Travelling & Cooking
Prajkta Deorukhkar
Operations & Administration
Andheri - East
Summary
To be a part of growth oriented & dynamic organization, that gives opportunities, challenges business acumen & help realize my potential fully to achieve organizational as well as personal horizons.
Overview
23
23
years of professional experience
3
3
Languages
Work History
Center Manager
Happyminds International
08.2022 - Current
- Managing day to day operations of the center and managing center infrastructure.
- Providing leadership & guidance to teachers & staff including hiring, training, supervision & performance evaluation of the staff.
- Overseeing the enrollment process, conducting tours for prospective families, processing applications & maintaining accurate data of enquiries & enrollments.
- Participating in lead generation activities, creating events, in center activities and converting leads into admissions.
- Implementing outdoor marketing campaigns in the territory and on social media.
- Driving profitability and operational activities in the center.
- Responsible for overall financial performance and quality standards of the center.
- Addressing parents concerns & questions & facilitate open communication between home & school.
- Responsible for academic implementation.
- Responsible for planning & co-ordination for special events, field trips, community outreach activities to enrich the school experience for students & parents.
- Ensuring compliance with licensing regulations, health & safety guidelines, school policies & procedures.
- Managing the preschool center budget, monitoring expenses, identifying opportunities for cost saving & revenue generation.
- Meeting with parents and staff to discuss student’s progress.
- Responsible for students & parents counselling.
- Participating in faculty meetings, professional development workshops & school events.
Regional Franchise Co-ordinator
Eurokids International India Pvt. Ltd.
04.2017 - 09.2020
- Handled 450 plus Franchise Operations and Sales
- Managing day to day operations of the center and managing center infrastructure
- Providing leadership & guidance to teachers & staff including hiring, training, supervision & performance evaluation of the staff
- Overseeing the enrollment process, conducting tours for prospective families, processing applications & maintaining accurate data of enquiries & enrollments
- Participating in lead generation activities, creating events, in center activities and converting leads into admissions
- Implementing outdoor marketing campaigns in the territory and on social media
- Driving profitability and operational activities in the center
- Responsible for overall financial performance and quality standards of the center
- Addressing parents concerns & questions & facilitate open communication between home & school
- Responsible for academic implementation
- Responsible for planning & co-ordination for special events, field trips, community outreach activities to enrich the school experience for students & parents
- Ensuring compliance with licensing regulations, health & safety guidelines, school policies & procedures
- Managing the preschool center budget, monitoring expenses, identifying opportunities for cost saving & revenue generation
- Meeting with parents and staff to discuss student's progress
- Responsible for students & parents counselling
- Participating in faculty meetings, professional development workshops & school events
- Primary organization contact for regional franchisees operations team
- Scanning new Investors, communicating effectively with prospects for completion of documentation
- Qualify incoming sales leads and refer to sales representative
- Establish and maintain effective contact with the potential and existing parents base through marketing and calling
- Maintain territorial market and competitor awareness, developing and presenting ideas for new opportunities
- Lead, plan and manage franchise acquisition strategy including enquiries generation to business conversion
- Monitoring franchise level quality issues concerning product, staffing, training, safety and sanitation
- Handling of all customer service, marketing and operations issues for Franchisees (call and mail based)
- Handling parents and franchise complaints and ensuring resolution within stipulated time
- Managing issues related to logistics and inventory
- Reevaluating admissions related statistics and data
- Supporting franchise with assistance and completion of the New Franchise Opening Checklist
- Update and maintain accurate records in the customer relationship management system
- Arranging post opening visit of franchise to evaluate the stabilized operation of the franchise
- Coordinating with different departments such as logistics, procurement, finance, academics, content and their heads
Customer Relationship Manager - GEBU
Reliance Communications Ltd
02.2008 - 04.2015
- Reporting to - DGM (Key Accounts)
- Accounts Handled - Future Group, Deutsche Bank, CMS, Bloomberg International, Parle Products, Tech Mahindra, Capgemini with average quarterly portfolio of Rs
- 6.5 crores
Team Leader- Customer Service
Imatch Internet Ventures Pvt. Ltd.
