Client Relationship Manager at Stalwart People Services India Ltd. (2023-01 – Present)
- Managed end-to-end client relationship management, taking ownership of client grievances, escalations, service delivery, issue resolution, and relationship continuity across diverse business sectors
- Developed and implemented business strategies focused on client retention, service improvement, and new business development, while identifying opportunities to expand existing client relationships
- Managed key clients across Quick Commerce, Industrial, and IT sectors, including Blinkit, Flipkart, Swiggy, Reliance, Kuehne+Nagel, Kaynes Circuits, SILA Solutions, Prologis, Durr India, Workez, Dalmia, and UltraTech
- Coordinated and ensured timely completion of statutory and client-specific compliance requirements, working closely with internal operations, HR, administration, and other stakeholders
- Led and coordinated a 5-member management team, including General Managers, Operations Managers, and Client Relationship Executives, ensuring accountability, effective communication, and consistent service delivery
- Utilized Root Cause Analysis (RCA) and Corrective and Preventive Action (CAPA) methodologies to identify recurring operational issues, implement corrective measures, and improve overall client satisfaction
- Contributed to strategic planning, workflow streamlining, operational improvement, and staff welfare initiatives to strengthen service quality and employee engagement
- Played a key role in restructuring existing workflows and identifying opportunities to automate repetitive manual processes, improving efficiency and reducing dependency on manual intervention
- Introduced innovative, technology-driven solutions using AI and automation platforms such as Zapier and Claude, including internally developed tools and workflow solutions to improve operational efficiency
- Demonstrated strong accountability and ownership, maintaining high responsiveness to client concerns and escalations, including after-hours support where required by business needs
- Managed relationships in a service-intensive environment where approximately 70% of clients operate on a PAN-India scale, requiring strong coordination, responsiveness, and consistent service delivery across multiple locations
- Acted as a strategic bridge between clients, operations, management, and support functions, ensuring alignment of business expectations with operational execution
TRAINER & CSR AGENT at Vserve E-Business Solutions (2021-01 – 2023-12)
- Handling Calibration calls with client and warehouse regarding the stock arrival of products, tool complaints, steps in improvising the business
- Weekly Meeting with the Project Managers regarding the team performance and new updates in the process
- Maintain production and quality statistics of team for review with Project Manager
- Daily Meeting with team members to communicates client updates, complaints, requests and concerns to the team and provide effective feedback and coach subordinates with respect to quality
- Act as internal trainers for the new joiners (Fresher's)
- Provides input to Managers for the weekly/monthly/quarterly reports
- Handling all customer emails and calls regarding customer inquiries with accuracy and efficiency
- Answering to all the customer queries with maintaining turnaround time (TAT) for clients responsible is within service level guarantee
- Handling all customers' emails in Walmart, Amazon, eBay, Target and Funziez
- Resolving all negative product reviews to the customer satisfaction
- Handling all Account health and maintaining it to be a top seller of Month/Year etc
- Handling Voice of the customer and bringing up changes in the product by making some effective changes in the item as per most customer complaints
- Working with Warehouse members and Vendors, to improvise in the product based on customer complaints
- Handling Amazon answers and Bazaar voice, updating in the product page
ASSISTANT ADMIN at Isha Vidhya Matriculation School - Coimbatore (2019-01 – 2020-12)
- Manage and track School budgets to ensure effective deployment and spend in line with budget
- Worked as Admin Support and Tally Support
- Trained for Admin
- Leading and coordinating as a team supporting Backend administration works for the school
- Attending Govt meetings representing as School Admin
- Filing and validating Govt Docs of school
- Meeting and communicating to the relevant department officers or staff if needed
- Also worked as Tally support when needed
- Organising and coordinating School events
- Transport Management of the school
- Dedicatedly pitching new ideas to solve business challenges
REGISTRATION AND ENQUIRIES COORDINATOR at Isha Foundation - Chennai (2017-01 – 2019-12)
- Coordinating Online and offline enquiries from the website 'Ishayoga.org' for Chennai during First shift of the Day and during Second Shift Coordinating Front Office walkin enquiries for program registrations at Chennai Regional Office
CSR AGENT & MORTGAGE ANALYST at Sutherland Global Services- Chennai (2013-01 – 2015-12)
Customer Support Agent for the process - Intuit
- Mortgage Analyst
- Validating insurance documents
- Making B2B calls to insurance companies if there is any discrepancy in the received Doc
HOLIDAY CONSULTANT at Club Mahindra Holidays - Chennai (2013-02 – 2013-12)
- Holiday consultant
- Handling club members request and queries
- Walking them through the website for bookings
