Microsoft Office, C, Email Etiquettes, Admin Panel, Zendesk, Lessonly, OneLogin, Magento, Exotel,
Dhileep John Victor
Senior Client Relationship Officer, 7 years experience
Summary
Dynamic Senior Client Relationship Officer with proven success at ECPL, enhancing customer satisfaction and retention through effective communication and problem-solving. Skilled in CRM software and relationship building, I consistently exceeded sales targets and improved client engagement, driving revenue growth and fostering long-term partnerships. Adaptable and results-oriented, I thrive in collaborative environments.
Work Experience : 7 years
Overview
7
7
years of professional experience
4
4
Languages
Work History
Client Relationship Officer - US, UK & Canada
ECPL
06.2024 - Current
- Handled International calls and escalations.
- Maintained and built close relationships with customers through regular contact and visits.
- Monitored, followed-up and escalated cases to meet customer response commitments.
- Liaised with clients by phone, email and text messaging to meet client needs and define expectations.
- Facilitated meetings and discussions between clients, sales and delivery teams.
- Supported sales team in implementing sales tactics and achieving growth objectives and sales targets.
- Utilized Zendesk and Magento CRM applications for recording and tracking client interactions.
- Facilitated meetings and discussions between client and team.
- Promoted, structured and provided advice customized to best meet needs of customers.
- Collaborated with cross-functional teams to develop tailored solutions for each client''s unique requirements.
- Identified key areas where process improvements could be made within the department; implemented changes that significantly reduced errors while increasing efficiency.
- Maintained open and clear communication channels with clients, colleagues, and stakeholders to ensure that all parties were kept up-to-date on relevant information.
- Maintained detailed records of all client interactions to ensure a seamless experience during future engagements.
- Increased client retention through regular check-ins, updates on account performance, and sharing insights on market trends.
- Provided ongoing support and education for clients regarding various products, services, policies, procedures, navigating digital platforms, and more.
- Established strong client relationships by consistently providing excellent customer service and addressing client needs.
- Successfully collaborated with internal departments such as sales, operations, and compliance in order to provide exceptional end-to-end service for clients.
- Enhanced client satisfaction by effectively resolving issues, ensuring smooth transactions, and maintaining clear communication.
- Made customers aware of current and new programs and services.
- Created customer support strategies to increase customer retention.
- Reviewed SLA tickets and followed-up with customer support personnel to resolve root cause of delay.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Set and achieved company defined sales goals.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Kept detailed records of daily activities through online customer database.
Senior Inside Sales Executive
Guarented Rentals Ltd
07.2018 - 04.2024
- Collaborated with logistics team regarding deliveries, replacements of appliances and furniture.
- Provided service resolutions on damaged products. Converted bad customer service to good ratings.
- Converted bad Google reviews and ratings to good ratings.
- Handled escalation calls and emails.
- Customized products designed for customer's needs.
- Collaborated with manufacturing team.
- Handled account correction, cart correction and other payment related issues.
- Ensured smooth flow of payments, adding GSN to admin panel.
- Provided resolutions to customers within 24 hours.
- Developed persuasive sales techniques to convert inquiries into closed deals, boosting company profits.
- Collaborated with colleagues to develop new strategies for up-selling and cross-selling products or services.
- Worked closely with other departments to promote products and marketing campaigns.
- Participated in weekly team meetings to review performance metrics against targets set by management, identifying areas for improvement where necessary.
- Boosted customer satisfaction by providing timely and accurate information about products, pricing, and promotions.
- Participated in ongoing professional training programs to further hone selling skills and stay current with best practices in inside sales techniques.
- Implemented creative tactics to re-engage dormant leads, resulting in increased conversion rates and additional revenue for the company.
- Collaborated with various departments within the organization to address customer issues or concerns promptly, fostering long-lasting business relationships built on trust and satisfaction.
- Developed and implemented sales strategies to increase revenue.
- Kept detailed records of all customer interactions and transactions using CRM software, ensuring seamless communication across departments.
- Streamlined internal processes for managing leads more efficiently, reducing response times while maintaining high-quality customer service standards.
- Consistently met performance metrics such as call volume, talk time, and deal closure rates, contributing to the overall success of the sales team.
- Increased sales revenue by consistently meeting and exceeding monthly quotas in a fast-paced inside sales environment.
- Worked closely with outside sales representatives to jointly close complex deals requiring multiple touchpoints with prospects or clients.
- Cultivated productive relationships and maintained quality communications with account contacts to maximize client retention.
- Liaised with clients via email or phone to identify and address needs, growing existing accounts through cross-selling.
- Trained employees on new technology and sales methods to build highly-knowledgeable and successful team.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Informed customers of promotions to increase sales productivity and volume.
- Built relationships with customers and community to promote long term business growth.
- Attended monthly sales meetings and quarterly sales trainings.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
Education
2nd PUC
SEA Comp PU College, CEBA
Bengaluru, India 04.2001 -
10th ICSE
Bishop Cotton Boys School
Bengaluru, India04-2015
Skills
Customer relations communication skills
Software
Accomplishments
Promoted to Senior CRO within 6 months.
Monthly manager recognition for 100% customer satisfaction.
Weekly CSAT 5 star reviews given by customers.
Hobbies
Playing guitar.
Listening to music.
Traveling.
Timeline
Client Relationship Officer - US, UK & Canada
ECPL
06.2024 - Current
Senior Inside Sales Executive
Guarented Rentals Ltd
07.2018 - 04.2024
2nd PUC
SEA Comp PU College, CEBA
04.2001 -
10th ICSE
Bishop Cotton Boys School
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