Pooja Priyadarshini
New Delhi
Summary
Experienced Deputy Manager (15 Years of experience in Customer retention) with in-depth knowledge of escalation handling, sales strategies and employee relations. Gifted leader with strong communication skills and team player mentality. Consistently achieve high level of personal integrity with strong commitment to personal growth.
Overview
17
17
years of professional experience
Work History
Deputy Manager- Customer Success,
Tresor Systems Pvt Ltd. (Authorized Apple Premium Resellers)
2021.04 - Current
- Handling Customer complaints, NPS (Net Promotor Score), Google Ratings of three different verticals including Apple (44 stores and 23 Service Centres), Dyson (4 stores) and One Bharat Pharmacy (6 Stores)
- Training the store teams in order to maintain customer retention (Online/offline both)
- Consistently maintaining TAT of complaints closure in less than 12 hours
- Handling Social Media of foresaid verticals (Apple, Dyson and One Bharat Pharmacy) in ZOHO software ensuring that every ticket is closed
- Responsible for communication and training to drive improved performance for all stores
- Maintaining Leads on 'Leadsquared' and publishing daily report with management in order to showcase daily Footfall and Conversion rate of all 44 stores
- Maintaining the NPS and response ratio rate by 20% of all feedback messages sent to customers post sales
- Follow up to ensure accurate and timely responses that delight the customer and motivate their loyalty towards the brand.
- Coordinated with other departments to ensure smooth functioning of activities.
- Provided guidance and support to team members to help them achieve goals.
- Created processes for handling customer complaints effectively.
- Analyzed customer feedback data to identify areas of improvement in services offered by the organization.
- Prepared monthly progress reports detailing achievements against set targets.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
Customer Delight Manager
GroupL Services Pvt. Ltd.
2017.11 - 2020.08
- Looking after deployments of staff in all PAN India locations with esteemed clients like ICICI Bank, Axis Bank, HDFC Life, TATA Motor Finance, Indiabulls, Religare, etc
- Maintaining monthly reports of new business/removals, complaints, OPS Business Targets, Police Verification status of employees, etc
- Working on PPT and Google drive for better and clear data of MIS, so as the data is safe
- Escalation matrix and coordination between the teams for smooth operations and customer satisfaction
- Managing training sessions to team across India on monthly reports, MIS and online trackers
- Meeting with esteemed clients so as to resolve the major issues and delighting them by offering free deep cleaning in premises
- Sending surveys to clients via Survey Monkey so as to get their feedbacks on further improvisation of services
- Maintaining the LinkedIn and Facebook page of the company and ensuring to post at least 3 business related articles in a week
- Conducting trainings to my team members across India on the company's targets on upcoming business and action plans to improve the services
- Ensuring that every activity is certified, like preparing Training certificates and providing the same to the client thus focusing on brand building
- Ensuring customers Retention by quickly and effectively solving customer queries.
- Coached, mentored and trained team members in order to improve their job performance.
- Created monthly reports for senior management summarizing operational performance metrics.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
Consumer Experience Specialist - CRM
Sewells Group- Ford India Pvt. Ltd.
2014.03 - 2016.04
- Hired as a Consumer Experience Specialist for Ford India Pvt
- Foster an environment in which Customers enjoy high levels of service and employees are motivated to deliver top performance
- Manage front-end and Back end operations to ensure friendly and efficient transactions
- Selected Contributions: Analyze customers' needs and makes recommendations for additional products or services that will enhance customers' satisfaction, productivity or profitability
- Engaged with customers via phone, email, chat or social media platforms for responding to their inquiries.
- Focus on Customer Satisfaction and provide Excellent Experience to the Customers of Ford India
- Examine existing customer service and CRM practices in terms of people, processes, and technology; and to identify priorities for change
- Coordinating among diverse customer contact and distribution channels to ensure that customer perceives a seamless, consistent and positive view of the organization
- Customer one on one interaction and feedback
- Refers customer issues to appropriate business units
- Follow up to ensure accurate and timely responses that delight the customer and motivate their loyalty towards the brand
- Travelling to different parts of India to experience the services provided by Ford to its customers and making F&R report on basis of the same
- Customer Research using a variety of tools and approaches
- Reviews and Tests delivered Solutions
- Drive all regional and store customer satisfaction initiatives to create a brand defining consumer experience.
- Analyzed customer feedback and complaints to identify areas of improvement in the customer experience process.
- Collaborated with other departments such as sales, marketing, product development and finance teams for understanding customer needs better.
- Created reports on customer experience trends and metrics using data analytics tools.
Team Leader- Customer Relations
SpiceJet Ltd.
2007.06 - 2014.01
- Preparing Weekly reports for Look Ahead Meetings
- Doing regular testing for any new process to be introduced related to promotional fares, etc and keeping posted the changes and progress to each department
- In case of delays and cancellations, ensuring that passengers are offered with complementary vouchers for service recovery and hence maintaining the master file for the vouchers
- Handling escalations over the phone as well as via e-mail
- Guiding team members by arranging regular briefings, cascading any policy change/revision for reducing errors
- Ensuring customers Retention by quickly and effectively solving customer queries
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Developed strategies for problem solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Created training materials and conducted group trainings on new processes or procedures.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Established clear expectations for employees, providing guidance when needed.
- Held weekly staff meetings to review project updates and discuss issues.
- Maintained a positive work environment that promoted collaboration between team members.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Facilitated communication between cross-functional teams within the organization.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
Education
Bachelor Degree in Zoology -
Miranda house, Delhi University
01.2005
Skills
- Customer Service Management
- Complaint Handling & Resolution
- Addressing customer enquiries and complaints promptly and effectively
- Excellent communication and interpersonal skills
- Cross-functional collaboration
- Team building & Training
- Social Channels Handling
- Brand Building
- Results and Achievements
- Quick decision-making abilities
- Task Delegation
- Conflict resolution expertise
- Staff Training and Development
- Workload Management
- Google Drive
- Team motivation
- Project Management
- Customer Relationship Management (CRM)
Passport
W1887481
System Abilities
- Microsoft office (Excel, Word, PowerPoint)
- Internet (Google Drive)
Phone
8368068461, 9311550360
Affiliations
- Gym and Meditation
Accomplishments
- Awarded as Best Employee- Customer Relations Spicejet (2006 and 2010)
- Best Performance Customer Relations- GroupL Services (2018-19)
- Awarded for Best Performance Customer Relations in Vietnam Sales Meet (2023) with Tresor - Authorized Apple Premium Resellers
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Deputy Manager- Customer Success,
Tresor Systems Pvt Ltd. (Authorized Apple Premium Resellers)
2021.04 - Current
Customer Delight Manager
GroupL Services Pvt. Ltd.
2017.11 - 2020.08
Consumer Experience Specialist - CRM
Sewells Group- Ford India Pvt. Ltd.
2014.03 - 2016.04
Team Leader- Customer Relations
SpiceJet Ltd.
2007.06 - 2014.01
Bachelor Degree in Zoology -
Miranda house, Delhi University
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