Kawaljeet Vohra
Summary
Dedicated Account Manager promoting dynamic client management, issue resolution, relationship-building skills and talented professional with expertise in collaborating with departments. Proven history of increasing revenue while bringing in new clients. Versatile Customer Centric Management highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
23
23
years of professional experience
Work History
Process Trainer
British Airways
10.2021 - Current
- Developed and implemented training programs for new process employees.
- Conducted classroom, on-the-job, and web-based training sessions to ensure employee understanding of processes.
- Created and maintained comprehensive documentation related to process training activities.
- Analyzed existing processes and developed plans for improvement based on best practices.
- Provided feedback to supervisors regarding employee performance in relation to the processes being trained.
- Assisted in the development of assessment tools used to evaluate effectiveness of process training initiatives.
- Maintained accurate records of all process training activities including attendance and evaluation results.
- Monitored trainee progress throughout the course of their program and provided additional support as needed.
- Collaborated with other departments to develop effective integration strategies between different processes.
- Identified areas where additional process instruction was necessary and created supplementary materials accordingly.
- Collaborated with other departments to maintain current knowledge of training needs.
- Monitored, evaluated and recorded training activities or program effectiveness.
Client Relationship Executive
British Airways
08.2019 - Current
- Provided support to customers over the phone and via email.
- Resolved customer inquiries in a timely manner, exceeding service-level agreements.
- Analyzed customer issues to identify root cause and provided appropriate solutions.
- Maintained customer accounts and updated account information as needed.
- Performed data entry tasks for client records management.
- Conducted regular follow-up calls with customers to ensure their satisfaction with services provided.
- Documented all customer interactions in the company's database system.
- Provided feedback on areas where improvements were needed in order to enhance customer experience.
- Handled multiple chat sessions simultaneously while providing excellent support to clients.
- Collaborated with other teams within the organization to provide comprehensive solutions for clients.
- Reviewed existing policies and procedures related to client support operations.
- Participated in weekly meetings with senior staff members discussing progress of ongoing projects.
- Demonstrated strong sense of ownership for customer issues, displaying empathy and maintaining productive dialogue throughout open requests.
Inside Sales Manager
Pearson Vue
01.2015 - 10.2017
- Developed and implemented effective sales strategies to increase revenue.
- Analyzed customer data to identify potential opportunities for growth in new markets.
- Collaborated with marketing department to develop promotional materials that highlighted product features and benefits.
- Established strong relationships with key customers by providing timely responses to inquiries, addressing concerns and resolving issues quickly.
- Researched competitive products in order to stay informed of market trends and industry developments.
- Maintained accurate records of all customer interactions using CRM software.
- Identified areas where processes could be improved within the organization in order to streamline operations.
- Communicated with repeat customers to build long-term relationships.
- Reported sales metrics to senior management and suggested improvements that could be made to increase the value of collateral.
- Lead inside sales meetings to outline projected goals and marketing campaigns.
- Collaborated with marketing and development departments for effective sales.
Team Manager Customer Service
Canam Limo
01.2012 - 01.2015
- Manage daily operations /Administrative Tasks.
- Actively handling support functions from employee hiring, training, payroll, retention, attendance and grievances.
- Tie ups and promotional activities with different vendors for catering services.
- Created a positive work environment by setting clear expectations and providing resources necessary for success.
Business Development Manager
NIIT Ltd
01.2008 - 01.2012
- Developed and implemented strategies to increase sales and market share.
- Created presentations to attract new business opportunities.
- Maintained a database of existing customers and prospective leads.
- Conducted research on industry trends, competitor activities, and customer needs.
- Organized meetings between senior management and prospective customers.
- Collaborated with marketing team members to design promotional materials.
- Researched target markets to understand the needs of current and potential customers.
- Provided training to sales staff on effective communication techniques when dealing with clients.
- Monitored competitors' activities, prices, products, services., in order to stay ahead of the competition.
- Conducted market research and reported on competitors.
Collection Associate
Global Vantedge
07.2003 - 09.2005
- Conducted outbound calls to delinquent customers in order to negotiate payment arrangements.
- Maintained accurate records of customer interactions and account statuses using computer software systems.
- Provided information on payment options, such as installment plans, to help resolve customer delinquencies.
- Researched customer accounts to determine appropriate collection actions.
- Developed and implemented collection strategies to increase payment rates.
Process Developer
GE Capital
01.2001 - 01.2003
- Dialed on Cooperate past due accounts for Visa and Masters.
- Managed the performance reports and shared feedbacks.
- Created reports detailing the results of process improvement initiatives.
Education
Bachelor of Arts -
Delhi University
2000
High School Diploma - Science
Translam Academy International
1997
Systems Management
Polytechnic
1999
Skills
- Strategic Partnerships
- Pipeline Development
- Sales Presentations
- Project Management
- Relationship Building
- Client Consultations
- Performance Evaluations
- Customer Service
- Prospecting
- Salesforce Management
- Lead Generation
- Decision-Making
- Business Development
- Relationship Development
- Pipeline Management
- New Business Development
- Mentoring and Coaching
- Account Management
- Business Intelligence and Analysis
- Training and mentoring
- Verbal and written communication
- Market and competitive analysis
- Account Servicing
- Database Management
- Relationship building and rapport
- Business Administration
- Client Relationship Building
- Process Improvement
- Team Leadership
- Sales and Marketing
- Market Tracking
- Research
- Performance Goals
- Account development
- Operations
- Training and Development
- Territory and account management
- Cross-Functional Collaboration
- Relationship building and management
- Team Collaboration
- Territory Management
Personal Information
03 June 1980
Married
C3A/124A GF Janakpuri,New Delhi - 110058
Additional Information
Being a garrulous person, connecting to people comes naturally to me. I am able to create a two-way communication effectively with group or individually. During, my early days I was referred as 'Miss congeniality' and I have taken pride in taking that forward with me. My easy-going attitude, resilience and persuasive behavior has helped me in every aspect. My past experience, dealing with client and short deadlines have taught me time management and being a team player. Being with Corporate gave me an insight of my thoughtfulness, empathy and creating a win- win at both ends. The customer's and client appreciation and feedbacks have motivated me to be proactive, diligent and determined towards achieving the best results. I have been exposed to account mining, research, sales, client relation and training staff for internal and external clients during my previous roles. My spontaneity and wit, are my unique attributes, that will help me to be creative in the field of work. I am open to new learnings and can adapt quickly to tools and environment.
References
References available upon request.
Timeline
Process Trainer
British Airways
10.2021 - Current
Client Relationship Executive
British Airways
08.2019 - Current
Inside Sales Manager
Pearson Vue
01.2015 - 10.2017
Team Manager Customer Service
Canam Limo
01.2012 - 01.2015
Business Development Manager
NIIT Ltd
01.2008 - 01.2012
Collection Associate
Global Vantedge
07.2003 - 09.2005
Process Developer
GE Capital
01.2001 - 01.2003
Bachelor of Arts -
Delhi University
High School Diploma - Science
Translam Academy International
Systems Management
Polytechnic