Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic

Namitha R

Customer Relationship Manager
Bangalore

Summary

Dedicated management professional with experience leading high-performing teams in a diverse and dynamic environment. Adept in developing and implementing service strategies tailored to customer needs, managing customer complaints, and driving customer satisfaction. Proven ability to identify and resolve service issues, streamline processes, and exceed organizational goals.

Experienced in Client- Staff Management and Project Management.

Overview

7
7
years of professional experience
3
3
Languages

Work History

Customer Relations Manager

BSI Group India Pvt. Ltd
03.2020 - Current
  • Development of staff(Auditors-Tutors) and their utilization considering the competence factors. Maintaining and blocking the calendars for assessment deliveries at least 3 months in advance.
  • Reviewed monthly results with Team to identify opportunities to improve profitability. Coordination with Sales team to understand the upcoming leads and planning the assessments and to discuss current trends in the industry.
  • Coordination with regional planners within and out of country to arrange local staffs.
  • Identified operational process inefficiencies to recommend necessary improvements.
  • Implemented the operational standards, policies and procedures. Regular coordination with Scheme heads and Operation heads to understand and upgradation of scheme(if any)
  • Timely planning of Assessments- Initial, Surveillance and Recertification. Ensuring of meeting compliance requirements and following the guidelines of Firm and Accreditation body.
  • Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.
  • Ensured compliance with all applicable laws, regulations, policies, standards, or procedures related to the project.
  • Monthly and Yearly Budget Achievement- Successfully Planned/Scheduled 2300+ Mandays of Assessments FY 2023 for the region(Bangalore)
  • SIngle handedly planned assessments for 20+ standards(ISO/ICE 27001, ISO9001, ISO14001, ISO50001, ISO45001, ISO22301, AS9000, TL9000, HIPAA, Etc) for the region(Bangalore).
  • Monitored progress of projects against established timelines ensuring that deadlines were met or exceeded- Timely scheduled the assessments considering the Certification deadlines.
  • Managed communications between team members ensuring that everyone was informed about their roles within the project and event timeline.
  • Managed multiple calendars and schedules for staff members in order to maximize efficiency and productivity.
  • Delivered excellent customer service at events, over phone and by email. Assessments planned for 300+ Certificates.
  • Provided logistic arrangement support leading up to and during events.
  • Established positive relationships with key stakeholders throughout the organization by providing timely updates on progress towards goals. Delivered for Key clients like Accenture, FADV, EOP, ABRFL, Flipkart, Molex Etc
  • Monitored and adjusted event plans as needed to achieve smooth operations.
  • Developed and implemented customer service strategies to improve customer satisfaction and loyalty.
  • Maintained accurate records of customer interactions and transactions for future reference.
  • Managed customer relationships by providing timely responses, resolving inquiries and issues promptly.
  • Researched, analyzed and resolved customer complaints in an efficient manner.
  • Established effective communication channels between customers, sales representatives and other stakeholders.
  • Addressed and resolved client or customer inquiries to foster superior standards of service.
  • Executed productivity to maximize region revenue.

Telesales Executive

Transact Global
04.2019 - 08.2019
  • Provided accurate, valid, and complete information about products and services to customers through phone conversations or via emails.
  • Proficiently operated the telephone system and other related computer systems for recording customer data.
  • Assisted colleagues in handling escalated customer queries efficiently.
  • Utilized effective problem-solving techniques to resolve issues raised by clients on the phone calls quickly.
  • Successfully achieved daily call targets by providing quality services to customers.
  • Effectively handled customer inquiries and resolved customer complaints in a timely manner.
  • Efficiently answered incoming calls from potential customers regarding products and services offered by the company.
  • Followed prepared sales script to provide accurate information about products price, features, and benefits.
  • Sold additional services by recognizing

Sales Coordinator

Sparkles Network Advertising Agency
06.2017 - 02.2019
  • Worked with management teams to develop annual sales plans, goals, and targets.
  • Generated leads and maintained lists of prospective customers by cold calls.
  • Maintained accurate records of sales activity and generated reports for management review.
  • Processed all paper flow in and out of sales offices.
  • Collaborated with Vendors(Media agencies- The Times Group, Mysore printers, Media Ant Etc) to develop successful campaigns.
  • Estimated consumer demand and determined types and amounts of goods to be sold.

Education

Bachelor of Science - Biotechnology

Bangalore University
Bangalore
04.2001 -

Skills

    Interpersonal and client communications

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Software

Pointglobal

SAP- ERP

MS Office

Timeline

Customer Relations Manager

BSI Group India Pvt. Ltd
03.2020 - Current

Telesales Executive

Transact Global
04.2019 - 08.2019

Sales Coordinator

Sparkles Network Advertising Agency
06.2017 - 02.2019

Bachelor of Science - Biotechnology

Bangalore University
04.2001 -

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Namitha RCustomer Relationship Manager