Jenita Lawrence
Chennai
Summary
Experienced and dependable general worker with a proven track record of efficiently completing tasks in various settings. Skilled in manual labor, equipment operation, and maintaining a clean and organized workspace. Safety-conscious with a strong work ethic and the ability to adapt to different environments. Ready to contribute to a dynamic team and make a positive impact.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Regional Manager-Elite Elevators Pty Ltd-Australia
Elite Elevators
Chennai
06.2022 - Current
- Devised and enforced resilient CRM plans, leading to heightened customer engagement and amplified lifetime value.
- Developed and implemented successful CRM strategy that led to a 20% increase in new buyers and a 15% increase in returning buyers.
- Increased cross-selling and upselling potential by 25% through the implementation of targeted CRM campaigns
- Organized promotional events to generate interest in products or services offered by the company.
- Identified new business opportunities through market research and industry trends.
- Maintained a high level of professionalism when interacting with customers or vendors in person or over phone and email communication.
- Managed regional operations including inventory control, staffing levels, logistics, customer service.
- Provided mentorship and coaching to staff members throughout the region as needed.
- Achieved enhancement of desired customer behavior by analyzing data resulting in 10% increase
- Managed segmentation of customer database leading to precise targeting and successful communication.
- Developed and tested strategies resulting in 15% more effective ways of communicating with customers
- Researched new ways of communicating to customers resulting in innovative communication methods
- Ensured all CRM touchpoints contributed to a consistent and positive brand image and experience
- Supported other customer-facing departments with guidelines on customer engagement
- Implemented new processes and customer success policies, which improved customer problem resolution time from 24-48 hours.
Customer Service Manager
Interglobe Pty Ltd
Chennai
08.2014 - 05.2022
- Managed over 1,000 customer support resolutions with ease and confidence, leading to an improved customer satisfaction score of 91%
- Established and maintained customer profiles, leveraging customer churn and satisfaction data to inform future initiatives and customer success strategies
- Developed custom training and education materials which established a more seamless onboarding process, reducing learning curves and increasing.
Education
BBA - Business Administration
Stella Maris
Chennai 05-2017
Skills
- Customer Analysis and Insights
- Customer Training and Education
- Performance Metrics and Dashboarding
- Problem Resolution and Escalation
- Process Improvement and Implementation
- Strategic Planning and Product Utilization
- Data Collection and Reporting
- Onboarding and Support Strategies
- Communication and Interpersonal Skills
- Organizational and Leadership Skills
- Proficient in Salesforce Software
Accomplishments
- Successful Product Launch: Led the successful launch of a new product, resulting in a 50% increase in revenue
- Customer Retention: Maintained 95% customer retention rate over the past year
Awards
Top Performer Award, 06/01/2022, 05/01/2023, Elite Elevators, Recognized for exceeding targets for 3 consecutive quarters
Certification
- Aviation security certificate issued by BCAS.
- Dangerous goods certification issued by DGCA.
- Fire prevention and fire fighting certificate.
- I have been trained in bomb threat awareness and emergency response plan.
Timeline
Regional Manager-Elite Elevators Pty Ltd-Australia
Elite Elevators
06.2022 - Current
Customer Service Manager
Interglobe Pty Ltd
08.2014 - 05.2022
BBA - Business Administration
Stella Maris
- Aviation security certificate issued by BCAS.
- Dangerous goods certification issued by DGCA.
- Fire prevention and fire fighting certificate.
- I have been trained in bomb threat awareness and emergency response plan.
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