Balaji V
DGM Customer Service
Chennai
Summary
Results-oriented Customer Experience Leader with a proven track record of building high-performing teams and exceeding customer satisfaction goals. Leverage Gallup strengths in Connectedness to foster a collaborative work environment, fostering strong relationships with colleagues and driving Inclusivity within the team. Responsible and Context-aware, I excel at analyzing complex situations and making independent decisions that positively impact the company. I am a dedicated Developer, passionate about training and motivating my team to continuously improve and excel.
Overview
15
15
years of professional experience
4
4
Certificates
4
4
Languages
Work History
DGM Customer Service
Raj Petro Specialities Pvt Ltd
01.2022 - Current
- Lead Customer Experience Strategy: Develop and implement a comprehensive CX strategy aligned with the company's overall business objectives. This will focus on achieving exceptional customer satisfaction, driving operational efficiency, and contributing to the company's growth.
- Team Leadership & Development: Lead and manage a team of customer service representatives, providing coaching, mentoring, and performance development opportunities to ensure a skilled and motivated team.
- Excellence in Customer Service: Establish and maintain high standards for customer service excellence. This includes ensuring timely and accurate resolution of customer inquiries and complaints, fostering positive and effective communication with customers to manage expectations and resolve issues.
- Tracked KPIs, provided MIS reports, and improved order-to-delivery processes, leading to higher customer satisfaction (NPS)
- Data-Driven Improvement: Analyze customer data and feedback to identify trends and opportunities for improvement. Monitor key customer service metrics (e.g., CSAT, NPS, CRR) and report on performance to leadership.
- · Analyzed CRM reports and metrics to identify improvement opportunities and drive faster response times.
- Process Optimization: Continually improve customer service processes to enhance efficiency and effectiveness.
- Ensured timely and accurate order processing in SAP SD module, minimizing errors.
- Maintained close coordination with internal teams for amendments, closure of pending orders, and accurate master data.
- Followed up on orders, ensured timely delivery with proper documentation, and resolved any issues.
- Maintained open communication with customers and commercial teams regarding forecasts, service timelines, and pre-shipment activities.
- Facilitated Sales Force 360 implementation and usage to maintain single source of truth across the organization from prospect stage to dispatches.
- Stakeholder Collaboration: Develop and maintain strong relationships with key internal stakeholders, including Sales, Operations, and Production, to ensure seamless customer service across departments.
- Coordinated across departments to meet customer needs and address demand fluctuations.
- Building Customer Success: Possess a thorough understanding of the customer experience landscape in manufacturing, including customer needs and journeys from product discovery to purchase and ownership.
- Learning & Development: Develop and implement training programs to equip customer service representatives with the necessary skills and knowledge to excel in their roles.
- Industry Expertise: Stay up-to-date on industry best practices and trends in customer experience.
Business Analyst
Raj Petro Specialities Pvt Ltd
05.2014 - 12.2021
- Data Analysis & Reporting: Develop customized reports using data visualization techniques to present complex information in a clear and actionable format.
Analyze key business metrics to identify trends and root causes of performance issues.
Summarize data insights into compelling presentations for stakeholders.
- Business Process Improvement: Conduct gap analyses to identify discrepancies between current and desired business processes.
Recommend process improvements and develop solutions to enhance efficiency and effectiveness.
- CRM & BI Implementation: Facilitate the successful implementation of CRM and BI tools, ensuring user adoption and training.
Analyze CRM and BI data to monitor performance across products, people, and New Business Development (NBD) initiatives.
Generate reports and insights to support data-driven decision making.
Sr Commercial IT Officer
Akzonobel India Limited
09.2009 - 05.2014
- Improved system efficiency by implementing new softwares.
- Experience with SAP SD modules
- Knowledge of secondary sales software implementation (Botree)
- Familiarity with Business Intelligence (BI) tools and technologies (Qlik sense)
Education
Professional Studies - Business Managment
04.2001 -
MBA -
04.2001 -
Bachelor of Science - BCOM
04.2001 -
Skills
Leadership
Empathy and listening skills
Relationship building
Problem Solving
Analytical Skills
Microsoft Office
Accomplishments
- Led the customer service team to win the prestigious "CX Team of the Year" award at the 13th Edition CX Strategy Summit (UBS Forums, Taj Bengaluru). This recognition underscores our unwavering commitment to delivering exceptional customer experiences for our 1000+ products across 100+ countries.
- Leveraged my Business Intelligence (BI) expertise to contribute to AkzoNobel's achievement of the Financial Excellence Award (JIM Corbet Finance Conference, 2011). This recognition demonstrates my ability to enhance data analysis and reporting, leading to improved financial decision-making.
Customer Experience Team Award (2023):
AkzoNobel Financial Excellence Award (2011):
Certification
Six Sigma Yellow Belt Training, OpenSesame, Portland
Timeline
Customer Engagement & Loyalty Program, SP Jain School of Global Management
03-2023
DGM Customer Service - Raj Petro Specialities Pvt Ltd
01.2022 - Current
Six Sigma Yellow Belt Training, OpenSesame, Portland
12-2021
People Management , Indian Institute of Management Bangalore
12-2021
Certificate of Merit in Business Analytics ,Manipal Pro Learn
03-2020
Business Analyst - Raj Petro Specialities Pvt Ltd
05.2014 - 12.2021
Sr Commercial IT Officer - Akzonobel India Limited
09.2009 - 05.2014
Indian Institute of Management - Professional Studies, Business Managment
04.2001 -
National Institute of Business Management - MBA,
04.2001 -
University of Madras - Bachelor of Science, BCOM
04.2001 -
Hobbies
- Aquarist: Applying meticulous attention to detail and a passion for creating balanced ecosystems, I cultivate a beautiful freshwater aquarium.
- Badminton Enthusiast: Maintain an active lifestyle and a competitive spirit through friendly badminton games.
Hobbies
- Aquarist: Applying meticulous attention to detail and a passion for creating balanced ecosystems, I cultivate a beautiful freshwater aquarium.
- Badminton Enthusiast: Maintain an active lifestyle and a competitive spirit through friendly badminton games.