Priti J P
Bengaluru,KA
Summary
Customer centric executive focused on delivering value and leveraging customer feedback to ensure long term relationships which drive retention. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency.
Overview
23
23
years of professional experience
Work History
Customer Experience Manager
Digiboxx Technologies & Digital India Private Ltd
2020.12 - 2023.12
- Contact Center Implementation: Led the end-to-end implementation of a contact center to enhance customer experience.
- Response Management: Established standard response management best practices, improving engagement and service delivery across all platforms.
- Roadmap and Journey Mapping: Directed roadmap and customer journey mapping to optimize tracking and escalations.
- Process Improvement: Identified, documented, and implemented process needs, including change, communication, testing, and resolution management.
- Leadership: Coordinated and facilitated weekly status meetings for senior management.
- Customer Communication: Managed all customer communication channels, including tickets, bots, social media, and tracking.
- Product Demonstrations: Delivered effective and engaging product demonstrations to SMB customers, both in-person and virtually.
- Product Development: Collaborated with customer product development teams to continuously improve customer experience and product offerings based on feedback.
- Data-Driven Strategies: Implemented data-driven strategies to identify and improve areas in the customer journey.
- Process Optimization: Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
- Knowledge Base Development: Led the creation of knowledge base articles and FAQs, addressing common customer challenges and enabling self-service solutions.
Manager, Loyalty Programs
Oriental Cuisines Pvt.Ltd
2018.02 - 2018.07
- Communication Strategy: Designed and managed a comprehensive communication strategy to attract, retain, and develop customers, ensuring strong credibility with business partners.
- Loyalty Programs: Defined loyalty offer strategy, managed rewards program P&L, and led reward creation and maintenance for Oriental Cuisines restaurants.
- Best Practices: Developed best practices and project management tools, collaborating with internal stakeholders, brands, and third-party partners to enhance program effectiveness.
Assistant Manager CRM
Mobiquest Mobile Technologies Pvt Ltd
2015.10 - 2018.02
- Loyalty Program Development: Proven track record of creating and implementing effective loyalty programs for diverse clientele.
- Team Management: Led a loyalty team to manage centrally coordinated loyalty campaigns and customer benefits, utilizing POS campaign management tools.
- Post-Campaign Analytics: Conducted post-campaign analysis to measure effectiveness and drive future enhancements.
- Customer Service Support: Provided back-office support for the customer service function (contact center), staying updated on industry and competitive trends to inform program improvements.
Customer Service Representative Manager
Hashconnect Integrated Service Pvt Ltd
2013.04 - 2015.09
- Customer Service Excellence: Prioritized exceptional service for internal and external customers, resolving issues and providing timely updates on implementation progress.
- Proactive Account Management: Successfully managed and grew a portfolio of assigned customers through proactive engagement and strategic relationship building.
Customer Service Representative
Hewlett Packard, HP
2007.06 - 2012.04
- Customer Portfolio Growth: Managed and expanded a portfolio of assigned customers through proactive engagement and strategic relationship management.
- Development Programs: Oversaw customer-directed development programs, providing tailored solutions to meet specific needs.
- Problem Resolution: Supported problem resolution processes, ensuring timely and effective outcomes.
- Effective Communication: Maintained clear communication with customers and vendors, coordinating with backlog management teams to schedule orders according to customer requirements.
- Partner Training: Provided coaching and training to partners on tools, facilitating their successful collaboration and partnership.
Sales Coordinator
System Tech Inc
2003.10 - 2007.06
- Order Package Development: Developed order packages and Statistical Process Control (SPC) analyses tailored to sales team requirements.
- Financial Reporting: Produced monthly reports on backlog and revenue, enhancing decision-making processes.
- Negotiation Expertise: Negotiated pricing with distributors to optimize profitability and maintain competitive edge.
Sales Associate
Digicom Systems Pvt Ltd
2001.04 - 2003.10
- Quotation Preparation: Prepared quotations and monthly revenue reports for Business Development initiatives.
- ISO Process Implementation: Implemented ISO process controls to ensure adherence to quality standards and operational efficiency.
- Compliance Reporting: Generated compliance reports for management presentations, highlighting adherence to regulatory requirements and operational benchmarks.
Education
Bachelor of Commerce -
IVUP
Bengaluru, IndiaSkills
- Self-motivated
- Strong verbal communication
- Budgeting and finance
- Team leadership
- Problem Solving
- Training programs
- Client Advocacy
- Product Demonstration
- Customer Support
- Team Work
- Customer Retention
- Loyalty Programs
- Process Framework
- Campaign Management
- CRM Integration
- Sales Support
- CRM Software
- Customer Satisfaction
- Upselling strategies
- Email campaigns
- Data-driven decision-making
- Data Analytics
- Engagement strategy development
Accomplishments
- Customer Health: Developed a proactive metric to track customer health, resulting in a 13% increase in retention of previously inactive customers.
- Customer Success: Maintained a consistent customer satisfaction score of 4.0 monthly, driving retention and customer growth.
- Process Setup: Established a contact center infrastructure to enhance customer experience.
- Team Development: Expanded the engagement management team by 30%, significantly improving customer experience.
Timeline
Customer Experience Manager
Digiboxx Technologies & Digital India Private Ltd
2020.12 - 2023.12
Manager, Loyalty Programs
Oriental Cuisines Pvt.Ltd
2018.02 - 2018.07
Assistant Manager CRM
Mobiquest Mobile Technologies Pvt Ltd
2015.10 - 2018.02
Customer Service Representative Manager
Hashconnect Integrated Service Pvt Ltd
2013.04 - 2015.09
Customer Service Representative
Hewlett Packard, HP
2007.06 - 2012.04
Sales Coordinator
System Tech Inc
2003.10 - 2007.06
Sales Associate
Digicom Systems Pvt Ltd
2001.04 - 2003.10
Bachelor of Commerce -
IVUP
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