Hemant Meerawal
Gurugram
Summary
Proven Client Service Manager with background in managing and developing customer service teams for maximum efficiency and client satisfaction. Possess strong leadership skills, with focus on team coordination and improving service procedures. Have successfully implemented process improvements in previous roles to increase productivity and customer satisfaction. Known for ability to build lasting relationships with clients while ensuring all needs are met on time and within budget constraints.
Overview
5
5
years of professional experience
Work History
MANAGER – Customer Experience & CS Strategy
DELHIVERY LTD.
Gurgaon
09.2021 - Current
- Drove 15% increase in client satisfaction through data-driven customer experience initiatives across three regions.
- Facilitated Quarterly Business Reviews with major enterprise accounts to assess KPIs and identify growth opportunities.
- Maintained a 90% service level with a dedicated 27-member team, ensuring SLA adherence, and proactive issue resolution.
- Achieved 95% escalation resolution within one day by implementing Service Control Tower Project during peak season.
- Reduced revenue leakage by 15% through strategic design and implementation of delivery SOPs.
- Streamlined proof of delivery workflows, reducing delays by approximately 7%.
- Automated MIS and NDR Reporting via Salesforce, enhancing reporting accuracy and decreasing manual workload.
- Collaborated with Product, Tech, and Ops teams to develop solutions that measurably improved customer experience.
Assistant Manager-Business Development
MOMAGIC Technologies
Noida
02.2021 - 08.2021
- Oversaw Publisher and OEM business operations, enhancing overall performance.
- Boosted key account metrics by 30% through performance analysis and KPI alignment, resulting in fifteen percent revenue growth.
- On-boarded ten percent of new clients using customized account management strategies.
- Conducted market research to identify potential business opportunities.
- Facilitated daily communication with publishers, emphasizing client retention and growth.
- Shared market intelligence by delivering performance insights to internal teams.
Account Manager – Key Accounts
Airtel Business –V5 Global Services
02.2020 - 02.2021
- Cultivated relationships with key accounts to enhance customer satisfaction.
- Managed 35 accounts, focusing on long-term partnerships and retention strategies.
- Identified and pursued new business opportunities within existing accounts to boost revenue.
- Presented product features and benefits to prospective clients during sales meetings.
- Prepared comprehensive reports on account status and growth opportunities for executive leadership.
- Delivered presentations on account challenges and strategies to drive performance improvements.
Education
MBA - Marketing & Operations
Apeejay School of Management
Delhi05-2020
Bachelor of Commerce - Commerce
Lal Bahadur Shastri PG College
Jaipur05-2014
Skills
- Customer experience management
- Data analysis
- Team leadership
- Client relationship management
- Strategic planning
- Operations management
- Continuous improvement
- Cross-functional collaboration
- Project management
- Problem-solving
- Microsoft Office proficiency
- Project lifecycle management
- Supply chain operations and logistics
- Analytical thinking
- Time management
- Import/export logistics
Timeline
MANAGER – Customer Experience & CS Strategy
DELHIVERY LTD.
09.2021 - Current
Assistant Manager-Business Development
MOMAGIC Technologies
02.2021 - 08.2021
Account Manager – Key Accounts
Airtel Business –V5 Global Services
02.2020 - 02.2021
MBA - Marketing & Operations
Apeejay School of Management
Bachelor of Commerce - Commerce
Lal Bahadur Shastri PG College
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