NAINA VERMA
Faridabad,Haryana
Summary
A result driven optimistic individual with an experience of 2.5 years in Travel and Tourism Industry and EdTech Industry having a track record of successfully demonstrating to the customers and vendors the real value of our product by developing relationships and partnerships, handling accounts and boosting profits. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits with motivational leadership style .
Overview
7
7
years of post-secondary education
2
2
years of professional experience
Work History
Customer Support Executive - Team Leader
Camp K12
Gurugram, Haryana
08.2020 - Current
- Delivered excellent customer service, resulting in consistent 95%+ customer satisfaction rating and retention.
- Implemented and developed customer service training processes and cross-trained and provided back up for customer service managers.
- Trained new personnel regarding company operations, policies and services.
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
- On top of employees for successful customer retention and satisfaction.
- Increased efficiency and performance by monitoring team productivity and providing feedback.
- Emphasized majorly on quality metrics by setting up thresholds for FRT and TAT for resolutions.
- Streamlining SOP's to improve efficiency in work eliminating leakages
Key Account Manager
Holiday Travel Triangle Pvt. Ltd.
Gurgaon, Haryana
10.2019 - 06.2020
- Resolved Sri Lankan agents and team problems, improved operations and provided exceptional client support.
- Monitored social media and online sources for industry trends.
- Maintained continuous check on call quality , utilization and percentage of reaching clients per day metrics, optimizing and enhancing campaigns based on current trend data.
- Produced and submitted weekly reports outlining progress against KPI objectives.
- Maximized strategic approaches by keeping close eye on performance of all the 15 agents and making appropriate adjustments to help them achieving their monthly targets with maximum revenue generation.
- Boosted customer satisfaction by providing teams with training and skills to optimize service delivery in alignment with individual needs.
- Elevated account management by predicting potential competitive threats within both the countries and outlining proactive solutions which led to the increase in revenues by 4-6% of Travel Triangle and Local vendors of Sri Lanka
- Successfully convinced clients to purchase instead of leasing to minimize losses to competitors and extend individual client investments.
Travel Consultant
Holiday Travel Triangle Pvt. Ltd.
Gurgaon, Haryana
12.2018 - 09.2019
- Implemented automated office systems, optimizing client and data communications as well as records management.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings by ensuring how Travel Triangle could serve them better than any other travel portal.
- Responded to clients' questions, issues and complaints and implemented appropriate solutions - pre and post trips.
- Supervised credit and debit payments while handling sensitive information with professionalism and discretion.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
Education
PGDM - Operations Management
Narsee Monjee Institute Of Management Studies
Mumbai 01.2020 - Current
Bachelor of Arts - English Language And Literature
Dyal Singh College , University Of Delhi
New Delhi 07.2015 - 07.2018
Certificate Course - French Language And Literature
Delhi College Of Arts And Commerce
New Delhi 06.2016 - 05.2017
Class 12 - Commerce
Modern Vidya Niketan , Aravali Hills
Sector-43 Faridabad 05.2014 - 06.2015
Class 10 - All Subjects
Carmel Convent School
Sector-7 Faridabad 04.2012 - 05.2013
Skills
Key account management
Business Development
Strategic Planning
Customer Relationship Management
Chaos Solving
Teamwork
Coaching and mentoring
Personnel training and development
Customer Relationship Management Software (CRM)
Excellent time management skills
Staff education and training
CRM
Accomplishments
- Awarded with Star Performer Award for completing the targets on time and building a good relationship with the vendors.
- Appreciation mails on completing monthly targets.
- Employee of the day
- Top performer in CS Team with the highest customer retention and satisfaction rate.
Timeline
Customer Support Executive - Team Leader
Camp K12
08.2020 - Current
PGDM - Operations Management
Narsee Monjee Institute Of Management Studies
01.2020 - Current
Key Account Manager
Holiday Travel Triangle Pvt. Ltd.
10.2019 - 06.2020
Travel Consultant
Holiday Travel Triangle Pvt. Ltd.
12.2018 - 09.2019
Certificate Course - French Language And Literature
Delhi College Of Arts And Commerce
06.2016 - 05.2017
Bachelor of Arts - English Language And Literature
Dyal Singh College , University Of Delhi
07.2015 - 07.2018
Class 12 - Commerce
Modern Vidya Niketan , Aravali Hills
05.2014 - 06.2015
Class 10 - All Subjects
Carmel Convent School
04.2012 - 05.2013