KOMAL MATHUR
Gurugram
Summary
Seasoned specialist offering several years of comprehensive experience interpreting and implementing quality assurance standards and investigating customer complaints and non-conformance issues. Practiced and knowledgeable professional possessing excellent problem solving and analytical skills paired with strong knowledge of qa terms, tools and methodologies. Committed to improving overall business processes.
Overview
6
6
years of professional experience
Work History
Assistant Manager Int. Sales Support
SKYRA PROFESSIONAL EQUIPMENT PVT. LTD.
New Delhi
04.2017 - 06.2019
- Instant Enquiry generation (Price availability, sales discount, Quotation Generation, Sales Orders & job Work Orders and Customer Complaint, SAP Management)
- Instant Order Processing (Customer Negotiation, PI Generations)
- Instant Re-order processing (Organization of customer item list, settled discounts)
- After sales calls and feedback
- Availability of high-quality samples in own showroom
- Samples Availability and Presentation
- MIS Analysis and Reports
- Generating reports of Open Complaints, Closed Complaints, Customer Feedback, and Market Research
- Daily In Stock Inventory Report.
Executive
Vulcan Xpress Subsidiary of Snapdeal
Gurgaon
03.2015 - 03.2017
- Implementation of new key initiatives for best customer experience
- MIS report sharing, Performance monitoring
- Social Media escalation complaint resolution on time for better customer experience
- Sale period or any other challenges in delivery preventive action on time.
Tele caller (Sales Department)
BHASIN GROUP (MIST AVENUE)
10.2013 - 03.2015
Team Leader (Telesales Department)
PEARL RIYA ASSOCIATE (A Division of S.R DAKSH COMPANY)
05.2013 - 09.2013
Specialist in(SCF) Customer Retention and Growth
Bizongo (Smartpaddle Technology Private Limited)
Gurgaon
04.2019
- Responsible for handling top customers and managing retention, adoption and expansion of services with assigned base of customers
- Be a trusted advisor to the customers and help them gain business success using products
- Partner with internal cross-functional teams to understand customer's goals and key performance metrics & exceed those goals throughout customer life cycle
- Monitor the customer health, by getting regular updates on traffic, product adoption, general sentiment, support tickets
- Identify expansion opportunities through interactions with the customer, or observations and liaise with Account Execute to execute expansion strategy
- Participate in onboarding activities and product demonstrations post purchase
- Be the bridge between market and Product teams
- Help drive faster return of investment on solution for customer
- Organize and orchestrate cross functional resources to fulfill customer requirements, and proactively engage in helping customer business success
- Perform QBR and Service Reviews to ensure customer goals are being met
- Drive customer participation and attendance in business related events/webinars or other promotive activities
- Act as point of escalation along with AE when required and help manage customer Expectations
- Be the voice of customer back to our Product organization, communicate trending customer feedback and ideas
- Drive cross-team and cross-department projects to develop and improve processes, ways of work, tools, and metrics
- Participate in global customer success community through knowledge sharing and cross-regional transfer of successful practices
- Regular syncs with Account Executive/TL’s to provide expansion, risk, and forecast updates.
Education
BA -
Delhi University
01.2017
12th -
CBSE Board
01.2013
10th -
CBSE Board
01.2011
Skills
- Customer retention
- Customer management
- Customer success
- Product adoption
- Cross-functional collaboration
- Customer satisfaction
- Escalation management
- Project management
- Process improvement
- Knowledge sharing
- Sales
- Quotation generation
- Order processing
- After sales support
- Inventory management
- MIS analysis
- Report generation
- Market research
- Customer experience
- Social media management
- Complaint resolution
- Operations management
- Billing
- Finance management
- Performance reporting
- Customer Relations
- Emergency Response
- Quality Assurance
- Resource Allocation
- Supply Management
- Root Cause Analysis
- Documentation Management
- Management collaboration
- Project Planning
- Professionalism
- Problem-solving aptitude
- Experience in leadership
- Organizational Skills
- Task Prioritization
- Written Communication
- Adaptability and Flexibility
- Problem-solving abilities
- Time management abilities
- Active Listening
- Self Motivation
- Problem-Solving
- Relationship Building
- Team building
- Process Improvement
- Multitasking
- Idea Development and Brainstorming
- Effective Communication
- Business Development
- Team Collaboration
Languages
- English
- Hindi
- Punjabi
Personal Information
- Husband Name: Mr.Abhinav Dubey
- Gender: Female
- Nationality: India
- Marital Status: Married
Aboutme
10.9, 08/03/95, New Delhi, +91-9599438981, komalmathur2904@gmail.com
References
Available on request.
Hobbies and Interests
- Playing online games
- Wikipedia surfing
- Listening to Music
- Exploring new places.
Accomplishments
- Received an award in 2022 for achieving the highest product adoption in the SCF Team.
- Got promoted in 2022 from executive to specialist.
Timeline
Specialist in(SCF) Customer Retention and Growth
Bizongo (Smartpaddle Technology Private Limited)
04.2019
Assistant Manager Int. Sales Support
SKYRA PROFESSIONAL EQUIPMENT PVT. LTD.
04.2017 - 06.2019
Executive
Vulcan Xpress Subsidiary of Snapdeal
03.2015 - 03.2017
Tele caller (Sales Department)
BHASIN GROUP (MIST AVENUE)
10.2013 - 03.2015
Team Leader (Telesales Department)
PEARL RIYA ASSOCIATE (A Division of S.R DAKSH COMPANY)
05.2013 - 09.2013
BA -
Delhi University
12th -
CBSE Board
10th -
CBSE Board
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