Basic knowledge of MS Office, MS Access,CRM & Internet Applications
Aanchal Mangla
CS And CRM Professional
Faridabad
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Experienced in CS and CRM with over 7 years of experience in E-Commerce. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
7
7
years of professional experience
16
16
years of post-secondary education
1
1
Language
Work History
Senior Relationship Manager – Service
Matrimony.com Ltd
New Delhi
06.2018 - Current
- Carried out day-to-day duties accurately and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Increased customer satisfaction by resolving issues.
- Actively listened to customers, handled concerns quickly and escalated major issues to Manager.
- Handled more than 100 calls, email and chat per day to address customer inquiries and concerns.
- Participated in team-building activities to enhance working relationships.
- Used coordination and planning skills to achieve results according to schedule.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Handled social media and hyper complaints with 100% resolution and positive feedback.
- Handled super rich, politicians, bureaucrats, businessman and other VVIP's.
Key Account Manager - Service and Operations
Unified Collaboration Services LLP
New Delhi
10.2016 - 05.2018
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.
- Managed customer relations on ongoing basis to maximize customer retention.
- Created customer support strategies to increase customer retention.
- Assisted with conflict resolution during partnership negotiations and acquisitions.
- Established performance and service goals and held associates accountable for individual performance.
- Coordinated with team for VC setup events to MNC, Corporate and Politicians.
- Saved More than INR 200000 by implementing cost-saving initiatives that addressed long-standing problems.
Key Account Executive
Youth4work.com
New Delhi
10.2015 - 09.2016
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Analyzed key competitors to respond to competitive threats.
- Created sales forecasts to target daily, monthly and yearly objectives.
- Developed thorough understanding of key clients' needs and requirements to prepare customized solutions.
- Worked independently with minimal supervision.
- Negotiated prices, terms of sales and service agreements.
- Informed customers of promotions to increase sales productivity and volume.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Completed daily out bound calls up to 2 hours per day.
Education
Bachelor of Laws Honours (Professional) - Law
Institute of Law & Research, MDU
Faridabad 08.2012 - 03.2017
12th Passed - Commerce
D A V Public School, CBSE
Sector 14, Faridabad 05.2010 - 05.2012
1st To 10th Passed -
D A V Public School
Sector 14, Faridabad 04.2001 - 04.2010
Skills
Managed Service Provider (MSP) Relationship Management
Service coordination
Effective customer service
Sales and service-oriented
Developing customer relationships
Team Management
Escalation Management
Strategic Planning
Team Supervision
Key Account Management
Software
Timeline
Senior Relationship Manager – Service
Matrimony.com Ltd
06.2018 - Current
Key Account Manager - Service and Operations
Unified Collaboration Services LLP
10.2016 - 05.2018
Key Account Executive
Youth4work.com
10.2015 - 09.2016
Bachelor of Laws Honours (Professional) - Law
Institute of Law & Research, MDU
08.2012 - 03.2017
12th Passed - Commerce
D A V Public School, CBSE
05.2010 - 05.2012
1st To 10th Passed -
D A V Public School
04.2001 - 04.2010