ABHISHEK KUMAR

• Developed and maintained relationships with key accounts to ensure customer satisfaction.
• Created comprehensive reports on account performance and presented them to senior management.
• Analyzed client data and identified opportunities for growth.
• Resolved customer complaints promptly.
• Developed successful customer relationships and quickly resolved service requests to increase sales.
• Communicated progress of monthly and quarterly initiatives to internal and external stakeholders.
• Identified customer needs by asking questions and advising on the best solutions.
• Monitoring the share of wallet for the assigned sellers
• Conducting weekly or monthly business reviews with clients
• Managing escalation metrics and ensuring prompt resolution through collaboration

Email support:

Monitor the mailbox, analyze the email received, and respond to it within the defined SLA as per process requirement

Call support:

Manage incoming calls and schedule meetings/ calls when necessary to assist clients or callers on the issue within the defined SLA

Chat Support:

Monitor incoming chats and respond to queries within SLA

Other Responsibilities:

Developing effective work relationships with key clients based on mutual trust & Respect

Resolving key clients' issues and complaints promptly

Managing communication between the key accounts and internal teams (Support Team, Sales Team, Tech Team) to develop solutions. Identifying opportunities for improvement and proposing new tools & processes.

Research of client background and business.

Competitor Research and Analysis

• Basic responsibilities included account management, client retention, customer relationship management, account upgradation, cross-selling, analyzing customer's needs, and providing them with optimum solution
• Maintained good account health by identifying red flags early and resolving issues quickly
• Scheduled timely business reviews, connects, and renewals with clients Ensured KPIs were being delivered and optimized usage of the platform
• Build and managed operations & support funnel to meet the set goals and target vendors and customers
• Engaging directly with internal customers to find, prioritize, improve, and assimilate better business processes

• Estimated market size of Amul ice cream in Bokaro district
• Increased the number of Amul ice cream retailers
• Understood the margin for retailers
• Increased the sales of Amul ice cream to retailers and hotels
• Contribution towards the selling of deep freeze to retailers
• Primary research and survey for decrease in sales
• Secondary Research for people's opinions on the value and brand