Payal Khatwani
Noida
Summary
Dynamic and result-oriented professional seeking a challenging role as a Relationship Manager and Sales Executive within a customer-centric organization. Aiming to leverage expertise in client management, communication, and sales to drive customer satisfaction and organizational growth.
Overview
3
3
years of professional experience
Work History
SENIOR EXECUTIVE
EXL SERVICES
02.2023 - 09.2024
- Managed healthcare insurance policies, ensuring smooth handling of claims and beneficiary communications for Lincoln Financial Group (LFG), a U.S.-based client.
- Developed and maintained strong relationships with key clients, ensuring high levels of satisfaction and retention.
- Led reporting and call management for healthcare policies, coordinating directly with claim teams to streamline processes.
- Consistently achieved and exceeded quarterly sales targets, contributing to overall business growth.
- Implemented strategies to enhance client engagement and foster trust, resulting in a 20% improvement in client retention.
- Utilized Citrix Workspace to manage sensitive data and conduct detailed analysis of transaction histories.
CUSTOMER CARE REPRESENTATIVE
PROMETRIC PVT. LTD.
01.2022 - 12.2022
- Handled 60+ calls and emails daily to resolve customer queries, retrieve data, and manage service requests.
- Provided product information and cancellation assistance to both national and international customers.
- Conducted training sessions for new hires on using CRM systems (E-reg and OSC), enhancing team productivity.
- Consistently achieved high customer satisfaction scores through proactive problem-solving.
Education
MBA -
DR. A.P.J. ABDUL KALAM TECHNICAL UNIVERSITY
Noida 01.2025
B.A. - ENGLISH
MAHATMA JYOTIBA PHULE ROHILKHAND UNIVERSITY (M.J.P.R.U.)
Bareilly01.2022
SSC - HUMANITIES
NIOS
Noida 01.2019
HSC -
DELHI PUBLIC SCHOOL
Bareilly01.2015
Skills
- Client Relationship Management
- Problem-Solving
- Sales Strategy and Execution
- Customer Relationship Management
- Lead Generation and Conversion
- Strong Communication and Negotiation
- Team Leadership and Training
- Problem-Solving and Conflict Resolution
- CRM Tools: Citrix Workspace, E-Reg, OSC
INTERESTS
- Networking and Building Relationships
- Team Collaboration and Leadership
- Public Speaking and Communication
- Learning New CRM Technologies
- Traveling and Exploring Markets
Freelance Travel Consultant
- Collaborated with travel companies to lead and coordinate group tours for diverse travelers from across India, fostering inclusive and memorable experiences.
- Guided groups to explore various destinations, ensuring smooth travel arrangements and exceptional customer satisfaction.
- Built rapport with travelers from different cultural and regional backgrounds, enhancing group dynamics and fostering a sense of community.
- Organized itineraries, managed logistics, and resolved on-the-spot challenges, ensuring seamless execution of travel plans.
- Acted as a liaison between travel companies, local vendors, and clients to deliver high-quality services.
Timeline
SENIOR EXECUTIVE
EXL SERVICES
02.2023 - 09.2024
CUSTOMER CARE REPRESENTATIVE
PROMETRIC PVT. LTD.
01.2022 - 12.2022
MBA -
DR. A.P.J. ABDUL KALAM TECHNICAL UNIVERSITY
B.A. - ENGLISH
MAHATMA JYOTIBA PHULE ROHILKHAND UNIVERSITY (M.J.P.R.U.)
SSC - HUMANITIES
NIOS
HSC -
DELHI PUBLIC SCHOOL
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