Summary
Overview
Work History
Education
Skills
Certification
Awards
Websites
Affiliations
Timeline
Generic
Jitendra Tiwari

Jitendra Tiwari

Noida

Summary

Dynamic Consumer Care Specialist with a proven track record at Coloplast, excelling in patient support programs and data analysis. Adept at enhancing consumer engagement through effective communication and cross-functional collaboration. Recognized for driving campaign success and maintaining high-quality standards, while demonstrating strong problem-solving abilities in fast-paced environments.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Consumer Care Specialist

Coloplast
Noida
11.2017 - Current
  • Execution of Patient Support Programs: Responsible for implementing and managing Patient Support Programs, ensuring that consumers receive timely and accurate information about Coloplast products and services.
  • Lead Engagement and Management: Proactively engage with new and existing consumers through various communication channels (phone, email, SMS), capturing leads accurately to maintain high CRM quality and completeness.
  • Data Analysis and Reporting: Utilize data analysis skills to interpret consumer feedback and service metrics, identifying trends that inform process improvements and enhance service delivery. Generate reports on key performance indicators (KPIs) to track consumer engagement and satisfaction levels.
  • Consumer Campaign Execution: Collaborate with marketing teams to execute consumer campaigns, documenting feedback and insights to optimize future initiatives. Analyze campaign performance data to assess effectiveness and recommend adjustments.
  • Order Processing Support: Assist consumers in placing orders through the e-commerce platform, ensuring a seamless experience from order entry to payment processing. Validate new leads within service level agreements (SLAs).
  • Consumer-Centric Communication: Maintain a positive company image by engaging in professional, empathetic communication with consumers. Address queries and complaints promptly, ensuring resolution within SLAs.
  • Quality Assurance: Meet predefined KPIs regarding quality of care and consumer engagement volumes. Conduct regular reviews of processes to ensure compliance with standard operating procedures (SOPs) and identify areas for improvement.
  • Cross-Functional Collaboration: Work closely with logistics, and product teams to ensure timely delivery of products and accurate processing of consumer requests.

Assistant Team Manager

Optimal Transnational Pty. Ltd.
Noida
04.2012 - 10.2017
  • Generated high-quality leads for funeral insurance products, focusing on the Australian market.
  • Conducted comprehensive sales analysis of various products on weekly, monthly, and quarterly bases, identifying trends and forecasting demand to inform strategic decisions.
  • Expanded client base through targeted cold calling initiatives, collaborating with senior management for optimal results.
  • Provided exceptional customer service by efficiently resolving queries and addressing concerns.
  • Demonstrated strong negotiation skills in finalizing agreement terms and successfully closing sales.
  • Served as a trainer for 8 months before transitioning to the Learning & Development department, where I focused on enhancing the performance of underperforming team members in operations.

Telemarketing Executive

Religare
Noida
06.2010 - 07.2011
  • Managed collections through proactive calls and correspondence in a fast-paced, goal-oriented environment.
  • Provided comprehensive customer service related to collection issues, resolving discrepancies and processing account adjustments.
  • Monitored and maintained assigned accounts, handling customer calls, account adjustments, and credit memos.
  • Accountable for reducing delinquency for assigned accounts.
  • Collaborated with field executives to ensure timely collection of payments from customers.
  • Enlisted support from sales and senior management to accelerate the collection process.

Education

Bachelor of Business Administration - BBA - Business Administration and Management, General

Bundelkhand University
Jhansi
01.2011

Senior Secondary - Physics

Saraswati Vidhya Mandir Inter College
Jhansi
01.2008

Matriculation - Mathematics

St Joseph High School
Jhansi
01.2006

Skills

  • Telemarketing
  • Debt collection
  • Account management
  • Patient support programs
  • Data analysis
  • Order processing
  • Quality assurance
  • Campaign execution
  • Problem solving
  • Cross-functional collaboration
  • Performance reporting
  • Compliance adherence

Certification

  • Process Data from Dirty to Clean
  • Ask Questions to Make Data-Driven Decisions
  • Share Data Through the Art of Visualization
  • Prepare Data for Exploration
  • Analyze Data to Answer Questions

Awards

Employee of the Month, Employee of the year, Champion - Direct to Consumer, Patient Retention Award

Affiliations

  • Receiving recognition as a Direct-to-Consumer (DTC) champion This achievement underscores my dedication and skill in enhancing customer experience and business growth in the DTC sector At Coloplast, such accomplishments are highly valued, as they contribute significantly to innovation and bringing quality healthcare products directly to consumers

Timeline

Consumer Care Specialist

Coloplast
11.2017 - Current

Assistant Team Manager

Optimal Transnational Pty. Ltd.
04.2012 - 10.2017

Telemarketing Executive

Religare
06.2010 - 07.2011

Bachelor of Business Administration - BBA - Business Administration and Management, General

Bundelkhand University

Senior Secondary - Physics

Saraswati Vidhya Mandir Inter College

Matriculation - Mathematics

St Joseph High School

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Jitendra Tiwari