Girija Handrale

Customer Experience and Support Operations

• Spearheaded the launch and stabilization of the Customer Experience for Auctions vertical, delivering a seamless support structure under my leadership.
• Achieved significant improvement in Net Promoter Score (NPS), elevating it from negative figures to double digits through strategic process enhancements and robust service delivery.
• Built and scaled a high-performing team of 30 members, providing comprehensive training and equipping them to execute dealer support processes effectively.
• Designed and developed an in-house ticketing system in collaboration with the product team, streamlining workflows and enhancing issue resolution capabilities.
• Worked on Salesforce integration to develop a robust internal ticketing system, ensuring efficient tracking and resolution of dealer concerns.
• Successfully managed the operational aspects of the Seller Support Team, leading a team of six to streamline support operations and improve customer satisfaction.
• Ensured end-to-end ownership of processes, from development to execution, resulting in measurable improvements in dealer and seller experience.

• Creating foundations to enable CS team to scale effectively through optimizing existing processes and developing new ones
• Manage biggest enterprise accounts, working with teams across the business to ensure their success and reporting on their health to the Leadership Team and the wider business
• Work closely with CS Lead on shaping and embedding CS Strategy
• Leverage experience to guide and support the CS team so can learn and grow collectively.
• Proactively identifying and addressing systemic gaps in collaboration and communication, working cross-collaboratively to improve alignment.
• Facilitate deeper alignment across the commercial teams (Growth, Sales, CS and Partnerships) to ensure our priorities are always in sync with each other
• Solving complex business problems by finding creative and innovative solutions. You'll translate ambiguous situations into clearly defined outcomes with documentation to support this.

• Help restaurants market, engage and connect with their audience better by getting them on boarded with zomato
• Effectively search prospective clients and convert sales leads, which could range from stand alone restaurants to chains with national presence
• Manage end-to-end client relationship including pitching, negotiation, contracting, billing/ invoicing, payment collection, result tracking and troubleshooting
• Ensure daily reporting as per tools made available from time to time and timely and accurate updating of account data in existing sales MIS systems
• Handled all customer relations issues pleasantly, enabling quick resolution and client satisfaction

• Collaborated with vendors and built effective partnerships devoted to capitalizing on emerging and sustainable sales opportunities for HR Tech Saudi
• Contacted c- level executives , key decision makers to generate new business for our product to achieve company goals and closed business across various industry verticals
• Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities
• Drove team revenue totals by bringing in over $75000 in sales in yearly sales cycle
• Exceeded sales goals by 10% to increase revenue and facilitate selling of B2B Events, Summits, Conferences
• Researched potential clients and markets to prepare for appointments
• Coached 12 sales associates in product specifications, sales incentives and selling techniques
• Traveled across continents for execution of the projects managed

• Achieved sales goals of $120,000 and service targets by leveraging interpersonal communication skills and product knowledge to cultivate and secure new customer relationships
• Prospected at least 40 leads each month and leveraged sales skills to achieve consistent 20% conversion rate
• Effectively secured and negotiated contracts with high-value clients in collaboration with Global Partnerships Manager
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
• Enhanced profitability by developing pipelines utilizing marketing and sales strategies
• Traveled to various countries and cities to execute the projects that were undertaken