Kanika Ahuja
Noida
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
13
13
years of professional experience
Work History
Head Customer Services and Sales
British Council Division
12.2023 - Current
- Leading the all India cutsomer services team and sales team- frontline, call center accountable for their delivery.
- Monitor and review daily sales performance through conversion rates at all stages of the sales funnel for all products and to ensure that the team and individual sales targets are met / exceeded
- Enable smooth tracking of sales activity on CRM in line with corporate guidelines and that sales performance reports and dashboards are prepared as per agreed format.
- Project Delivery- Responsible for carrying out various projects to increase staff productivity, improving current processes.
- People management- Recruitment, training and developing people are my core KPI.
- Stakeholder management-· Work with local, cluster and regional marketing and communications teams to plan and execute proactive communications that support business goals and Business continuity plans.
- Quality Monitoring-· Ensure appropriate Quality monitoring is in place across the cluster according to Global and Regional strategy
- Finance and resource management-· Directly plan and control specific cost variables (rather than the total budget) to meet established targets, ensuring compliance with all relevant corporate financial systems and processes.
Customer Services and Sales Manager
British Council Division
02.2022 - 12.2023
- Build, lead and motivate the Sales and Customer Management team to achieve and exceed new sales and re-registration targets and conversion KPIs
- Work closely with Business, Academic and Marketing teams to develop and execute sales strategies, plans and processes in line with the country and regional plans
- Run the day-to-day operation of British Council Customer Services in accordance with corporate standards and policies
- Own the Voice of the Customer Programme
- Regular (weekly) monitoring and reporting data and customer trends gathered through a range of methods including quality monitoring weekly exercises, Customer Effort Survey, Teaching Centre Online survey, observation of classes, Mystery Shopping exercises and customer focus groups
- Conduct training need analysis of the customer service team and arrange training and development so operational capability is built within the team
Customer Service Manager
British Council
Delhi
08.2016 - 02.2022
- Monitor team and individual performance parameters like queue performance and agent performance
- Managing attrition so that the daily work is not hamper and thus saving cost and time of the company
- Manage the Customer Service (CS) team so that it delivers high quality, efficient, welcoming and proactive service to the full range of the British Council events and services
- To continually review and improve all customer related processes and strive for improved customer experience
- Contribute to business targets of the centre and ensure effective and efficient customer experience
- Act as a complaints manager
- Carry out additional administrative responsibilities within defined processes
- Act as a floor manager in the respective shift,This would include ensuring adequate staffing, smooth customer journey, ensuring that required information is available at the customer facing point
- Handling escalation and complaints
- Ensure that service level agreement with various teams are met and Frequently Asked Questions (FAQ's), Information knowledge bank and response templates are maintained and up to date
- Monitor projects on an ongoing basis, undertaking periodic simple analysis of data
Customer Service Executive
British Council
Delhi
10.2011 - 11.2014
- Deliver a high quality, welcoming and proactive enquiry and registration service for the full range of British Council events and activities
- Respond politely and professionally to first level enquiries to queries, through various channels - face-to-face, phone, e-mail, social, Web chat, and media from visitors, members and customers
- Managing front office operation, registering students for various exams and English courses
- Auditing calls and emails to ensure that quality is maintained for our contact centre
- Designing and implementing of processes for continuous improvement in customer communications
- Submitting accurate and well formatted daily, weekly, monthly, quarterly, and annual reports on time
Education
B. Com -
School of Open Learning, Delhi University
11.2014
Skills
- Project Managment
- Strategic Planning
- Work flow planning
- Conflict Management
- Excellent time management skills
- People management
Timeline
Head Customer Services and Sales
British Council Division
12.2023 - Current
Customer Services and Sales Manager
British Council Division
02.2022 - 12.2023
Customer Service Manager
British Council
08.2016 - 02.2022
Customer Service Executive
British Council
10.2011 - 11.2014
B. Com -
School of Open Learning, Delhi University
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