Microsoft Office
Abhilasha Ghai
Client Relations
Gurgaon,Delhi
Summary
Possessing over 7 years of experience; Proficient in analyzing customer inquiries, developing and implementing procedures, and solving complaints. Keen on implementation and management of a formal CRM and database marketing program. Focus on leveraging the company's data asset and increasing ROI on marketing spend through customer segmentation. Maintaining data hygiene, acquisition of customer prospect lists, and measurement of customer sentiment.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Assistant Manager - Customer Care - John Jacobs
Lenskart Solutions Pvt. Ltd.
Gurgaon, Haryana
10.2021 - Current
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Planned team-building exercises to increase employee performance and job satisfaction.
Customer Relationship Manager
I Dote
Delhi
11.2020 - 10.2021
- To maintain CRM Strategy & POA to Engage Customers
- Website Product Management, and overall website hygiene
- Social Media Coordination, including strategy and Management
- Weekly / Monthly MIS & Website Analytics - and data analysis of website sales
- Alignment with Omnichannel. Social Media, Media, Offline and Online ( Website + Market Place)
Customer Care Executive
Nicobar Design Studio
Delhi
11.2018 - 11.2020
- Successfully securing an average 75 percent conversion amounting to 4-5 Lakhs per month in abandoned & failed conversions
- Providing accurate information about products, received or cancelled orders, and resolving complaints of guests
- Introducing new features to loyal guests; ensuring timely follow-ups with all guests and providing feedback to management.
- Evaluating vendors and logistics for delivery for cost efficiency and timely& safe dispatch of finished goods.
- Executing testing activities for any new features on the website and making updates accordingly
Customer Relationship Manager Cum Merchandiser
Fortuna Colors and Prints LLP
Gurgaon, Haryana
03.2017 - 11.2018
- Managed customer escalations and resolved conflicts
- Conducted product and production inspections
- Assisted in development and execution of outbound email campaigns aligned with merchandising strategy.
- Performed vendor management activities and maintained cordial relationships with third party suppliers.
- Solicited printed samples on behalf of product development team and getting samples approved and negotiating price points and production timelines
Associate Coordinator
Mahajan overseas pvt ltd
Panipat, Haryana
09.2014 - 02.2017
- Maintained relationships with client’s customers
- Collaborated with sales team to close deals by endorsing company's customer service program
- Used proficient persuasion skills to entice existing customers to purchase new products and services
- Provided product information to new and existing consumers, managed follow-ups for all sampling.
Education
PGDM in Retail Management - Retail Management
Welingkar Institute of Management Development
Mumbai 01.2018 - 01.2020
Bachelor of Commerce - Computer Vocational
Arya PG College
Panipat 06.2010 - 06.2013
Skills
Team Building
Strategic planning
Customer Relations
Inter-department collaboration
Care plan intervention
Customer service and care
Software
Google Navision
Freshdesk and other Crm tools
Google Analytics
Shopify
Timeline
Assistant Manager - Customer Care - John Jacobs
Lenskart Solutions Pvt. Ltd.
10.2021 - Current
Customer Relationship Manager
I Dote
11.2020 - 10.2021
Customer Care Executive
Nicobar Design Studio
11.2018 - 11.2020
PGDM in Retail Management - Retail Management
Welingkar Institute of Management Development
01.2018 - 01.2020
Customer Relationship Manager Cum Merchandiser
Fortuna Colors and Prints LLP
03.2017 - 11.2018
Associate Coordinator
Mahajan overseas pvt ltd
09.2014 - 02.2017
Bachelor of Commerce - Computer Vocational
Arya PG College
06.2010 - 06.2013