Anil Kumar Boda
Hyderabad
Summary
Observant and process-driven success manager with 7+ years of experience in establishing strategies for retaining a solid customer base for a grocery store. An effective predictor in how customers will use a store’s facilities and is proficient in assuring customers to make repeat visits and purchases.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Engagement Manager
Wolkus Technology Solutions Pvt.Ltd ( Fasal )
05.2023 - Current
- Managing Customer Success Engineers (Ground Team) Allocate the team members at ground level for trouble shooting to improve the customer experience
- Arranging Webinars on current crop issues
- Arranging App demos to educate the farmers
- Arranging the campaigns through Gupshup to educate / to improve awareness about the IOT products & Their uses in Agriculture
- Driving Customer value from product
- Handling the customer escalations and plan accordingly to enhance the better customer experience on real tie within a given TAT
- Onboards the customer with App demos after product installation
- Driven upsell projects to increase the revenue through the cross selling
- Driven Operations / Support functions through the fresh desk.
Assistant Manager (Central Operations)
INI Farms Pvt.Ltd
Mumbai
07.2022 - 05.2023
- Managing The Operations for the entire domestic B2B – (Procurement of Vegetables & Sales)
- Managing the vendor Payables
- Managing the collections (Receivables) from the farmers Like Mandi & Corporate customers
- Knowledge in Audit of Vendor / farmer purchase invoices & Customer’s GRN understanding
- Knowledge in understanding of PO & GRN & Invoicing
- Partially knowledge in SAP Also.
Team Leader
Lean Crop Technology Solutions ( Sales & Customer Experience)
10.2021 - 06.2022
- Managed App-Chat Process: Managed 27 Agents from different states (AP, TS, KA, TN, MH, MP, UP, RJ, Bihar & Punjab) to generate the revenue through the App sales
- Experience in canned response creations to respond the farmer’s / customer’s queries on Application
- Experience in Reducing the AHT – for both process (Dialing process & Chat Process)
- Managing the attrition and Daily Roasters
- Proper distribution of call flow to generate the sales lead
- Managed FRT (First Response Time & First Resolution Time) for the App responses
- Arranging the quality feed backs
- Arrangement of training sessions for the process improvement
- Motivate to the Agents by Motivational Videos
- Weekly review meetings on PIP Agents (Performance Improvement Period)
- Allocation of targets on Weekly basis & Monthly Basis
- Experience in retailing ( Small fertilizer Shops ) & Collections.
Team Coach
U Link Agri Tech Pvt. Ltd
- Managed Call flow for Inbound & Out bound calls also
- Good knowledge in MS Excel, Data Management and dash boards preparations and presentations
- Good knowledge in Manpower planning as per the historical data / Analysis
- Managed Support functions (Customer Experience CX) team size of 43 Agents Complaints & Product returns & Technical (Agronomical) Escalations
- Managed AHT, C- SAT, Dialer Management
- Roaster Management – Weekly basis roaster preparation on the basis of manpower allocation and on the basis of analysis of daily basis call flow
- Experience in handling of CRM, Dialer and Genesis Dialing system
- Experience in Calls Audit regular basis – and provide the real time feed backs to the agents
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Addressed customer service inquiries in a timely and accurate fashion
- Maintained up-to-date records at all times
- Built customer loyalty by placing follow-up calls for customers who reported product issues
- Properly directed inbound calls in phone queues to improve call flow.
Senior Customer Service Representative (Input Sales & Operations)
- Experience in handling of product related & Agronomical related complaints
- Experience In Input sales (Insecticides, Pesticides, Hardware Tools)
- Worked for Rajasthan, MP & UP for the Input sales
- Knowledge in Customer complaint portal – Fresh Desk platform
- Handled customer complaints through the fresh desk
- Experience in handling of CRM & Dialer.
Customer Service Representative (Input Sales)
- Responding farmer’s calls and giving the solutions / Package of practices for the crop growth through the telephonic conversation basis on symptoms identified by the farmers
- Experience in sales of crop nutrition’s and insecticides / Pesticides to the farmers
- Experience in Sales of Hardware tools related to farmer’s (Hand spray pumps & Tarpaulin sheets and etc.
Education
B.Sc. Agri -
Navalbhau College Of Agriculture
01.2017
Intermediate -
Trinity Junior College
01.2012
SSC -
SVAV - Rampur
01.2010
Skills
- Multi-task effectively
- Proficient with Google products
- Self-motivated
- Strong work ethic
- Aptitude to quickly comprehend and exhibit deep product knowledge
- Attention to detail
- Excellent written, verbal, presentation, and organizational skills
- Knowledge in CRM – Management
- Knowledge in Dialer Management
- Audit skills – Like Documentations, Calls
- Data Management
- Knowledge in MS excel, Power point
- Can communicate in Multiple Languages (Telugu, Hindi, Marathi, English)
- Team Management
- People Management
- Knowledge in Genesis Version
- Customer Segmentation
- Business Analysis
- Accounts payable understanding
- Data Analytics
- Stakeholder Relations
- Event Coordination
- Strategic Thinking
Certification
Awarded as a Best Supervisor / Leader for the Quarter-1 – 2021.
Languages
- Telugu
- Hindi
- English
- Marathi
Timeline
Customer Engagement Manager
Wolkus Technology Solutions Pvt.Ltd ( Fasal )
05.2023 - Current
Assistant Manager (Central Operations)
INI Farms Pvt.Ltd
07.2022 - 05.2023
Team Leader
Lean Crop Technology Solutions ( Sales & Customer Experience)
10.2021 - 06.2022
Team Coach
U Link Agri Tech Pvt. Ltd
Senior Customer Service Representative (Input Sales & Operations)
Customer Service Representative (Input Sales)
B.Sc. Agri -
Navalbhau College Of Agriculture
Intermediate -
Trinity Junior College
SSC -
SVAV - Rampur
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