Ratish Ravindran

• Joined the founding team, instrumental in building a client success team that transformed customer relationships.
• Empowered & trained new hires with product knowledge and streamlined processes by creating SOPs & SLAs to boost team efficiency and consistently achieved an 85% increase in customer satisfaction survey scores within our team.
• Streamlined customer communication across google my business, appstore, playstore, social media (FB, Instagram, Twitter, YouTube), email, and calls, resulting in 90% more engagement and better results in customer satisfaction. Minimized the response rate from a day to 15 minutes.
• Improved operational efficiency by streamlining processes and implementing strategies that reduced AHT by 65% (from 35-40 minutes to 10-12 minutes).
• Built and led high-performing teams, scaling recruitment efforts to hire over 60 individuals and effectively manage up to 30 team members across multiple products. Currently coaching and mentoring a team of 6 senior associates.
• Facilitated daily scrum and other stakeholder meetings to gather client feedback and identify potential roadblocks. Effectively communicated new improvement initiatives to the business team, ensuring alignment and project success.
• Leveraged strong collaboration with the business team to drive new product initiatives. My team's effective feedback system, including categorization and communication, directly contributed to the deployment of 55% of the current app functionalities.
• Leveraged expertise in CRM tools (Freshworks, ZohoDesk, Ozonetel) to design and implement comprehensive SOPs and SLAs for onboarding, account management, and support functions. This initiative streamlined workflows and ensured consistent service delivery across all departments with improved operational efficiency.
• Established a Quality Control (QC) team to ensure consistent, high-quality support. This initiative fostered improved communication, skill development within the team, and ultimately led to exceptional customer service.

• Managed financial, operational and human resources to optimize business performance.
• Oversaw divisional marketing, advertising and new product development.
• Formulated and executed strategic initiatives to improve product offerings.
• Developed innovative sales and marketing strategies to facilitate business expansion.
• Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
• Communicated business performance, forecasts and strategies to investors and shareholders.
• Directed technological improvements, reducing waste and business bottlenecks.
• Helped building main outlet from scratch and further expanded to 3 more locations in Delhi.
• Established and maintained strong relationships with customers, vendors and strategic partners.
• Represented organization at external meetings and events to promote and build relationships with key stakeholders.
• Oversaw day-to-day operations to keep organization running smoothly while meeting business goals.

• Managed a portfolio of high revenue, long-term clients to ensure Centurion Membership Success
• Establish strong client relationships to nurture long-term growth, retention, and confidence in our products & services
• Maintain over 65-70 high-revenue customer accounts comprising CEOs or decision makers and manage a rotating portfolio of new clients to ensure successful implementation and application of our products & services
• Coordinate with internal stakeholders and leaders to identify clients at risk of termination or dissatisfaction and execute proactive outreach and intervention. By keeping a tab on market trends in the travel industry, I proactively reach out to my customers for further and better engagement.
• Working with our internal marketing team, domestic hotels, and tour operators to create exclusive deals and offers for our premium customers. Bringing monthly offers or packages to keep our clients engaged with our products and services
• Perform monthly/weekly account reviews with the CEO to ensure sales/customer goals are met and make recommendations to improve metrics. By understanding customer satisfaction levels, we take necessary action to meet and even exceed customer expectations.
• Perform periodic customer success reviews that confirm satisfaction, resolve issues and collate customer feedback. Provide expert customer insight to leaders, product managers, marketing and sales heads on the innovation and continuous improvements needed to enhance customer experience and our product
• Achieved quarterly and yearly targets on sales, revenue, and customer services and increased the business for the south portfolio which included Bengaluru, Hyderabad, and Chennai
• Ensured to meet all my clients personally at least once or more as and when required. All service queries were handled via personal phone calls, emails, or through our dedicated hotline for Centurion clients
  
  Special Achievement
• Received multiple Rewards and Recognition for quarterly/yearly targets achieved in sales, revenue, and customer success
• Handled and resolved all customer escalations with 100 percent accuracy
• Kick-started the Centurion Department in Bengaluru and took over the entire southern portfolio
• Participated in the Ambassador’s Day activity to promote American Express visibility at merchants across Bengaluru

• Provided support to Event phones team.
• Answered client queries about SAAS product through calls, emails, and cases submitted through Salesforce.
• Regular follow-ups with clients to ensure proper resolution of their issues is provided in a timely manner.
• Maintaining data of all client interactions in Salesforce, as well as submitting all clients' suggestions, complaints, and appreciation through the Customer Listening System (CLS).
• Logging opportunities to create lead generation.
• Using Salesforce comprehensively to log all activity and extract reports.
• Coordinating with HQ team for weekly updates.
  Special Achievement
• Best Performer in training batch for Cvent’s Event Software
• Started mentoring new hires within 5 months of joining and acted as SME for events team

• Managing client queries related to Travel and Lifestyle for American Express Card Members
• Booked reservations for travel, hotels, rental cars and special events such as tours and excursions. Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives
• Advising clients on most effective promotions and packages for their travel requirements. Following up with potential clients via phone calls and emails to close deals.
• Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments
• Maintaining multiple reports for team to track sales, revenue, and customer satisfaction. Sharing trackers on behalf of my leader with entire team for review and analysis.
• Taking care of client escalations by phone and email. Following up with client to ensure all issues are resolved and taking necessary action accordingly.
• Coaching and sharing feedback with team members during our daily meetings and reviews
• Handling accounts and billings for our travel partners like ORIX, Agentbox, Tour Operators, Cruises, etc as a one point of contact between travel vendors and American Express.
  Special Achievement
• Awarded Shooting Star of the Year for 2011 and received multiple awards and recognitions during my career
• In 2012 and 2013, I won first place in the Membership Rewards Contest. We educated our card members to use as many points as possible for their purchases.
• Successfully completed Kohinoor Project in 2012 and 2013. Getting prospects to sign up for our high-end card product. I received maximum rewards for this project.
• Organized successful off-sites and events for our team members in 2012 and 2013.

• Started working as a Marketing Executive to generate leads and convert potential leads into clients.
• Sign up local travel agents in the US on our platform, so that they can buy consolidated airfares through us.
• Promoted as Customer Service and Sales Representative within 8 months. We sold consolidated airfares, discounted hotel deals, car rentals, and other travel-related services to local travel agents in the US and Canada.
• Responded promptly to client calls and emails requesting new travel arrangements or changes to existing itineraries to provide optimal customer service
• Booked transportation using booking engines and Sabre GDS, made hotel reservations and collected payments to optimize trip planning
• Contacted preferred suppliers for air, hotel and ground transportation to receive incentives, upgrades and other amenities for clients
• Resolved travel problems, processed complaints and issued refunds to maintain customer satisfaction

Special Achievement

• I was promoted within 8 months from Marketing Executive to Sales Representative.
• Received Super Talented Achiever Award in 2007, for best team performance
• Introduced Cruise Bookings in Fareportal and partnered with multiple tour operators to generate more revenue for the company