Microsoft dynamics crm
HARI KRISHNAN Z V
HEAD CRM / DIGITAL MARKETING
CHENNAI
Summary
Profile Snapshot Manager-Customer Service Operations with nearly 13 years of experience in the Hospitality & Retail sector, Construction. Delivering results in growth, revenue, operational performance, and profitability; building a strong rapport with customers through a customer-centric approach. Applying a broad understanding of the client business and key metrics to enhance the effectiveness of the process, ensuring strict adherence with service standards and complaint management guidelines for excellent customer service delivery. Leveraging skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals. Proficient in monitoring the delivery of high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs, TATs, and work processes and thus managing cost-effective operations. Driving operational excellence as a set standard by the clients and adhering to the standard operating procedures. High integrity & energetic leader with proven skills in quality assurance and product development to deliver quality services to clients/customers.
Overview
13
13
years of professional experience
5
5
Languages
Work History
HEAD CRM/ DIGITAL MARKETING
VANAVIL ESTATE PVT LTD
CHENNAI
11.2022 - Current
- Critical Areas of Impact
- Heads the CRM team with Team of 60
- Supervise, coordinate and manage the company’s Client Management process as well as functions
- Manage all asset management applications atmosphere
- Direct and lead CRM and various main database management systems
- Utilize internal and third-party systems as required & develop and manage entire information as well as applications pertinent to data plus analytics
- Supervise team to coordinate Head of Business Development & develop an effectual systems environment to better leverage entire relations throughout the firm
- Lead and direct customer service teams to assure achievement of the company, the team as well as individual goals
- Establish service delivery processes resulting in customer success and create trust with customers to ensure long-term relations
- Represent customer’s perspective to the entire Executive Management Team
- Anticipate, identify and present as necessary all problems requiring managerial attention
- Comply with established rules to assure best solutions are executed inclusive of delivery challenges.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Managed customer relations on ongoing basis to maximize customer retention.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Made customers aware of current and new programs and services.
- Developed and implemented standards for staff to provide consistent service to customers.
- Created activities and engagements to enhance customer experience, knowledge and patronage.
- Managed department call volume of 500 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Assisted with conflict resolution during partnership negotiations and acquisitions.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Liaised between customers and organization with particular focus on working with sales department.
AGM CUSTOMER SERVICE
FIPOLA RETAIL INDIA PVT LTD
CHENNAI
10.2021 - 10.2022
- With overall authority as AGM Customer Care accountable for spearheading call center and customer service operation of the entire process
- Leading a team of 60 consisting of Inbound, Outbound, Nonvoice (Chats, Emails, Social media Platform), Mystery Audit, Customer
- Engagement, and Process Development to improve Customer experiences Day to Day
- Delivering training by analyzing their performance weekly, monthly, and quarterly
- Accountable for documentation and maintenance of accurate customer service records
- Played a pivotal role in Drafting, implementing, and executing policies and procedures to facilitate a quality customer service experience
- Demonstrated excellence by establishing performance metrics for customer service representatives and worked towards service levels and requirements for the department
- Conceptualized methods to record, assess, and analysis customer feedback
- Collaborated with customer service department to discuss new ways to alleviate service issues and computer errors.
- Created quality assurance programs for new hires and experienced employees and ensured expansions by implementing technology, equipment, and policies which resulted in enhanced customer service and retention
- Coordinated with various departments like the customer service department and other divisions in the company
- Drafts and implements the department's budget and performs other related duties as assigned
SENIOR MANAGER CUSTOMER
MGM HEALTHCARE PVT LTD
CHENNAI
02.2021 - 10.2021
- Vendors managed: OZONTEL - Callcenter application management, Lead Square - CRM leads Application, NIC (ZEN ONLINE) - Telecom switch management, PRACTO - Channel partner, CREDIHEALTH - Channel partner, JUGULAR SOCIAL MEDIA - Digital partner, CHARM - VC
- Partner
- Enhanced the entire process by leading call center and customer service operation of the Inbound call center team
- Adopted holistic methods to serve the customers in collaboration with various teams
- Drove internal process by offering resolution to all issues professionally and promptly
- Collaborated with various marketing teams for the campaign program, generated leads for business enhancement
- Ensured excellent customer experience for the Brand.
- Recommended and implemented successful strategies to maximize revenue.
