PRIYANKA BHAKRE
Bangalore
Summary
Experienced Customer Experience Manager with a proven track record in achieving team targets, strategic planning, and cross-functional communication. Skilled in creating SOPs, defining KRAs and KPIs, conducting call audits, and managing renewals and reactivations. Adept at interviewing, hiring, and training team members. I look forward to obtaining a challenging position in a high-growth corporate environment to learn from my peers and use my resourceful academic skills and work expertise to add substantial value to the organization.
Overview
15
15
years of professional experience
Work History
Manager - Customer Experience
Thyrocare Technologies Ltd.
09.2022 - Current
- Team Management: Leading a team of 17, including a Team Leader, managing 2700 Thyrocare franchisees with a retention rate of 75%
- Retention and Revenue Generation: Strategized, planned, and executed initiatives to drive retention and revenue growth
- Winback of Dormant Franchisees: Increased winback rates by implementing customized schemes and strategies tailored to franchisee revenue and test performance
- Scheme Execution: Ran segmented schemes to optimize existing approaches and introduced new up-sell/cross-sell schemes
- Marketing Collaboration: Successfully implemented push notification strategies through SMS, WhatsApp, and email to engage both existing and new franchises
- This initiative aimed to boost franchise incorporation, revenue, and retention, in collaboration with the marketing team
- Data Science Engagement: Working with data science teams to ensure proper tracking and analysis of all schemes, building automation to minimize manual intervention
- Analytics and Outcomes: Oversaw scheme execution, ensuring accurate tracking and analytics, and derived intelligence from retention efforts to inform future strategies
Team Lead - Retention
Docon Technologies Pvt Ltd (Pharmeasy)
08.2021 - 08.2022
- Team Size: 12 | Doctors Handled: 4400 | Retention Rate: 91%
- Target Achievement & Task Monitoring: Ensured team targets were met and monitored daily tasks
- SOP Creation & Documentation: Developed SOPs and necessary documentation
- Cross-Functional Communication: Coordinated with Sales, CST, Analytics, Tech, and third-party CRM teams
- Process Setup & Strategic Planning: Established processes and engaged in strategic planning
- KRA & KPI Definition: Defined KRAs and KPIs for the team
- Call Audits & License Management: Conducted call audits and managed license renewals and franchise account reactivations
Relationship Manager
Docon Technologies Pvt Ltd (Pharmeasy)
04.2020 - 07.2021
- Doctors Handled: 800 || Achievements: Top Performer
- Effective Communication: Successfully understood and addressed doctors' concerns, providing appropriate resolutions
- Cross-Selling Initiatives: Initiated and executed cross-selling strategies to enhance service offerings
- Collaborative Problem-Solving: Ensured timely communication and follow-up with cross-functional departments to guarantee resolution
Inside Sales Manager
Sminq Acquired by Docon
12.2017 - 03.2020
- Achievements: Top Performer
- Key Responsibilities: Lead generation and presales, Scheduled meetings for the on-field sales team, Managed remote sales (B2B and B2C), Ensured excellent customer experience
Marketing Manager
Collab Solution Pvt Ltd (Sharedmachine.in)
07.2016 - 02.2017
- Experienced in setting up and managing operations, marketing, and remote sales processes
- Successfully approached and formed alliances with machine manufacturing companies across India
- Monitored competitors' activities, including their latest features and marketing strategies
- Kept detailed records of ongoing and upcoming tenders at state and city levels
- Proactively generated and managed requirements for rental and resale, ensuring timely follow-up with clients to release work orders and invoices
- Skilled in tracking field executives' activities to optimize requirement generation
Team Lead
Foodpanda.in (Pisces E-Services Pvt. Ltd.)
