Heena Mamgain
Dehradun,Uttarakhand
Summary
Dynamic Customer Renewal Specialist with a strong track record in customer retention and relationship management. Skilled in software subscription management and renewal negotiation, I proactively address client needs, ensuring satisfaction and loyalty. A collaborative team player, I leverage data insights and communication skills to enhance customer experiences and drive results.
Overview
16
16
years of professional experience
Work History
Customer Renewal Specialis
KDK Software India Pvt. Ltd
04.2015 - Current
- Manage customer renewal activities for existing clients, ensuring timely renewals of software subscriptions.
- Demonstrate strong communication, negotiation, and relationship management skills while addressing client needs.
- Conduct renewal calls and follow-ups, explaining relevant software features, plans, and benefits.
- Monitor customer engagement and usage trends to identify and mitigate renewal risks early.
- Develop tailored solutions to enhance retention and client satisfaction.
- Maintain accurate customer records, renewal status, and follow-up details within internal systems.
- Build and nurture long-term relationships with clients, contributing to customer retention and revenue continuity.
- Collaborate with internal departments to ensure seamless customer service and support.
Team Leader (Escalation Specialist)
Kinexa Solution (Novafy)
06.2024 - 02.2025
- Responsible for initiating contact with potential clients, understanding their needs, and conveying the value of services.
- Craft and deliver compelling pitches tailored to address client-specific business challenges.
- Maintain accurate client data in company tools, ensuring well-documented interactions.
- Manage escalation calls, addressing customer complaints and ensuring satisfaction.
- Collaborate with colleagues across departments to provide seamless customer experiences.
Process Associate
Teleperformance India (Flipkart)
07.2022 - 04.2024
- Provided exceptional customer service and support for furniture-related inquiries.
- Guided clients through the selection process, ensuring their needs and preferences were met.
- Utilized CRM systems to manage client interactions and track orders effectively.
- Ensured accurate order processing and documentation to enhance customer satisfaction.
Process Associate
IGT Solution- Process- Expedia
07.2021 - 02.2022
- Handled inbound calls from customers, solving schedule change issues.
- Engaged with senior-level management executives to provide solutions and support.
Customer Support Executive
Blue Dart Express Limited
07.2010 - 02.2021
- Managed a portfolio of key accounts, delivering client-focused solutions based on their needs.
- Built and maintained strong relationships to ensure customer satisfaction and retention.
Education
commerce stream
Delhi University
10th & 12th Pass -
CBSE Board
DelhiSkills
- Renewal negotiation
- Customer relationship management
- Account management
- Data maintenance
- Team collaboration
- CRM software experience
- Analytical skills
- Proficiency in multiple languages
- Software subscription management
- Excellent customer service skills
- Client outreach strategy
- Effective communication
- Cross-selling strategies
- Strong organizational skills
- Ability to work under pressure
Personal Information
- Date of Birth: 1991-12-07
- Nationality: Indian
- Marital Status: Married
PERSONAL DETAILS
Language : Hindi, English
Hobbies and Interests
Hobby: listening soft music, Movies, travelling and interacting with people.
DECLARATION
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars. Date: Place: Dehradun (Heena Mamgain)
Languages
Language : Hindi, English
BRIEF OVERVIEW
- 10 +Years' Experience in the field of Courier & Logistics Indus &E-commerce Industry
- Expertise in Team Management of Service and Logistics
- Efficient key player with skills to work in challenging and creative environments.
- Excellent spoken & written communication skills, problem solving and leadership skills.
INDUSTRIAL EXPOSURE& RESPONSIBLITES
- Worked with Blue Dart Express Limited as a Customer Service and Operation In charge For India Largest E-Commerce Company Paytm.
- Handle All Pan India Pick up & Reveres Pick up/Connections on time every day
- Regular follow up with team for In-transit/ Undelivered shipment/RTO Shipment and control Ageing
- Providing the alternative Instructions For NDR Shipment
- Analyses reasons & follow up on beyond service level non-delivered cases.
- To check all open Cases and do the need full action for close the cases
- Communications through E-mail & phone calls with all branches Customers along with Delhi NCR RHO & our corporate office-Mumbai. These all subjects related with movements of in-out loads to & from Delhi.
- Provide the Advice & Assist to senior Management to improve /modifications to existing Operation, Systems & procedures for better Quality service to Customers.
- Resolved the Customer Complains with 24 hrs.to 72 hr.
- Reduce the RTO and Increasing of Delivery Case's
- Reconciliations of Month Shipment Level
- Share the Final Mis Report with customer of every Month
- Develop trust relationships with a portfolio of major clients to ensure they do not turn to competition
- Acquire a thorough understanding of key customer needs and requirements
- Expand the relationships with existing customers by continuously proposing solutions that meet their objectives
- Ensure the correct products and services are delivered to customers in a timely manner
- Serve as the link of communication between key customers and internal teams
- Resolve any issues and problems faced by customers and deal with complaints to maintain trust
- Play an integral part in generating new sales that will turn into long-lasting relationships
- Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics
Timeline
Team Leader (Escalation Specialist)
Kinexa Solution (Novafy)
06.2024 - 02.2025
Process Associate
Teleperformance India (Flipkart)
07.2022 - 04.2024
Process Associate
IGT Solution- Process- Expedia
07.2021 - 02.2022
Customer Renewal Specialis
KDK Software India Pvt. Ltd
04.2015 - Current
Customer Support Executive
Blue Dart Express Limited
07.2010 - 02.2021
commerce stream
Delhi University
10th & 12th Pass -
CBSE Board