MARCEL JOSEPH A

• Achieved monthly targets for customer retention and new business development CRR & NBD
• Managed renewals, achieving at least 40% each month with junior support.
• Secured first super user membership at Gold's Gym Bellandur.
• Organized over 15 corporate events by coordinating with PCOs at Morgan Stanley,Docuding,Adarsh palm retreat, vars park wood and other venues.
• Executed on-site sales for events, directly increasing revenue by capturing new client opportunities.
• Handled walk-in, renewals, event leads, social media inquiries, and inbound communications, app impression, ,website forwards etc.
• Recognized as Game Changer and Best Performer for generating 11 lakhs individually.
• Trained new staff in customer retention roles, enhancing team's capability to meet retention goals.

WORKED AS TEAM LEAD FOR INDIAN POST PAYMENT BANK PROCESS (IPPB) & SNAP DEAL & GAMES24/7

• VOICE SERVICE PROCESS
• Managed team dynamics to enhance collaboration and productivity.
• TEAM BRIEFING ON DAILY UPDATE
• UPDATING REPORTS, ROSTERING,DATA VALIDATION
• TAKING CARE OF ATTRITION & RETENTION OF THE TEAM
• KEEPING ON TRACK AVERAGE HANDLING TIME OF TEAM OF 20 MEMBERS BY MAINTAINING SERVICE LEVEL

• Coordinated voice process to remind customers of car service appointments, enhancing customer engagement.
• Scheduled appointments to ensure timely car servicing.
• Achieved monthly targets consistently through strategic planning and execution.
• Conducted post-service feedback calls to gather customer insights and improve service satisfaction.

Handled voice process communications across various lines of business, fostering improved customer engagement and satisfaction.

• Managed customer collections for loan against property accounts, ensuring compliance with post-due date protocols and minimizing delinquency risk.
• Executed validation and verification processes for risk bucket 1 accounts, enhancing collection accuracy.
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• Addressed accounts exceeding credit limits, facilitating timely resolutions to prevent further credit issues.