Summary
Overview
Work History
Education
Skills
Certification
Disclaimer
Hobbies and Interests
Accomplishments
Affiliations
References
Timeline
Generic
Aarti Varlyani

Aarti Varlyani

Raipur

Summary

  • 7+ years of corporate experience in: -Delivering utmost customer satisfaction driven strategies -Managing overall team performance aligned with the company values and ambition -Ensuring a consistent 90% customer satisfaction rate of the entire team -Implementing Innovative, resourceful, and adaptable, generates optimal results with a positive work ethic, energy, and desire to continually build on success.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Quality Auditor & Trainer

HealthifyMe
Bangalore
04.2024 - Current
  • Conducted internal audits to ensure compliance with quality standards.
  • Investigated customer complaints and initiated corrective actions.
  • Briefing: Daily updates on procedures, D-Sat findings, peer feedback, performance, and motivation.
  • Advisor Daily Review: Daily one-on-one sessions to address performance gaps and set targets.
  • D-Sat Tracker: Daily maintenance of D-Sat analysis.
  • Team Leader Meeting: Daily updates with team leads on the program and performance.
  • CP/PIP (Review): Weekly progress review with advisors. To appreciate the efforts of the team by highlighting the best chat and scope for improvement.
  • Led weekly briefings on team performance.
  • Scheduled and facilitated bi-weekly assessments with the Span Manager.
  • Facilitated workshops focused on boosting performance with PIP.

Subject Matter Expert

HealthifyMe
Bangalore
04.2023 - 04.2024
  • Effectively managed a high-performing team of up to 20 members.
  • Leading efforts to onboard high-profile business leaders, and representing the company at Healthify-Ignite as an ambassador for offline sales campaigns.
  • Successfully onboarded and collaborated with prominent firms, including Blume Ventures, Google, and other leading venture capital entities.
  • Developed and implemented comprehensive training programs, enabling team members to deliver exceptional customer experiences.
  • Conducted regular evaluations of team performance and engagement, significantly reducing attrition rates, and fostering a positive work environment.
  • Conducted training sessions to enhance team proficiency with Intercom, Freshchat, and Freshdesk tools.

Senior Executive

HealthifyMe
Bangalore
04.2022 - 04.2023
  • Set and monitor performance targets and metrics, ensuring the team consistently exceeded goals through continuous support and proactive management.
  • Onboarded notable corporate partners, including Vani Kola (Venture Capitalist) and Mr. Vikas (Google), strengthening the company’s corporate network.
  • Leveraged Slash Tool to efficiently onboard up to 60 clients daily via chats and calls.
  • Led the campaign for offline sales, and represented the brand for a new product launch.
  • Led executive-level meetings focused on setting company objectives, resolving issues, and addressing opportunities.

Customer Delight Executive

HealthifyMe
Bangalore
10.2021 - 04.2022
  • Answering customer calls courteously to provide information about products and services, arranging consultations and obtaining feedback about service
  • Interacting with customers through phone e-mail or online chat medium concerning various queries.Ensuring the satisfactory resolution of customer grievances
  • Ensuring appropriate escalation of unresolved complaints
  • Reviewing customer subscription details, establishing rapport with the customer, and retaining customer base and revenue
  • Keeping the records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions are taken
  • Maintaining a balance of customer satisfaction while retaining revenue

Guest Trainer (software & Customer Services)

Indigo Airlines
Raipur
10.2020 - 10.2021
  • Lead Guest Instructor in Indigo Airlines [DCS Expert].Customer Service Instructor for training batches ,ifly
  • Gonow guest trainer for stations and trainings
  • Supervising training of new hires and mentoring of existing staff on ticketing code, boarding and deplaning strategies along with the requirements, and assisting in complicated and VIP ticketing issues and maintain records of successful completion
  • Performing training in a classroom setting and as live calls to transition students to their assigned teams also developing policy and procedures and training materials in accordance with departmental needs and company approved requirements
  • Improved productivity for independent servicers, transitioning from classroom to online technical training curriculum
  • Involved with recurrent training, curriculum development, and implementation training for new policies, procedures & systems
  • Did TTT training for trainers,LMS coordination for trainees,made ppt for soft skills projection,training for ground staff as system and soft skills trainer, efficiency in cost cutting
  • Delivered International DCS and customer service training programs across airports [ mumbai ,bangalore,delhi,kolkata,chennai]
  • Directing the customer experience enhancement, floor support and took any calls from customers who wanted to speak to a supervisor or assisted employees with any questions they had
  • Performed OJTs for batches

Customer Service Executive

Indigo Airlines
Raipur
03.2018 - 10.2021
  • Worked at the airport on multiple allocations looking after the passengers at departures , arrivals , boarding gates , reservation
  • From small to all the big queries just making sure that they are travelling with a happy smile on their face and looking after their safety and security accordingly
  • WORLD TRACER trained as worked at arrival for a long time at the airport raised AHL's and DPR's.Assisted the passengers during IROPs and cancellation giving them option of other flights , hotel and lounge accommodation as per the cancellations
  • Proficient on how to use different aviation software like Navitaire, skyspeed, Gonow,Station
  • SPOC for software Gonow
  • Looking after multiple reports of arrivals , like no
  • Of cases , complaints , first bag last bag reports etc
  • After cancellation assisted customers with alternate flights on spot or giving them hotel accommodations
  • Have gone out of box for many customers and received many appreciations
  • Launched software Gonow in raipur [station lead for gonow]

Education

BACHELORS OF COMMERCE - MARKETING

Pt.Ravishankar Shukla University
Raipur
04.2017

12TH - COMMERCE

Delhi Public School
Raipur
04.2014

10TH - CBSE BOARD

Delhi Public School
Raipur
04.2012

Skills

  • Client Relationship Management
  • Quality control processes
  • Root-cause analysis
  • Lean Six Sigma – White Belt (AIGPE)
  • Lean Six Sigma – Yellow Belt (AIGPE)
  • Team building and training

Certification

  • Certification in digital marketing by Google.
  • WTW certified.
  • Best Communication Award.
  • 6e service guru for best customer service.
  • Six Sigma White & Yellow Belt

Disclaimer

I hereby declare that all the above information is correct and accurate.

Hobbies and Interests

  • Creative Writing
  • Anchoring
  • Travelling

Accomplishments

  • Awarded for delivering the best servies to the team overall in the company

Affiliations

  • Volunteer in NGO for educating the poorly people & been part of meditation groups as a volunteer.

References

References available upon request.

Timeline

Quality Auditor & Trainer

HealthifyMe
04.2024 - Current

Subject Matter Expert

HealthifyMe
04.2023 - 04.2024

Senior Executive

HealthifyMe
04.2022 - 04.2023

Customer Delight Executive

HealthifyMe
10.2021 - 04.2022

Guest Trainer (software & Customer Services)

Indigo Airlines
10.2020 - 10.2021

Customer Service Executive

Indigo Airlines
03.2018 - 10.2021

BACHELORS OF COMMERCE - MARKETING

Pt.Ravishankar Shukla University

12TH - COMMERCE

Delhi Public School

10TH - CBSE BOARD

Delhi Public School

Similar Profiles

CREATE PROFILE
Aarti Varlyani