Summary
Overview
Work History
Education
Skills
Websites
Awards
Timeline
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Ekta Rao

Ekta Rao

Gurgaon

Summary

Results-oriented professional with a proven track record in enhancing customer satisfaction and team performance at Zypp Electric. Expertise in process improvement and team development led to significant operational efficiencies and elevated customer experience strategies. Recognized for exceptional communication skills and collaborative approach, committed to achieving organizational goals while delivering outstanding service. Passionate about continuous learning and fostering professional growth.

Overview

7
7
years of professional experience

Work History

AGM- Customer Experience

Zypp Electric
Gurgaon
04.2023 - Current
  • Customer's payout throughout the tickets and grievance redressal.
  • Identify key issues and prioritize them to fix through CRM, UI-UX changes, or process changes.
  • Boosted NPS from -14% to 40% through monthly reviews and process enhancements.
  • Customer Feedback and Advocacy: Gathering customer feedback for betterment (App ratings, Play Store ratings).
  • Cross-functional: Improved collaboration between customer success, sales, product development, and other teams can lead to better alignment, and a more cohesive customer experience.
  • Design strategies to enhance the overall customer experience and implementation.
  • Train customer-facing teams on best practices for delivering exceptional customer experiences, and respond promptly and effectively to address their concerns.
  • Social media escalations: Address highlighted escalation. (Twitter, Instagram, Facebook, WhatsApp, etc.)
  • Insurance: Health and vehicle insurance end-to-end redressal.
  • Weekly, monthly review of data and reports.
  • Successfully managed and developed a team of 45+ employees, demonstrating strong leadership skills.
  • Achieved cost-savings by developing functional solutions to problems.

Manager

The Flexnest
Gurgaon
12.2021 - 04.2023
  • Created dashboards and reports to track key performance indicators related to customer engagement.
  • Designed effective campaigns and CRM to engage customers and drive sales growth.
  • Coordinated with multiple teams across departments to ensure the successful implementation of CRM initiatives.
  • Implemented changes based on feedback from customers regarding their experiences with our products and services.
  • Managed the sales team to consistently achieve growth and hit sales targets.
  • Determined price schedules and discount rates on special occasions.
  • Grievances redressal management to address customers' concerns.
  • Customer grievances redressal for exchanges, returns, deliveries, and payments.

Lead Manager

Cars24 Financial Services
Gurgaon
11.2019 - 12.2021
  • Led all post-sales grievances and escalations through all channels.
  • Analyzed data from customer surveys to improve the quality of the customer service experience.
  • Handling foreclosure, repayments, and payments related to escalation timely.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Developed strategies for improving customer relations across all channels of communication.
  • Maintained strong relationships with team members to ensure team success.
  • Worked closely with customers to resolve inquiries related to sales and customer service.

SR. Associate

Policy Bazaar
Gurgaon
05.2018 - 09.2019
  • Provided guidance and mentorship to junior associates to ensure target completion.
  • Team player to achieve monthly and quarterly targets.
  • Adhered to quality and service standards to support operational goals.
  • Sold products to customers by explaining product features and benefits.
  • Analyzed customer feedback surveys to improve the services offered by the company.

Education

MCA - Computer Applications

Guru Jambeshwar University
Hisar
02.2015

Skills

  • Continuous process refinement
  • Team development
  • Analytical decision-making
  • Effective troubleshooting skills
  • Data-driven decision making
  • Social media engagement analysis
  • Reporting on performance metrics
  • Employee onboarding and education
  • Customer complaint management
  • Conflict resolution
  • Effective communication in cross-functional teams
  • Operational management
  • Long-term planning
  • Business analysis
  • User experience optimization
  • Performance evaluation

Awards

  • Employee of the Month
  • Star of the Month
  • Rider 1st
  • Miles to Go Award

Timeline

AGM- Customer Experience

Zypp Electric
04.2023 - Current

Manager

The Flexnest
12.2021 - 04.2023

Lead Manager

Cars24 Financial Services
11.2019 - 12.2021

SR. Associate

Policy Bazaar
05.2018 - 09.2019

MCA - Computer Applications

Guru Jambeshwar University

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Ekta Rao