Meenakshi Gulati
Summary
Accomplished Key Account Manager at Yatra Online, adept in customer retention and negotiation, spearheaded initiatives that boosted client satisfaction by 96%. Leveraging relationship development and team management skills, I drove significant business growth, outperforming sales targets and enhancing customer contentment through strategic problem-solving and detailed database maintenance.
Overview
19
19
years of professional experience
Work History
Key Account Manager - Travel Pro
Yatra Online
07.2024 - Current
- Cultivated and maintained robust client relationships through regular engagement, including monthly visits and virtual meetings, ensuring consistent communication and alignment across PAN India
- Proactively identified client issues, analyzed their needs, and provided tailored solutions to enhance customer satisfaction and drive long-term loyalty
- Coordinated cross-functionally with internal teams to ensure the timely resolution of client concerns, facilitating seamless execution of tasks and project deliverables
- Managed soft closure accounts by addressing outstanding issues, ensuring smooth transitions either by closing accounts or re-engaging clients for continued business
AM - B2B Sales
Yatra Online
08.2023 - 06.2024
- 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
- Ensuring and providing prompt resolution to the customers queries and making the process smooth
- Successfully revived dormant accounts through personalised approach, resulting in a significant increase in active clientele
- Executed effective farming techniques to nurture the existing accounts leading to increase in account value
- Effectively managing the team of 10 professionals to drive business growth through collaborative efforts and strategic planning
- Monitoring and maintaining team performance via regular meetings Monitoring and contributing ideas to improve 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
05.2006
Higher Secondary - Commerce
Central School
05.2002
Matriculation -
Central School
05.2000
Skills
- Customer Retention
- Customer Contentment
- Up-Selling
- Negotiation
- Team Management
- Conflict Resolution
- Results Oriented
- Relationship Development
Timeline
Key Account Manager - Travel Pro
Yatra Online
07.2024 - Current
AM - B2B Sales
Yatra Online
08.2023 - 06.2024
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
Higher Secondary - Commerce
Central School
Matriculation -
Central School
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