LATIKA RAHEJA

Currently contributing to the company’s strategic growth by identifying and pursuing new business opportunities, fostering client relationships, and driving revenue generation. This role entails conducting market research, engaging with clients, and collaborating with cross-functional teams to meet business objectives.

Key Responsibilities:

• Identify emerging markets and customer segments to support revenue expansion initiatives.
• Build and sustain strong relationships with both prospective and existing clients.
• Contribute to the creation of business proposals, presentations, and contract documentation.
• Assist in the negotiation and closure of business deals, ensuring alignment with company objectives.
• Offer strategic input to the development of business plans and growth strategies.
• Identify and evaluate potential partnerships or collaboration opportunities.
• Maintain high customer satisfaction through consistent follow-ups and proactive feedback management.
• Respond to client inquiries and oversee seamless contract execution.
• Liaise with operations and delivery teams to ensure client deliverables meet expectations.
• Mentor and support junior team members, fostering collaboration and skill development.
• Prepare regular business reports, including quarterly sales performance, pipeline updates, and market insights.
• Lead by example and guide junior staff in working collectively toward shared business goals.

• Keep in constant touch with clients and assuring client retention
• Acting/working on enquiries received
• Attended tradeshows and conferences to network with potential clients.
• Negotiated contracts with vendors, suppliers, partners, and customers.
• Responding each and every client with quotation and assist them with their queries and following up with them till its resolved
• Working as an informal Team Lead and taking care of all emails on daily basis Interacting with client and vendor timely to keep client posted and internal team of enquiry and project status Converting enquiries to projects. Sending daily reports end of the day.
• Managed all aspects of client accounts including contract negotiations, project planning, budgeting, invoicing and payment processing.
• Prepared reports on sales performance metrics such as revenue growth rate, conversion rates and lead-to-customer ratios.
• Drafted proposals for prospects in response to their requests for information.
• Provided training to sales staff on effective communication techniques when dealing with clients.
• Identified potential clients, built relationships, and negotiated contracts.
• Conducted research on industry trends, competitor activities, and customer needs.
• Organized meetings between senior management and prospective customers.
• Leveraged cold calling, in-person visits and referrals to build leads.
• Established new customer accounts using negotiation and sales closing abilities.
• Identified new customers through pipelining, pre-qualification and territory analysis and management.
• Developed short-term and long-term vision and strategy to achieve targeted sales objectives.
• Maintained open and ongoing communication with clients to meet needs and expectations.
• Oversaw the development of business proposals and bids for new projects or contracts.
• Represented the company at industry conferences, networking events, and trade shows to build brand awareness.
• Implemented CRM strategies to improve customer engagement and retention.
• Resolved customer complaints regarding sales and service.
• Coached, developed and motivated team to achieve revenue goals.
• Ensuring each client has an enriching interaction with us

• Greet and assist customers, visitors, and vendors in a courteous and professional manner.
• Coordinate with branch officers to direct customers to the appropriate department or representative.
• Provided administrative support to staff members.
• Scheduled appointments for clients and customers.
• Updated existing records in the company database system.
• Organized incoming mail, packages, and deliveries promptly.
• Coordinated with various departments to ensure smooth operations.
• Handle incoming calls, emails, and correspondence and ensure timely redirection or resolution.
• Support in maintaining records, filing systems, and administrative data entry as needed.
• Address and escalate customer issues or concerns to the relevant departments promptly.
• Managed bookings of conference rooms or other facilities.

• Assist customers for their product related queries
• Providing product information to prospective customers
• Resolved customer complaints in a timely manner.
• Provided technical support to customers via email and phone.
• Collaborated with other departments to resolve complex issues.
• Escalated unresolved problems to higher levels of management when necessary.
• Implemented strategies for improving response time for emails.
• Serve as the primary point of contact for customer interactions, ensuring a positive experience at every touchpoint.
• Develop and maintain strong, long-term relationships with customers to encourage repeat business and loyalty.
• Respond to customer inquiries and complaints via phone, email, or in person, and resolve issues promptly.
• Provide accurate information about products, services, pricing, and policies.
• Identify customer needs and recommend appropriate products or services to meet those needs.
• Follow up with customers to ensure satisfaction and gather feedback for continuous improvement.
• Maintain and update customer records and CRM databases accurately and in a timely manner.
• Collaborate with internal departments such as sales, operations, and finance to ensure smooth service delivery.
• Assist in executing customer engagement programs, feedback surveys, and loyalty initiatives.
• Escalate complex customer issues to the appropriate department or management when necessary.

• Primary responsibility is to maintain MIS and process work orders in MS Office
• Interacting with customers and assisting them to resolve their SIM related queries
• Providing telecom plans and company related information to prospective customers
• Ensuring each customer has an enriching interaction with us
• Cultivating & maintaining mutually beneficial relations with customers
• Working as an informal Team Lead and taking care of operations
• Handling the counter alone
• Maintaining records and tally cash on daily basis
• Sending daily sales reports.
• Responded promptly to all incoming calls, emails and online inquiries from customers.
• Collaborated with other team members to develop solutions for difficult customer problems.
• Designed promotional campaigns to attract new customers and retain existing ones.
• Organized training sessions for newly hired Customer Relationship Executives.
• Ensured that all incoming calls were answered promptly and professionally.
• Coordinated with various departments such as marketing, sales, finance and operations for implementation of CRM initiatives.
• Identified opportunities for up-selling or cross-selling products or services.
• Created and maintained customer databases, segmenting customers into different categories based on their needs.
• Developed and maintained relationships with customers to ensure their satisfaction.
• Analyzed customer feedback and coordinated with internal teams to address and resolve issues promptly.
• Collaborated with sales and marketing teams to identify opportunities for account growth and cross-selling.
• Provided top quality control and eliminated downtime to maximize revenue.
• Supported sales team members to drive growth and development.
• Updated databases with new and modified customer data.
• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
• Strengthened customer retention by offering discount options.
• Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

• Answer incoming complaint calls from customers courteously and professionally.
• Listen actively to customer concerns, empathize with their issues, and provide appropriate solutions or escalation.
• Log complaints accurately in the system with all necessary details for tracking and resolution.
• Coordinate with relevant departments (technical, billing, operations, etc.) to ensure timely complaint resolution.
• Provide status updates to customers regarding their complaint resolution progress.
• Ensure all complaints are addressed within defined turnaround times (TAT) and service level agreements (SLAs).
• Follow standard operating procedures (SOPs) and scripts where applicable.
• Maintain a calm and patient demeanor, even with difficult callers.
• Identify recurring issues and report them to supervisors for continuous improvement.
• Record and document customer interactions for future reference and quality control.
• Strive to exceed customer expectations and promote a positive brand image.
• Managed incoming calls promptly while providing exceptional customer service throughout the entire call process.
• Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.