- Implemented productivity benchmarks across all departments to maximize company revenue.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
Manager CRM
PVR Cinema Ltd
Chennai
01.2019 - 02.2021
- Customer Delivery Operations
- Call center & Contact center
- Retention/Outbound Calling, Vendors managed: Microsoft dynamics, outsourced North call center team in First Source (NOIDA)
- Essayed a stellar role in managing the entire south inbound calls Queries & resolutions
- Played a major role in resolving all issues professionally and promptly
- Accountable for outbound calls when required for promotion SMS promotion push
- Rendered excellent support to what-app business Chat support
- Accountable for a team of 60 in 3 shifts 24/7, 365 days, and managed customer complaints with empathy and composure
- Accomplished various short and long-term targets and participated in meetings and helped create new practices.
- Contact Centre
- Vendors Managed: AMEYO - Call software, FRESH DESK - CRM management, MYVAOO - SMS Management, In-house Marketing & digital
- Service
- Broadened the company’s mind-sets by establishing the entire customer service team which shall handle chat, email, and calls from the customers
- Rendered support to the departments which need help
- Ensured customer sentiment is voiced out to all departments on weekly basis
- Displayed operational excellence by s
- Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs and work processes
- Administered overall functioning of processes, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction levels
- Analyzed, prepared & developed peers/ subordinates for the next level by both Android & IOS
- Accountable for handling customer complaints with empathy and composure
- Took part in meetings and helped create new practices
- IT Skills
- SIX SIGMA LEAN GREEN BELT
- CALL CENTER SETUP
- IMPS PAYMENT FLOW
MANAGER CONTACT CENTER
SPI CINEMAS PVT LTD
Chennai
11.2010 - 01.2019
- Centre
- Backend Operations
- Training & Development
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Onboarded new employees with training and new hire documentation.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained professional, organized, and safe environment for employees and patrons.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Controlled costs to keep business operating within budget and increase profits.
- Managed and motivated employees to be productive and engaged in work.
- Improved marketing to attract new customers and promote business.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Merit of gaining highest sales through customer service for 4 lakhs to 38 lakhs
- Played a pivotal role in encouraging the team to make follow-up calls from Outbound
- Successfully introduced IMPS follow and payment gateway service for customers to pay on call
- Result-oriented Professional, targeting challenging assignments in Customer Service Operations and Back End Operations with a growth-oriented organization of reputeharizv@gmail.com Chennai
Education
MBA - CARDIFF
WORCESTER UNIVERSITY
BA - ECONOMICS
MADRAS UNIVERSITY
Skills
Team Building
Accomplishments
- Handled a team of 70 staff members.
- Resolved product issue through consumer testing.
- Collaborated with team of 70 in the development of Payment Flow, Telesales, Customer service.
- Achieved sales through effectively helping with Callcenter team.
Additional Information
With 13+ years of experience in customer service management, I am a customer service leader with CRM and call center expertise in retail and hospitality industries. I have a MBA in Customer Service Support/Call Center/Teleservice Operation and a Six Sigma Green Belt certification, which enable me to apply modern skills and knowledge to enhance customer experiences and achieve business goals.
As the AGM Customer Service at Fipola, I spearhead the call center and customer service operation of the entire process, leading a team of 60 to handle inbound, outbound, nonvoice, and customer engagement activities. I also deliver training, analyse customer feedback, and collaborate with marketing and internal teams to generate leads and establish strategic alliances. I am passionate about creating value for customers and stakeholders, and I am always eager to learn and grow in my field of expertise.
Software
Ameyo
Leadsquare
Imps
Citurs
Juspay
Ozontel
Timeline
HEAD CRM/ DIGITAL MARKETING
VANAVIL ESTATE PVT LTD
11.2022 - Current
AGM CUSTOMER SERVICE
FIPOLA RETAIL INDIA PVT LTD
10.2021 - 10.2022
SENIOR MANAGER CUSTOMER
MGM HEALTHCARE PVT LTD
02.2021 - 10.2021
Manager CRM
PVR Cinema Ltd
01.2019 - 02.2021
MANAGER CONTACT CENTER
SPI CINEMAS PVT LTD
11.2010 - 01.2019
MBA - CARDIFF
WORCESTER UNIVERSITY
BA - ECONOMICS
MADRAS UNIVERSITY
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