Mohammed Jeelani
Hyderabad
Summary
To work on a challenging position in an organization that values customer obsession and allow me to truly demonstrate my ability to make the organization most approachable one for its customers. Further, I would like to use my skills to achieve the organizational goals and in turn avail the opportunity of self- development and continuous learning to evolve globally.
Overview
14
14
years of professional experience
Work History
AGM-CRM & Business Development
SRI KRISHNA JEWELLERS
Hyderabad
07.2023 - Current
- Taking care of CRM Operations across all 3 ventures of Sri Krishna Group (Jewellers, Dru Gold, and Developers).
- Developed customer segmentation strategies for CRM to maximize marketing efforts.
- Take care of all the Inbound Lead Sources, nurture them within the TAT, and drive the teams for conversion.
- Analyzed customer data and identified trends to inform the design of the CRM platform.
- Created detailed reports on customer activity, including purchase history and preferences.
- Integrated multiple systems into one unified CRM platform to streamline customer service operations.
- Monitored KPIs and provided feedback on performance of CRM campaigns.
- Provided training and support for team members on how to use the CRM system effectively.
- Drove customer escalations to resolution by engaging directly with clients.
- Designed and executed customer satisfaction surveys, analyzing results to identify improvement areas.
- Coordinated with sales and marketing teams to align customer relationship strategies with business goals.
- Collaborated with product development teams to share customer feedback and drive product improvements.
- Analyzed customer interaction patterns to identify trends and opportunities for upselling.
- Assisted in setting up automated processes within the CRM system to improve customer experience.
Head - CRM (India Operations)
MALABAR GOLD AND DIAMONDS
04.2016 - 06.2023
- Head entire CRM process across 6 Regions (164 Retail Units) across the Country
- Manage all the major modules of CRM (Sales, Services & Marketing)
- Manage a team of 200+ employees with 12-15 direct & dotted line reporting
- Define overall CRM strategy, ensure timely planning & implementation, drive funnel conversion & retention strategy of the brand
- Understand the data points for insights by using CRM Technology & other relevant tools
- Manage & control the CRM Budget, ensure ROI & profitability of CRM Operations
- Create & meet annual budgets considering sales, walk-ins & bills, historical data, financial trends and forecasts
- Set up SOPs for Contact Centres to monitor pre & post sales interactions, check quality of interaction and ensure Training & Coaching is provided
- Tracking Customer Experience parameters including NPS, Mystery Shopping and other metrics
- Recruit & lead a team of Data Analysts to mine customer data, liaison with vendors & partners for deriving actionable insights
- Lead the overall Customer Retention led data analytics to deduce customer journeys and personas that can be dealt with targeted interventions
- Work with Team IT and other stakeholders to source, implement and ensure proper use of CRM platform to execute the strategies
- Monitor Voice of Customer, track the customer responses in identified key business areas, and develop a proactive complaint resolution plan
- Create and execute marketing automation campaigns to drive key actions of customers and their personas and drive customer repeats, lifetime value & ROI
- Built & motivate high performance CRM Teams across 6 regions including Contact Centres & Marketing Service Providers
- Manage CRM Performance & analyse Customer Satisfaction, Retention & Loyalty after CRM strategy implementation and report to senior management
- Maintaining Regional Wise Performance Scorecard and Targets
- Meeting regularly with the Regional Resources
- Managing operations of all 6 Contact Centres
- Taking care of entire Customer Journey Experience (Pre, During & Post Purchase Customer Experience)
- Monitoring all the contact mediums within the SLAs (IB/OB Calls, Chats, SMS, Reviews, Posts, Emails, WhatsApp, App Push Notifications etc)
- Controlling quality of all the processes
- Maintaining SLAs of all the processes
- Managing Hiring, Training, Shrinkage & Attrition
- Keeping an eye on all the Lead Sources to keep them active every time
- Carrying out Monthly/Quarterly Rewards & Recognition Program
- Tracking the Sales & Revenue generated by CRM Process
- Handling very large amounts of organizational data
- Planning and designing Retention Programs for lapsed/about to lapse customers
- Analyzing CRM Daily Conversion/Overdue/Target/Quality/Training/ Customer Experience/Feedback Analysis/Campaign-wise/Area-wise/Lead Source wise & other reports and coordinating with Regions to take actions accordingly
- Working for continuous improvement of CRM Process so as to make it easier for the regions & me to manage all 164 stores swiftly
