of tracking stock returns
Spearheaded a wide range of functions such as retail operations, revenue management, training and development, boosting revenues, so on
Administered diverse activities encompassing recovery, collection, risk, CRM, revenue management, service operations, training, so on
Dual Specialization in Finance & Operations