Suvidha Vijayan

» Team member of Business team responsible for Flipkart Axis bank credit card acquisition. » Responsible for the target audience data availability for making it available for different CRM activities on a timely manner. » Identify the new set of customers for card acquisition. Coordinate with different teams to optimise the customer base for achieving the monthly target. » Vendor Management- Telesales partner- overall operations of the partner team. » Manage the day to day operations of 55 member telesales partner channel, which is an outsourced process for cobranded credit card acquisition. Own the acquisition channel; implement necessary and timely changes to bring in the best returns. » Plan weekly and monthly target audience, set strategy, direct and supervise the training/operations team to get it implemented at the agent level. Oversee the functioning of the team. Achieve the target » Build corporate relationships with vendors and stakeholders. » Coordinate with the partner bank for the smooth operations flow. » Publish weekly and monthly metrics report, dispositions report, cohort report and agent metrics report to the senior leadership. » Optimise the process flow in a periodic manner. Do data analysis and suggest the areas of improvement, coordinate with respective stakeholders such as insights, analytics, product and Engineering team for effective changes. » Design and fine tune scripts used, make timely changes and ensure the training of agents to improve agent and process efficiency. » Set up the 15 member Telesales team, process and optimised the work flow of the Personal loan business of Flipkart. » Lending operations management for the sellers in Flipkart- The telesales team is responsible for resolving the tickets from sellers with regards to the lending program from Flipkart. On a periodic manner there are new campaigns designed and executed to promote the lending program. Train the agents and ensure that sales target is achieved through it.

» Remote team management- Handling 3-member support team within Rx365 and also 40- member franchise team in West Bengal. Franchises are the channel partner who brings major part of business to Rx365. After joining, contributed improve the number of franchises and activated the sleeping franchise.
» Customer care team- Manage customer service team. Make sure the order fulfilment is done within the promised time. Intervene in order fulfilment expedition and order issue resolution. » Sales reports- Analyse monthly sales and generate sales report for the management. Take necessary actions to reduce service issues and reduce order cancellations and return. » Order management- Overview order flow on a daily basis and update the management on the order status and pending reasons. » Franchise relationship- To enrol franchises as channel partner for business development. To connect the franchises in call and in mail to establish and maintain good relationship with them. Ensure the payment from the franchise during enrolment and commission payment to franchise happens smoothly. » Marketing coordination- Support the marketing team in franchise enrolment, ensure the marketing material supply is smooth and timely. Mediate between the marketing team and the management on sales update. » Take feedback from the franchises related to app functioning. Ensure the possible changes are implemented. » Provide innovative ideas to improve sales and implements it successfully. » Provide content for Facebook, LinkedIn and other marketing materials.

(Herman Miller Dealer) Showroom Manager- (Dec 2019 to Aug 2020) 9 months

» Retail Sales management- Explain the product details to the walk in customers and assure they have a good experience in the showroom. Communicate with the customer till the successful order fulfilment. » Order Management- Ensure that the orders are delivered and dispatched to the customer on time. » Stock Maintenance- Assure the product availability is at the required level. » Client Data maintenance- Maintain the data of the customers for the management and future reference. » Digital platform updating and maintenance- Update LinkedIn, Facebook and Instagram about the showroom, offers and products.

» Pilot team member of Herman Miller E-com store for India. Hence the major responsibility was to set up an order management process and customer care process format. » Customer care- Receive the calls, mails and chats from the customer. Resolve their queries and issues. Provide the requested details or route them to the relevant departments or team, if it is not associated to E-com store. Zen desk was used for chat. » Order management- » Enter the orders into Syteline within the provided TAT of 24 hours » Coordinate with the factory team/dealer on dispatch date. » Coordinate with the delivery channels on the dispatch date and ensure dispatch happens on the promised time. » Coordinate with the customer in regards to the order movement. » Ensure hassle free order fulfilment for the customer. » Provide the best resolution for return requests. » Dealer management- Maintain good relation with the E-com dealers across India. Assure timely payment of commissions and claims within the promised time. Ensure the stock for E-com is maintained at dealer end as per the agreed accord during the inception of E-com store.
» Coordinate with finance team to ensure timely payment to different vendors. This includes payment to delivery partner, payment gateway provider, dealers and technical support provider. » Manage orders in Flipkart and Amazon. Update offers and discount on these platforms. Ensure the payment settlement from Flipkart and Amazon happens on a timely manner. Update finance team about payment break-ups for each order from these platforms. » Place test orders in a fortnightly basis to check the functionality of the E-com store. Inform the technical team and follow up with them to make sure the technical glitches are resolved as quickly as possible. » Sales report- Prepare and send weekly and monthly sales report to the Sales team. » Create contract for Asia and India as per the request from the sales team of these region. » Backup for Japan customer care team.

» Migrate the existing customers of 3000xtra - legacy product of Reuters to the new product of Thomson Reuters- Eikon. This includes entering orders into specialist permission or electronic fulfilment systems and working with internal customers to ensure the order is fulfilled as per agreed turnaround times and with accuracy. Supported APAC region. » Manage internal customer queries and communication in a professional and service-minded manner ensuring that resolution is provided even if not directly within own brief. » Discharge actions in a timely manner and follow up others as appropriate; keep others informed of all matters affecting their customers. » To consistently enhance customer experience through the highest service delivery of accuracy by meeting average quality and timelines to agreed average turnaround time, » Analyse data and report related transitions. Troubleshoot and resolve queries and issues. » Worked in Eikon free trial team, which provides free trial access to the potential sales globally. Other Experiences

Worked as journalist with news paper, online portal
Worked as Journalism lecturer