Harshada Nair

Roles & responsibilities:

The Seller Support Associate acts as the primary interface between Amazon and our business partners. I am responsible for providing timely and accurate operational support to Merchants selling on the Amazon platform.

We have an immediate, distinct effect on the experience of customers of Amazon, making a strong record of customer focus a high standard for the role.

A Seller Support Associate is expected to address chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment, all while adhering to service level agreements for phone, chat and email cases.

Roles & Responsibilities:

1)Customer Relationship Management:

• Effectively address/resolve customer inquiries across mediums i.e. in-person, over the phone, email, company website etc. • Adroitly resolve the customer queries outside the purview of the RE cell by effectively making use of Request and Complaint Management system, liaison with appropriate departments and close the concern with the customer. • Escalate all unresolved grievances of the customer to the Centre Head for prompt resolution. • Adroitly track all customer queries via organizational query traction mechanism like CRM etc. • Generate customer delight by ensuring high responsiveness and closing the loop with customer on all issues and keep them updated/engaged during the process of resolution • Efficiently guide the customer on school systems and process and ensure that the repository of updated information is available at all point in time • Ensure ambient and customer friendly environment of the lobby area with assistance from the admin department • Adroitly be ready and facilitate the information of all elements pertaining to a child's life cycle in the school as well as post school activities, summer camps etc. • Be a central point of contact for all Leave Certification Request i.e. Verification if LC request forms, Request Generation, Intra department liasioning etc.

2)Sales and Marketing:

Pre-sales : Efficiently manage the pre-sales process like; keeping a track on all leads whether from web, telephone, walk-ins etc and participate in planning of activities like society camps or mall activities, pre-school tie ups, corporate tie ups. • Adroitly handle the entire sales process for potential customers from first interface to closure, thus positive augmenting the conversions from walk-in to admissions. • Contact potential customers, discuss their requirements and present the VIBGYOR brand in order to commensurate the customer needs • Be an active team member in achieving the annual admission targets & objectives in line with the Organization Admission Target Plan • Initiate and participate in Marketing Initiatives to create brand awareness and promote the USPs like Summer Camps, Day Care, PSA activities etc. • Efficiently maintain the upkeep all the elements of the discovery room • Conduct Campus tour to all customers/parents for Experiential Marketing. • Counselling the potential customers/parents on the child psychology and how our VARK methodology of learning assists in child's development.

3)Administrative Responsibilities:

• Record all admission registration on Lead Management System/MIS tracker as per the Process guidelines • Maintain updated records of all the customer grievance handling in the CRM. • Maintenance of data completion and accuracy. • Be an aid to the Child interaction and Competency Test process with the respective Coordinators and Centre Head where ever required. • Work closely with the Centre and Zonal Marketing Team for any updates/ intimations. • Timely reporting of the internal generated reports e.g. Customer Enquiry and Follow up trackers to the Zonal Marketing and CO marketing team basis the internal agreed turn around time. • Scrutinize and maintain records for all admission forms and documents. • Be an effective planner and organize the day to ensure all opportunities are maximized • Be an active participant in School events like; VIVA, Coffee Meet etc.

Roles and responsibilities:

Worked with PAN INDIA Jio centers NHQ.

• TAT management- Maintaing SLA for resolving Service Requests.
• Audits-Carrying out process and product audits for finding out the gaps.
• Escalations-Handling VIP level escalations regarding jio services.
• Reports- Generating Pendency and Audit reports.
• Monitoring-Keeping an eye on Resolver group activities to avoid TAT breach.
• Feedback-Providing Feedbacks to the resolver groups.
• SR management-Actioning Service Requests.Resolving and closing the service requests within TAT.
• Analysis-Performing RCA for finding out root cause of the issues.
• Followup-Rigorously following up for timely resolutions.
• Knowledge Management- Updating knowledge management portals as and when required.
• Sharing feedbacks related to Jio media applications.
• Customer service-Resolving customer queries and issues via emails, outbound calls and chat.
• Resolving issues on high priority basis and doing timely closures.

Roles & Responsibilities:

• Handling and resolving customer complaints/queries over phone, chat & emails.
• Providing customers with relevant product and service information via inbound & outbound mode.
• Cross selling various banking products to customers.
• Maintaining healthy relationship with customers.