Kajal Dangwal
Noida
Summary
Dedicated and customer-focused professional with 6 years of experience in customer services, retention, and order to cash processes. Proven ability to manage customer relationships, resolve issues efficiently, and enhance customer satisfaction. Seeking to leverage my skills and experience to contribute to a dynamic team in a customer-centric organization.
Overview
6
6
years of professional experience
Work History
Team Lead - Retention
Think & Learn Pvt Ltd.
Bengaluru, India
11.2023 - Current
- Resolved accounts receivable that were up to 30 days past due providing respect and understanding.
- Processed extensions changed due dates for customers, updated customer profiles and took supervisor calls
- Led team of 15 retention specialists, achieving 20% increase in customer retention rates over 12-month period.
- Developed and executed personalized retention plans for high-risk customers, successfully retaining 85% of targeted accounts.
- Collaborated with product development team to enhance user experience based on customer feedback, contributing to 15% increase in app engagement.
- Presented monthly retention reports to senior management, highlighting key metrics and actionable insights that informed strategic decisions.
- Established team priorities, maintained schedules and monitored performance
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Performed Quality Analysis of customer support department.
- Recommended areas of improvement to management by auditing quality of calls.
Specialist - Retention
Think & Learn Pvt Ltd.
Bengaluru
11.2022 - 11.2023
- Managed a portfolio of over 500 students, maintaining a 90% satisfaction rate through personalized follow-ups and support.
- Make sure that every single client problem is dealt with satisfactorily and within the bare minimum of TAT.
- Drafted reports and monitored the KPIs, KRAs and SLAs of the team and presented it to the management.
- MIS Operations Work, Key account management
- After-sales operational work along with retaining customers and well versed with CRM having complete product knowledge.
- Foster strong bonds with parents, work as a seamless conduit between them and the instructor, and always put the needs of the children's education first.
- Resolved over 200 student queries and issues monthly, maintaining a high first-contact resolution rate of 85%.
Pre Sales Associate
Think & Learn Pvt Ltd.
Bengaluru, India
05.2021 - 11.2021
- Client acquisition along with retention of the existing client overall presales and inside sales work with operations work
- Maintaining relation between teachers and potential student
- Identify new potential prospects and follow-up with existing prospects
- Resolved problems, improved operations and provided exceptional service
- Conducted over 200 product demonstrations and presentations to prospective clients each month.
- Maintained a customer satisfaction score of 95% by providing personalized and effective solutions.
Process Analyst
Techmojito Digital Services Pvt Ltd
Noida, India
07.2018 - 04.2021
- Resolved problems, improved operations and provided exceptional service.
- Assisted with customer queries and provided additional detailed information on new services.
- Worked independently and as part of team to handle customer conflict and resolved issues professionally.
- Managing disputes raised by customers on their due payments.
- Increased efficiency and team performance by implementing actionable process improvements.
Education
Master of Science - Microbiology
Lucknow University
05.2018
Bachelor of Science - Biology
National P.G College
05.2016
Kendriya Vidyalaya
05.2013
High School Science Education
Kendriya Vidyalaya
05.2011
Timeline
Team Lead - Retention
Think & Learn Pvt Ltd.
11.2023 - Current
Specialist - Retention
Think & Learn Pvt Ltd.
11.2022 - 11.2023
Pre Sales Associate
Think & Learn Pvt Ltd.
05.2021 - 11.2021
Process Analyst
Techmojito Digital Services Pvt Ltd
07.2018 - 04.2021
Master of Science - Microbiology
Lucknow University
Bachelor of Science - Biology
National P.G College
Kendriya Vidyalaya
High School Science Education
Kendriya Vidyalaya
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