Sr. Executive at Axis Bank (2022-09 – Present)
- Spearheaded PAN India CRM ID creation and allocation process, ensuring efficient onboarding of all employees across multiple branches.
- Managed allocation, deallocation, modifications, and system logics for branches and reporting managers, optimizing workflow efficiency.
- Provided comprehensive support and troubleshooting assistance to employees for accessing the CRM Next application, resulting in increased user satisfaction and productivity.
- Collaborated with cross-functional teams to implement system enhancements and updates, improving overall system functionality and user experience.
- Developed and delivered training sessions for new employees on CRM application usage and best practices.
- Acted as a liaison between business stakeholders and IT teams to communicate user requirements and facilitate system improvements.
ORM Executive at Tata Digital (2022-04 – 2022-08)
Sales, Service and Social Media Management of Brand Equity directly impacting Brand Revenue i.e TataNeu.
- Monitor online mentions, reviews, and feedback across various digital platforms including social media, review sites, forums, and search engines.
- Respond promptly and effectively to customer inquiries, complaints, and feedback to resolve issues and maintain customer satisfaction.
- Stay updated with industry trends and best practices in online reputation management.
Command Centre Executive at Reliance Jio Infocomm Limited (2015-06 – 2021-08)
- Effectively managing the SLA of the complaints received at DOT/NCH/TRAI/TCCMS/Appellate Authorities/Web sites/Helpline & Applications.
- Handled SLG (Senior Leadership Group) complaints for Chairman Escalation Team along with preparing RCA of the critically Escalated Complaints. Ensure the customer is heard appropriately.
- Ensured timely follow-up and updates to the stakeholders on each case.
- Providing Training & Guidance to new Team members.
- Handled team, in absence of the manager. Basis this performance was promoted to NHQ Escalation Team, since Mar'16.
- Overall customer support including inbound calls & Email during the Soft Launch phase for queries and complaints related to Jio services, Open Wi-fi.
- Participated in testing Jio products sharing relevant feedback for improvement of customer experience.
Travel Booking Officer (Air India) at Sutherland Global Services (2013-11 – 2014-06)
Worked with Sutherland Global Services as an Officer, Travel for International/Domestic flights for Air India process.
- Assisted customers with ticket booking and provided complete itinerary.
- Promoted to First class and J class (Business class) category customer in 3 months. Handling end to end Itinerary of the passengers including ticket booking and LIMO services.
- Further transferred to AI Escalations Department (AI Intelligence) to investigate the events behind each complaint regarding Travel booking/Journey related issues.
- Preparing complete synopsis of customer interaction email/voice & investigate. Providing the monthly received complaint report to the corresponding authorities including clients inorder to progressively avoid Customer escalations.
Customer Relation Executive CSD at Adecco-SistemaShyam Teleservices Limited (MTS) (2011-08 – 2012-05)
Worked with MTS as Customer Relation Executive-CSD in multiple stores basis client requirement.
- Manage footfall/walking in store and provide services to relevant issues along with selling MTS products/recharges as per customer interest.
- Presenting and explaining the features and specifications of the product to the customers visiting the store.
- Handled team of 3 to 4 executives in the store to provide end to end resolution for customer concern related to Devices, Dongles and recharge plan benefits.
Customer Service Associate at Reliance Communication (2009-08 – 2010-12)
- Handling inbound calls during the initial launch phase.
- Promoted to Star Retailer Desk assisting the query of retailers generating high revenue for company.
- Educating the Retailers about the recharge plans and the commissions & benefits linked with them on target completion.
- Educating Retailers about the difference between FRC, Existing plan, Tariff, Top up, Plan Validity, Popular plans etc.