07.2013 - 10.2015
- Sales Automation Project: Automation Coverage: Achieved 92% automation of restaurants
- Tools Implemented: Box/Automated Printers, Web Version, Desktop App, SMS/Email Notifier, Tablet
- Revenue Generation: Established a formalized channel for generating revenue by automating restaurant operations
- Team Management: Set up processes and targets for the team
- Training: Conducted training sessions to ensure smooth implementation and adoption
- Business Development Manager - Retention | Top Performer
- Founder Member of Retention Team: Played a key role in establishing the team
- Automation Initiatives: Transitioned potential restaurants to automated order processing
- Technology Deployment: Acted as the single point of contact for deploying printers in top-performing restaurants across India
- Exclusive Partnerships: Converted restaurants into exclusive partners by offering lucrative deals
- Issue Resolution: Analyzed and rectified reasons for failed orders and escalations
- Brand Management: Handled critical issues for restaurant brands
Sr. Executive Business Development (B2B)
Network 18 Media & Investment Ltd. (Infomedia 18, Askme.com, IBN, Lokmat, IBN7, CNBC)
10.2012 - 03.2013
- Client Visiting and Tie-Ups: Conducted regular client visits and established strategic partnerships, fostering strong business relationships
- Key Account Management: Maintained and enhanced key accounts, ensuring high levels of client satisfaction and retention
- Business Development: Identified and pursued new business opportunities, driving revenue growth and market expansion
- Negotiations: Led successful negotiations, securing favorable terms and agreements to benefit the company and clients
Sr. Executive Business Development (B2C)
Firstcry.com (Digital Age Retail Pvt Ltd.)
09.2011 - 10.2012
- Customer Complaint Resolution: Expertly assisted and responded to customer complaints, ensuring swift and effective resolution to enhance customer satisfaction and loyalty
- Upselling and Cross-Selling: Successfully identified opportunities for upselling and cross-selling, contributing to increased revenue and customer retention
- Cross-Functional Coordination: Collaborated seamlessly with various departments to ensure cohesive and efficient operations, driving overall business success
Cluster Executive
Pantaloons Retail India Ltd.
10.2010 - 07.2011
- Promotions Management: Spearheaded the development and execution of new promotional strategies, including special promotions, displays, and events, to drive customer engagement and sales
- Visual Merchandising: Expertly managed visual merchandising to enhance store aesthetics and product visibility, contributing to an improved shopping experience and increased sales
- Inventory Management: Oversaw inventory management to ensure optimal stock levels and product availability, minimizing stockouts and overstock situations
- Brand Coordination: Collaborated with Brand Managers for both Private Label and Consignment Brands to align promotional activities with brand guidelines and objectives
- Target Achievement: Consistently met and exceeded store targets through strategic planning and effective execution of promotional and merchandising activities
Intern
ITC Ltd.
Pune
05.2009 - 07.2009
- Competitive analysis
- Rewarded and Recognized as Best Performer
- Direct Sales
- Merchandising
- Promotion Event
Education
Post-Graduation - Management Studies
MIT College of Management
Pune01.2010
Bachelors - Computer Science
Vivekanand College
Aurangabad01.2008
Skills
- Business Development
- Revenue Generation
- Customer Focus
- Operations Management
- Strategic Planning
- Project Management
- Performance monitoring & Improvement
- Quality Control
- Collaborative Leadership
- Data Analysis
- Cross functional Coordinator
- Coaching and Mentoring
Personal Information
Date of Birth: 06/11/88
Languages
- English
- Hindi
- Marathi
Timeline
Manager - Customer Experience
Thyrocare Technologies Ltd.
09.2022 - Current
Team Lead - Retention
Docon Technologies Pvt Ltd (Pharmeasy)
08.2021 - 08.2022
Relationship Manager
Docon Technologies Pvt Ltd (Pharmeasy)
04.2020 - 07.2021
Inside Sales Manager
Sminq Acquired by Docon
12.2017 - 03.2020
Marketing Manager
Collab Solution Pvt Ltd (Sharedmachine.in)
07.2016 - 02.2017
Team Lead
Foodpanda.in (Pisces E-Services Pvt. Ltd.)
07.2013 - 10.2015
Sr. Executive Business Development (B2B)
Network 18 Media & Investment Ltd. (Infomedia 18, Askme.com, IBN, Lokmat, IBN7, CNBC)
10.2012 - 03.2013
Sr. Executive Business Development (B2C)
Firstcry.com (Digital Age Retail Pvt Ltd.)
09.2011 - 10.2012
Cluster Executive
Pantaloons Retail India Ltd.
10.2010 - 07.2011
Intern
ITC Ltd.
05.2009 - 07.2009
Post-Graduation - Management Studies
MIT College of Management
Bachelors - Computer Science
Vivekanand College
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