Meenakshi Gulati
New Delhi
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management
Overview
19
19
years of professional experience
8
8
years of post-secondary education
Work History
AM - B2B Sales
Yatra Online
8 2023 - Current
- Developing relationships with potential clients which includes identifying new business opportunities, negotiating and closing deals
- Staying connected with respective teams, like marketing, support team and sales team to ensure that client has got access and availability of the information required
- Responsible for managing the sales process from beginning till end when acquiring new business
- To develop new business possibilities from existing clients and to stay connected with the marketing team to ensure all the enquiries and queries being handled within the time frame
- Ensuring and providing prompt resolution to the customers queries and making the process smooth
- Connecting with different teams internally to improve overall customer experience
- Monitoring and maintaining team performance via regular meetings and contributing ideas to improve the overall business.
Senior Travel Consultant
TravelPack
02.2023 - 08.2023
- Develop collaborative professional relationships through clear and effective communication with vendors
- Provide excellent customer service by going above and beyond for clients to consolidate brand loyalty and exceed monthly KPI goals
- Tailored itineraries to meet customers' specific needs and budgets to improve customer experience and build stronger client relationships
- Resolved customer issues and assisted with complaints promptly and professionally, boosting retention rates by 20%.
Account Manager
KPS Advocates
01.2020 - 01.2023
- Develop and oversee customer retention campaigns
- Participate in and improve upon in-house brand promotions
- Engage with minimum 10 customers per day via live contact and follow up with all prospects within two days
- Working with compliance issues to ensure smooth operations of the organization
- Learn and recognize triggers based on customer behavior and engage with customers who request to terminate or downgrade service
- Manage budget and achieve or exceed monthly quota as established by Account Management Supervisor.
Sr. Travel Consultant
Onkar Infotech
11.2009 - 03.2019
- Maintaining the relationship with customers by ensuring fulfillment of their requirements
- Dealing with travel related queries (bookings of hotels, tickets, stay etc)
- Actively maintained and updated customer accounts
- Quickly triaged incoming calls, and escalated calls when necessary, reducing the average time to resolution by 19%
- Actively worked to display a courteous and empathetic attitude to customers, resulting in exceptional performance.
Sr. Associate
Infovision
09.2007 - 05.2009
- Up-selling of additional products & services and online troubleshooting of internet connections and telephone line across UK
- Promptly handled an average of 80 customer inquiries and complaints per day with a 96% customer satisfaction rate
- Maintained a knowledge base of the evolving service offerings, and improved customer retention by 9% by proactively recommending new services to existing customers
- Exceeded targets in terms of sales volume and customer satisfaction by 32%
- Documented customer interactions to reduce on-boarding time by 15% when new customer service representatives interact with customers
- Increased average customer order size for new customers by understanding needs and recommending the right services.
Sr. Associate
Hero ITES
09.2005 - 08.2007
- Up-selling of products and services and processing Credit Card applications
- Assisted in 200+ tele-sales that brought in new customers to the organization
- Used Microsoft Office tools to track customer experiences, communication, and marketing efforts
- Identified gaps and bottlenecks in customer care, and instituted actionable and incentivized customer feedback cards that improved customer retention by 71%
- Maintained a high level of customer satisfaction through effective verbal and written communication skills
- Updated customer accounts, and resolved customer issues for 98% satisfaction rate
- Provided exceptional customer service to customers, and assisted them in setting up credit card plans
- Exceeded sales targets by 16% in 2006 by maintaining a robust knowledge of product offerings and quickly assessing customer needs.
Education
B.Com -
University of Delhi
07.2002 - 05.2006
Higher Secondary (Commerce) - undefined
Central School
04.2000 - 05.2002
Matriculation - undefined
Central School
03.1998 - 05.2000
Skills
Customer Retention
Customer Satisfaction
Up-Selling
Negotiation
Team Management
Conflict Resolution
Results Oriented
Relationship Development
Database Maintenance
Detail-Oriented
Timeline
Senior Travel Consultant
TravelPack
02.2023 - 08.2023
Account Manager
KPS Advocates
01.2020 - 01.2023
Sr. Travel Consultant
Onkar Infotech
11.2009 - 03.2019
Sr. Associate
Infovision
09.2007 - 05.2009
Sr. Associate
Hero ITES
09.2005 - 08.2007
B.Com -
University of Delhi
07.2002 - 05.2006
Higher Secondary (Commerce) - undefined
Central School
04.2000 - 05.2002
Matriculation - undefined
Central School
03.1998 - 05.2000
AM - B2B Sales
Yatra Online
8 2023 - Current