Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Nilesh Bhakta

Pune,MH

Summary

Dynamic Client Relationship Manager with [Number] years' experience in sales and service roles for [Industry Type] organizations. Driving top-quality customer experience and satisfaction through deploying voice of the client (VOC) expertise. Building and retaining long-term relationships by establishing positive, productive and routine communications.


Goal-oriented manager with distinguished experience in [Type] industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Client Relationship Manager

Exela Technologies
07.2019 - Current
  • Strengthened client relationships by maintaining regular communication and addressing concerns promptly.
  • Improved customer satisfaction rates by providing tailored solutions to meet individual client needs.
  • Managed a portfolio of key accounts, ensuring timely and accurate delivery of services and products.
  • Developed strong rapport with clients through consistent follow-up and attention to detail.
  • Collaborated with internal teams to resolve client issues quickly and efficiently.
  • Implemented strategies for client retention, resulting in increased repeat business and referrals.
  • Conducted quarterly business reviews with clients to assess performance, identify opportunities, and set goals for future growth.
  • Streamlined processes for managing client interactions, leading to improved response times and higher levels of satisfaction.
  • Delivered presentations showcasing company offerings, effectively communicating value propositions to prospective clients.
  • Analyzed client feedback to identify areas for improvement and implemented changes accordingly.
  • Negotiated contracts with clients to secure long-term partnerships while safeguarding company interests.
  • Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
  • Coordinated closely with sales teams to support the pursuit of new business opportunities within existing accounts.
  • Aligned client expectations with internal capabilities by setting clear objectives at the outset of each project or engagement period.
  • Advocated for client needs within the organization, fostering a culture that prioritizes customer-centricity across all departments.
  • Served as primary point-of-contact for questions or concerns from clients during ongoing projects.
  • Monitored project progress against established timelines while proactively updating stakeholders on any potential setbacks or roadblocks.
  • Addressed and resolved customer complaints and issues to improve satisfaction.
  • Identified opportunities to cross or up-sell [Product or Service] and communicated customer needs to appropriate team.
  • Managed a diverse portfolio of accounts, ensuring timely delivery of services and products.
  • Collaborated with cross-functional teams to develop tailored solutions for clients'' unique needs.
  • Exceeded annual revenue goals by [Number]% through improving client relationships and education.
  • Adhered to sales contract agreements and high-quality service delivery by coordinating with [Type] team and leveraging productive and open client communications.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Conducted regular business reviews with clients, providing insights into their account performance and industry trends.
  • Facilitated smooth onboarding processes for new clients, ensuring seamless transitions into our services.
  • Negotiated contract renewals with existing clients, securing ongoing revenue streams for the company.
  • Coordinated closely with sales teams to acquire new accounts while maintaining excellent service levels for existing clients.
  • Provided ongoing support to clients throughout their lifecycle with the company, addressing any questions or concerns promptly and professionally.
  • Proactively identified potential risks or challenges in servicing accounts, working collaboratively with relevant stakeholders to mitigate them effectively.
  • Established rapport with key decision-makers within client organizations, fostering trust and open lines of communication.
  • Implemented systems and procedures to increase sales.
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.

Manager - BPO Operations

The Digital Group Infotech
01.2013 - 07.2019
  • Increased team productivity by implementing streamlined processes and effective communication strategies.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
  • Improved operational efficiency by streamlining processes and implementing cost-saving measures.
  • Reduced turnaround time for project completion through effective resource allocation and team management.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Collaborated with cross-functional teams to develop innovative solutions for complex business challenges.
  • Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Implemented quality control systems that boosted overall product consistency and reliability.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Developed robust contingency plans to ensure business continuity during unforeseen disruptions.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
  • Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.

Process Executive

Homeward Residential Inc
02.2009 - 01.2013
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Admission Executive

TASMAC
06.2008 - 12.2008

Sr. Customer Service Representative

WNS Global Services
06.2006 - 04.2008
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Responded to customer calls and emails to answer questions about products and services.

Education

BBA -

Periyar Univesity Distance Learning
Tamilnadu
04.2017

Bachelor of Arts -

Mumbai Hindi Vidyapeeth
Pune, India
2010

Skills

  • Relationship Building and Management
  • Customer Engagement
  • Interpersonal and Client Communications
  • Contract Negotiation
  • Strong communication
  • Time management
  • Effective negotiation
  • Organizational skills
  • Strategic planning
  • Resource management
  • Team collaboration
  • Project management
  • Account Management
  • Customer Service
  • Customer Portfolio Management
  • Contract Management
  • Operations Management
  • Account Acquisition
  • Change Management
  • Account Servicing

Certification

SAFe 6.0 Certififed

Lean Six Sigma Green Belt

Successfully completed training for Scrum Master

Timeline

Client Relationship Manager

Exela Technologies
07.2019 - Current

Manager - BPO Operations

The Digital Group Infotech
01.2013 - 07.2019

Process Executive

Homeward Residential Inc
02.2009 - 01.2013

Admission Executive

TASMAC
06.2008 - 12.2008

Sr. Customer Service Representative

WNS Global Services
06.2006 - 04.2008

BBA -

Periyar Univesity Distance Learning

Bachelor of Arts -

Mumbai Hindi Vidyapeeth

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Nilesh Bhakta