Jayalakshmi A

• Improved project efficiency with strategic planning, resource allocation, and time management practices.
• Enhanced customer collaboration through regular communication, goal setting, and performance evaluations.
• Established a culture of continuous improvement by fostering open communication channels and empowering customers to voice their ideas.
• Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
• Work with the management in securing key partnerships that contribute to the company''s overall growth strategy and market reach.
• Spearheaded successful client implementations that resulted in increased brand visibility and customer satisfaction.
• Enhanced stakeholder satisfaction with timely and transparent communication strategies.
• Leveraged professional networks and industry knowledge to strengthen client relationships.
• Revolutionized customer service protocols, significantly improving customer satisfaction ratings.
• Improved team morale and productivity by implementing comprehensive professional development program.
• Fostered culture of innovation, encouraging development of cutting-edge solutions.
• Navigated company through periods of significant change, maintaining focus on long-term strategic goals.

Leading the strategy and roadmap for a suite of CRM products serving the higher education sector along with other key members.
Ensure customer satisfaction and success through proactive support and account management.
Actively participate in pre-sales activities, contributing to successful product demonstrations and proposals.
Collaborate with marketing teams to develop compelling messaging and go-to-market strategies.
Manage product delivery across diverse regions, including Southeast Asia, North America, and the UK.

• Established strong relationships with key industry partners, creating mutually beneficial opportunities for growth and collaboration.
• Mentored junior staff members, providing guidance on professional development opportunities and career progression paths within the company.
• Fostered a culture of continuous improvement by encouraging staff to share innovative ideas and providing resources for professional development.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

• Heading the BPO division
• Responsible for the entire BPO service delivery
• Stakeholder management
• Resourcing
• People management
• Also involved in the Solution designing for new business (RFP/RFI)

• Worked as a Manager in the Customer care division of Athena Health technologies private limited
• Handled a team of SMEs who research and resolve the customer escalations via tickets in specified TAT and CSAT to enhance the customer experience
• Was also heading a small group of members who were involved in devops

• Previously was associated as a 'Manager' in e4e Healthcare Business services handling about 5 end to end accounts and 6 part scopes
• There are 215 DM and 8 TLs and 1 AM report to me