Prerna Gautam
Customer Engagement & Service Professional
Bengaluru
Summary
- A Results-driven consulting professional specializing in development and execution of customer engagement, Customer Service, delight, and success strategies.
- An out-of-the-box thinker dedicated to enhancing online presence and manage reputation management.
- Specialties: 12+ years of professional experience including, but not limited to, customer interface, customer service, account management, offline & online reputation management, referral program, CRM documentation, process trainer, operations, customer engagement delight strategy & Events.
- Forward-thinking Senior Manager adept at managing 4 teams with 18+ members, employees with direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams.
Talented Senior Manager highly effective at facilitating communication between different areas to maximize team and business success. Focused on continuous business and professional improvement.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work History
Senior Manager, CRM & Customer Engagement
Knight Frank India Pvt Ltd
Bengaluru
03.2022 - Current
- Lead key client & all sites to improve client relationship, customer relations through innovative customer engagement activities, enhance operational efficiency, drive brand image.
- Drive and lead digital & technology through FM platform.
- Support operations through client relationship.
- Support BD through sales lead & business meetings.
- Have structured ongoing interactions with client at all regions for CRM engagement as per calendar. Perform set activities as outlined in CRM site visit checklist.
- To maintain client connect and engagement as per planned process and calendared activities.
- Run CSAT on knight frank service delivery.
- Prepare CSI score, QAP score, MOM for client meets for closure and SWBI reports.
- Manage Escalations.
- Customer Service to Satisfaction.
Head - Customer Engagement
Puravankara Projects Limited
Bangalore
03.2013 - 03.2022
- Handling multiple teams 18+ employees (engagement, documentation, Creative, Events Team & Privilege) across different portfolios pan India
- Manage and close online as well as offline escalation till management level.
- To handle Customer Engagement teams and manage relationship with client 20k +. Point of contact for Associations to nurture on going relationships.
- Resolved problems, improved operations and provided exceptional service.
- Created plans and communicated deadlines to complete projects on time.
- Curating events and activities 90+ with existing customers for sustained relationship building and generate referrals
- Effective budget of 3 crore and 11 vendor management for events/ activities for internal and external customers
- On boarding process training for customers as well Sales Team to educate them about entire life cycle from time of booking till hand over of keys
- Editor of e newsletter and ensuring customer reach and penetration
- Efficiently track customer engagement micro site and review feedbacks for process and product improvement.
- Owner of periodic employee engagement programs.
- ORM Custodian, manage online reputation management at company group level.
- Built efficient customer redressal matrix, to clarify doubts, address
complaints and share proactive communication, which creates positive
feedback loops and strengthens belief on brand - Showcasing to CXO level management trends of CSAT and online
customer sentiment, project and general feedback - Ideating ways and means to improve brands social print and collaborating with agencies to hide negative stories and enhancing positive messages
- Responsible for CRM documentation process, finance clearance, NOC reviews, process and issue documents related to apartment of each individual customers across projects
- Creative in-charge, responsible to present factual & creative construction reports sent to customers through myriad online platforms (website, email, SMS, WhatsApp, EDM)
- Possession kits creation, responsible to launch new initiatives of handover for customer delight and complete handover and achieve high customer satisfaction scores
- Worked with customers to understand needs and provide excellent service.
Assistant Manager
360ARC
Bangalore
02.2012 - 03.2013
- Generating new leads and identifying prospects for Business Development - India Region.
- Event management - Entertainment, BTL, Corporate and Private.
- Understanding client branding/ business requirements/de- briefing to Creative team.
- Client Servicing - Ideation, Concept proposal, Vendor liaison, Venue & Manpower co-ordination.
- Client & Vendor Management.
- Artiste Liaison.
- Co-ordination of operational & creative deliverables.
- Maintaining and updating databases.
Business Development Manager
Inditron India Electron Pvt Ltd
Bangalore
07.2009 - 12.2011
- To carry out interactions between clients and sales Representative of Organization
- Responsible for collection of user solutions, conducting of events, targeting clients over emails, customer feedback and market survey for new product development.
- Lead Driven Role - where number of Hot, medium and cold leads are provided as input to various sales representatives of organization.
- To carry out detailed regional marketing plans
- Enable sales to achieve sought after target and contact Management and Customer Management.
Education
Bachelor of Arts - English Hons
Kalimpong Degree College
West Bengal 08.2003 - 07.2006
Skills
Customer service & engagement
Proposal development
Life cycle management
Pre sales support
Team Management
Planning, coordination & execution
Record keeping strength
Customer ticket resolution
Subject matter expertise
Cross-functional collaboration
Training and mentoring
Event planning and execution
Brand building
Customer Experience
Process Improvements
Strategy
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Stop chasing the money and start chasing the passion.
Tony Hsieh
Timeline
Senior Manager, CRM & Customer Engagement
Knight Frank India Pvt Ltd
03.2022 - Current
Head - Customer Engagement
Puravankara Projects Limited
03.2013 - 03.2022
Assistant Manager
360ARC
02.2012 - 03.2013
Business Development Manager
Inditron India Electron Pvt Ltd
07.2009 - 12.2011
Bachelor of Arts - English Hons
Kalimpong Degree College
08.2003 - 07.2006