01.2004 - 12.2007
- Understanding and working with internal processes to ensure smooth operations of franchisees
- To provide support to the existing franchise like: daily support, marketing support & To coordinate with the regional and corporate offices and look after the franchise
- One Point contact for all franchise needs
- End to end management with strong role of Corporate Relationships, Sales and Revenue Assurance and Enhancement
- First Hand Client meeting for New Sales, Service and Billing Related Issues of Corporate Accounts
- Attending trade exhibitions, conferences and meetings for new sales generation
- Demonstrating and presenting wired services products
- Establishing new business and developing existing business (renewals)
- Setting up meetings with potential clients and listening to their wishes and concerns
- Maintaining MIS and making PPT's (if required)
- Preparing Agenda of Meetings and taking minutes
- Continually monitor the Key Accounts for any Changes
- Responsible for Credit Control and Receivable Management related Functions for Complete bouquet of Broadband services
- Planning and executing measures to reduce bad debts
- Ensuring maximum collections/liquidation of First time billers
- Ensuring resolution of Zero paid customers
- Making necessary changes in billing system to ensure correct billing
- Passing of adjustments to ensure correct credit to customer
- Monitoring dunning process (VBD and TBD) and handle queries & issues related to it
- Take necessary steps /implement different schemes to achieve the revenue target of the circle
- Effectively resolve customer issues in the minimum possible time conforming to the overall timelines for First Time Resolution (FTR)
- Track, monitor, and escalate cases to concerned authority if not resolved in stipulated time
- Root cause analysis for major bad debt contributors and develop action plans to reduce it
- Understanding and working with internal processes to ensure smooth customer transactions to get to win-win situation
- Proper revenue analysis day, week and month wise to increase growth & profitability of the organization
- Responsible for revenue enhancement and leakage
- Managing Inbound and Outbound call desk
- Collate various MIS and Reports at the end of the day and send to various departments, also to review MIS for necessary implementation
Sr. Executive - Personal Loans
Connect Corporation
02.2002 - 12.2003
- Reporting to - Branch Manager (Personal Loans)
- Responsible for Team Training and team building activities
- Managing a team of Customer Service Executives and motivating them to improve performance
- Attending Client meeting for Advertising and Web Site Operations
- Strategizing and allocating delinquent cases on monthly basis
- Handling call based and mail based escalations
- Working with product development and programming team to ensure an effective user interface
- Monitor and improve the productivity of each staff to increase customer satisfaction
- Effectively resolve customer issues in the minimum possible time confirming to the overall timeline for first time resolution (FTR)
- Establish and maintain relationship with customers
- Track, monitor, and escalate the cases to the concerned authority, if not resolved in stipulated time
- Take initiative to implement the process and supervise the staff and assist in cases, which are difficult to resolve
- Follow up with the pending issues of Customer's and keep updating the customers for the same
- Processing refunds of the customers
- Lay down the plans in association with Unit Manager and Staff for achieving Customer satisfaction
- Assisting the Unit Manager and in day to day activities
- Gathering database of HNIs / Corporate / Institutional clients
- Managing a team of Tele Marketing / Sales Executives and motivating them to improve performance
- Monitor and improve the productivity of each staff to increase sales
- Lay down the plans in association with Branch Manager and Staff for achieving Sales Targets
- Giving sales presentations to clients
- Processing loan files of the clients and coordinating for the same with Bank
- Regular follow ups with clients and motivating them to give more references
- Establish and maintain relationship with clients in order to increase sales
- Assisting the Branch Manager in day-to-day functions
Education
Bachelors Of Commerce - Business Management
Mumbai University
Mumbai 10.2005
Skills
Varied experience in Operations, Customer Relationship, Accounts receivables & marketing
Personal Information
- Date of Birth: 05/24/81
- Marital Status: Married
Awards
- Employee of the Quarter, Eurokids International India Pvt. Ltd.
- Appreciation Certificate for Collections of 8.5 Crores, Reliance Communications Ltd., 03/01/12
- National Winner, Reliance Communications Ltd.
- 03/01/09
- 07/01/09
- 03/01/10
- 10/01/10
- 01/01/11
- Best Performer Certificate, InMatch.com Internet Ventures Pvt. Ltd., 2006
Abilitiesandsoftskills
- Varied experience in Operations, Sales & Marketing, Customer Relationship and Collections.
- Strategic mindset and Good analytical Skill.
- Ability to live up-to commitments, maintain confidentiality & coping pressure with a sense of priority.
- Ability to work in multicultural work teams with strong inter-personal skills.
- Strong Corporate Customer Centric approach.
Accomplishments
- Awarded as “Employee of the Quarter” – Eurokids International India Pvt. Ltd.
- Received “Appreciation Certificate for Collections of 8.5 Crores” in a single quarter from Government Vertical (MCGM) in March, 2012 – Reliance Communications Ltd.
- “National Winner” for the month of March 09, July 09, March 10, Oct 10, Jan, 2011 in Monthly CRM Contest - Reliance Communications Ltd.
- “Best Performer Certificate” - InMatch.com Internet Ventures Pvt. Ltd. (Year 2006).
Interests
Timeline
Center Manager
Happyminds International
08.2022 - Current
Regional Franchise Co-ordinator
Eurokids International India Pvt. Ltd.
04.2017 - 09.2020
Customer Relationship Manager - GEBU
Reliance Communications Ltd
02.2008 - 04.2015
Team Leader- Customer Service
Imatch Internet Ventures Pvt. Ltd.
01.2004 - 12.2007
Sr. Executive - Personal Loans
Connect Corporation
02.2002 - 12.2003
Bachelors Of Commerce - Business Management
Mumbai University
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