- Finding new ideas and working with IT team for implementation of the same
- After implementation, arranging meetings with the CRM staff of the region/stores for training of the same
- Tracking system issues/errors/complaints received from the stores related to performance of CRM software and getting them resolved with the help of IT Dept
- Generating Marketing Team/Sales Staff performance reports and providing them to Retail Unit Heads as and when requested
- Understanding Birthday & Anniversary report to monitor if Customer Engagement Activities (Cake Cutting, In-Store Celebrations etc) are happening at the stores as per their targets
- Analyzing campaign wise Digital Conversion report to understand effectiveness of the Targeted Group
- Need to suggest the Digital Team if TG needs any tweaking for generating rich prospects
- Involving in Interview for hiring of L4 & above, monitoring their training progress in transition
- Monitoring staff's Productivity on Daily/Weekly/Monthly & Quarterly basis
- Manage calls Inflow of both the In-bound & Out-bound Processes
- Analyzing KPIs such as CPH, AHT, WUT, SLA & CSat etc
- Generating & Analyzing monthly & Quarterly Business Analysis Reports
- Monitoring Core Team & Escalation Processes
- Monitoring Coaching and Development process of the Teams
- Weekly & Monthly business calls with the Business Owners
- Monitoring grievances across various mediums like Social websites/e-commerce site/Regional & Corporate level escalations etc
- Performance Auditing/Coaching & Feedback
- Quad Meetings for Process Updates/ New Policies and procedures
- One to One meetings with the Team Managers and skip levels with the teams
- Performance Evaluation, & yearly Appraisals
- Encouraging teams for new ideas for the betterment of process
- KAIZEN implementation
- Handled a team of 10-12 associates normally and 15-20 associates in transition period
- Have worked in various positions in these 6 years such as CSA, Sr
- CSA, SME, Interim Trainer and Team Lead
- Was part of Kaizen Team for long period as KTR (Kaizen Team Representative) for various skills I was associated to
- Detect abuse and fraud patterns, analyze it and bring it to Higher Managements intervention
- Manage Team Metrics/Performance/Quality
- Manage SLAs
- Manage associates swifts and transportation roasters
Team Lead
AMAZON.COM
06.2010 - 04.2016
- Process - TRMS (Transaction Risk Management System)
- Received Various awards like Star of the Month, Most Approachable Manager
- Took charge of a new startup/pilot process (CRM) and have been successful in achieving organizational targets above 95% monthly, generating a revenue of 180-190 Cr per month
- Have been working continuously on improving EDR (Estimated Dissatisfaction Rate) of Customer Support Dept
- EDR was close to 13% at the time I joined and it is not more than 6% presently
- Exceeded expectations in achieving Process Targets
- Analyzed organization's database and post approval from higher management, Carried out 'About to Loose' project and was successful in retaining 23% of lapsed customers back to business with a revenue generation of 60.61 Cr in 8 months
- Started 'Customer Engagement Program' where in Birthdays & Anniversaries are celebrated just in order to maintain good relationship with regular & HNI customers
- This also generates close to 12 Cr in a Quarter (gifting purchases etc)
- Trained my style of work to the other INTL Operations
- Did root cause analysis and implemented so many ideas which helped in retaining customers/ improving sales & Customer Experience
- Received the Best Lead Awards
- Presented with the 'Best Team Award', for contributing value and quality towards the process's success
- Received the 'Quality Champion Award' in acknowledgement of exceptional quality performance
Education
Bachelor of Engineering - Computer Science
Jawaharlal Nehru Technological University
Hyderabad01.2010
Skills
- Office suite
- MS Dynamic CRM
- SalesForce
- Zoho CRM
- Call Center Softwares
- Typing speed of 45-50 WPM with above 95% accuracy
- Strong Excel skills
- Customer Support Software
- Data tools
- Data analysis
Awards
- Received the best debut performer Award.
- Presented with the 'Best Team Award', for contributing value and quality towards the team's success.
- Received the 'Quality Champion Award' in acknowledgement of exceptional quality performance.
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Languages
- English
- Hindi
- Telugu
- Urdu
- Arabic
Personal Information
- Passport Number: Will be provided on request
- Father's Name: Mohammed Mastan
- Date of Birth: 12/14/88
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
AGM-CRM & Business Development
SRI KRISHNA JEWELLERS
07.2023 - Current
Head - CRM (India Operations)
MALABAR GOLD AND DIAMONDS
04.2016 - 06.2023
Team Lead
AMAZON.COM
06.2010 - 04.2016
Bachelor of Engineering - Computer Science
Jawaharlal Nehru Technological University
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