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
Problem-solving abilities
Customer satisfaction
Customer engagement
Time management
Sales cycle management
Sales presentations
Effective negotiation
Sales proficiency
Sales strategy
Inter-department collaboration
Teamwork and collaboration
Training and mentoring
Team leadership
Adaptability and flexibility
Relationship building
Processing payments
Sales training
Product demonstration
Cold calling
Solution selling
Customer retention
Client acquisition
Sales promotion
Business development
Lead generation
Upselling techniques
Revenue growth
CRM software
Active listening
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