Associate Pharmacist - Medlife International Private Limited
(2018-08 - 2019-07)
- Spearheaded the rollout of a digital prescription service, enhancing efficiency and accuracy—an early CX transformation initiative.
- Collaborated with medical professionals to ensure clear, compliant communication and patient satisfaction.
- Consistently achieved daily upselling targets, leading to a measurable increase in sales conversions and consistently surpassing overall revenue goals.
- Actively educated customers on the benefits of herbal supplements in parallel with their daily prescribed medicines, helping to enhance overall health and improve quality of life.
Customer Delight Officer - PHARMEASY
(2021-05 - 2023-04)
- Managed complex customer concerns with a focus on timely and accurate resolution, contributing to consistent NPS improvements.
- Contributed to increased sales by promoting herbal alternatives and supplements as complementary health solutions, working closely with the HMS (High Margin Substitute ) team to drive cross-selling initiatives.
- Played a key role in training and mentoring over 50+ employees, focusing on effective customer interaction, upselling techniques, and product knowledge to boost overall sales performance.
- Participated in the Performance Improvement Program (PIP), mentoring underperforming employees, helping them meet and exceed their sales targets through personalized coaching and strategic support.
- Recognized for positively impacting team performance and company revenue by improving individual and team sales targets, contributing to an upward growth trend in both sales and customer satisfaction.
CRM Manager - Seelingo India Private Limited
(2024-05 - 2026-01)
Sales Management & Client Relations: Acted as the primary point of contact for clients, managing sales processes while ensuring a seamless and personalized customer experience. Proactively handled all client interactions via chat and calls, swiftly resolving queries and addressing complaints with professionalism and efficiency.
- Collaborated closely with leading courier partners such as Ecom Express, Delhivery, DTDC, and XpressBees to ensure successful and timely order deliveries. Oversaw logistics coordination from dispatch to final delivery, ensuring operational excellence.
- Played an active role in the company's revenue growth by strategically adjusting product pricing, modifying Minimum Order Quantities (MOQ), updating product descriptions, and managing delivery charges to optimize sales performance.
- Maintained constant communication with the logistics team to ensure all orders were dispatched within 24 hours. Managed strict delivery deadlines, aiming to complete deliveries within 4–5 days while maintaining high customer satisfaction.
- Worked closely with both clients and delivery partners to minimize Return-to-Origin (RTO) rates. Successfully brought down RTO percentages to single digits through effective communication and pre-delivery coordination.
- Authored and implemented company-wide SOPs, ensuring smooth operations across departments. These guidelines improved workflow consistency and upheld quality standards across all stakeholder interactions.
- Collaborated with the Product Procurement team to gain a deeper understanding of strategic sourcing processes. Kept up-to-date with market trends to support smarter procurement decisions and boost overall sales.
