Minu Nair
Ernakulam
Summary
Hardworking and motivated CRM Professional with 8 years of experience and record of success. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Overview
9
9
years of professional experience
Work History
Manager Customer Relations
Varma Homes Private Limited
Ernakulam
12.2023 - Current
- Building and maintaining profitable relationships with key customers
- Overseeing the relationship with customers handled by your team
- Resolving customer complaints quickly and efficiently
- Keeping customers updated on the latest products in order to increase sales
- Meeting with managers in the organization to plan strategically
- Expanding the customer base by upselling and cross-selling
- Understanding key customer individual needs and addressing these
- Conducting business reviews using CRM programs
- Knowing your competition and strategizing accordingly.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Established processes to ensure efficient workflow throughout the organization.
Asst. Manager Customer Relations
Prestige Estates Projects Limited
Ernakulam
11.2018 - 08.2023
- Managing the CRM Team and assisting team in day-to-day operations
- Developing and maintaining a portfolio of high-value clients
- Meeting the customer and understanding the customer's requirement in terms of the criticality and planning and delivering the product accordingly
- Ensuring timely delivery of products and services to client
- Collecting the KYC documents from the customer and verifying the details of the customer accordingly
- Act as the primary point of contact for key clients, addressing their inquiries, resolving their issues and finding opportunities for upsell and cross sell
- Coordinated with other departments to ensure smooth flow of operations.
- Conduct review meetings and performance analysis for keys clients
- Coordination for agreement creation and make sure the agreement gets stamped from Government authority on a timely basis
- Analyzing competitor activities and marketing dynamics, adjusting account strategies accordingly
- Identify new Business opportunities within existing accounts
- Collaborating with internal teams like sales, marketing and customer support to deliver exceptional customer support and meets client's expectation
- Studying and updating with industry trends and market development.
Asst.Manager Customer Relations
Manappuram Finance limited
Thrissur
01.2017 - 11.2018
- Manage the customer support day-to-day function
- Conducting customer satisfaction surveys to understand what areas company service need improvement
- Responding to escalated customer support issues
- Formulating and revising customer support policies and promote their implementation
- Assessing support statistics and preparing detailed reports and findings
- Attending Trainings and overseeing and evaluating the Team's ongoing training effort
- Managing Budgets of the customer support department
- Performance evaluations and presenting reports for management evaluations.
Customer Service Representative
Kochi Marriott
ERNAKULAM
01.2015 - 02.2016
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Education
MBA - HR and Supply Chain Management
Ramaiah Institute of Management studies, Bangalore, Mysore University
07.2014
BBA - Business Management
Cauvery college for women, Ernakulam, Bharathidasan University
04.2012
Skills
- Communication & Presentation
- Problem Solving Skills
- Microsoft PowerPoint
- Excel
- Time Management
- Leadership Skill
- Highly Positive Attitude
- Team Player
- Hardworking
- Adaptability
- Business Development
- Expense Tracking
- Business Administration
- Performance Management
- Strategic Planning
- Operations Management
- Contract Management
- Complex Problem-Solving
- Marketing
Accomplishments
Under my Team Leadership we have successfully registered 368 sale deeds in 30 days which considered one of the greatest achievements of my entire professional life
Personal Information
- Date of Birth: 12/24/91
- Gender: Female
- Nationality: Indian
Languages
English
Hobbies and Interests
- Driving
- Movies
- Little Bit of Reading
- Most Important spent time with Kids
- Travelling
Timeline
Manager Customer Relations
Varma Homes Private Limited
12.2023 - Current
Asst. Manager Customer Relations
Prestige Estates Projects Limited
11.2018 - 08.2023
Asst.Manager Customer Relations
Manappuram Finance limited
01.2017 - 11.2018
Customer Service Representative
Kochi Marriott
01.2015 - 02.2016
MBA - HR and Supply Chain Management
Ramaiah Institute of Management studies, Bangalore, Mysore University
BBA - Business Management
Cauvery college for women, Ernakulam, Bharathidasan University
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