Sanjay H N
Bengaluru
Summary
A highly accomplishedP adaptaKleP and result-driven professional with 10 years of comprehensive eJperience as a lead process trainer and CRM manager. broven eJpertise in delivering impactful training programsP managing customer relationshipsP management systemsP and driving organizational growth
Overview
11
11
years of professional experience
Work History
India Store Operations Manager
Amplifon India Pvt Ltd
07.2023 - Current
- Proven track record in developing and implementing strategies that improve customer engagement, retentions and loyalty
- Strategic business analysis, problem solving techniques & RCA
- Strong leadership abilities and excellent communication skills with a focus on driving CRM excellence across all in-store operations
- Analyzing customer data and behavior to formulate strategies that improve customer relationship
- Implementation of Retail CRM initiatives including Sales programs, promotional campaigns and customer feedback systems
- Developed and implemented customer segmentation strategies that improved target marketing efforts
- Retail employee and supervision training
India CRM and Customer Operations Manager
Amplifon India Pvt Ltd
04.2022 - 06.2023
- Developed and implemented a comprehensive CRM strategies.
- Formulated customer engagement and retention strategies to enhance loyalty.
- Conducted data analysis, including customer segmentation and classification.
- Mapped customer journeys to optimize interactions and experiences.
- Provided leadership and oversight to team initiatives.
- Generated structured reports and refined existing business models.
- Enhanced client experiences and improved feedback management processes.
- Executed pilot projects to evaluate data utilization potential and established new CRM processes that yielded a 21% increase in revenue within a year.
Cluster Head (South India)
Amplifon India Pvt Ltd
01.2017 - 03.2022
- Led a team of 30 in-store client advisor specialists across retail units in five states of Southern India.
- Developed and implemented process control strategies aimed at reducing risk and enhancing process stability.
- Managed the client advisor team and oversaw a business vertical within the retail units, thereby contributing to regional revenue growth.
- Established a business process management system to track and monitor process performance, which resulted in a twofold increase in process compliance.
- Created a new channel for lead generation, which currently accounts for 7% of total business revenue.
- Conducted root cause analyses to identify and address process-related issues, resulting in improved efficiency and significant cost savings.
- Initiated new process improvements within the region.
- Designed a contact center model for the organization and monitored national business growth, which increased by 28%.
- Prospect and repeat sales grew by 510% over five years within the respective regions.
Sr. Process Trainer - Chat and E-mail
24/7 Customer Pvt Ltd
09.2013 - 09.2016
- Oversaw the chat process for business-to-consumer (B2C) sales and managed email campaigns pertaining to post-order inquiries for Sears.com and Kmart.com, prominent e-commerce platforms in the United States.
- Delivered PLE classroom training across 18 batches, each consisting of over 20 advisors.
- Provided operational support during on-the-job training (OJT).
- Conducted training sessions for management and team leaders focused on new process changes and implementations.
- Established a program baseline and performed root cause analyses to identify challenges and assess training requirements.
- Continuously managed multiple bottom quartile batches with a headcount exceeding ten while monitoring advisors' performance on chat and email interactions.
- Offered constructive feedback and coaching to ensure that advisors met established program standards.
- Introduced innovative methodologies within the training framework to enhance advisors' proficiency in managing multiple chat interactions within a production environment.
- Facilitated refresher courses, on-the-floor training, and ongoing knowledge assessments to ensure that advisors remained current with process updates.
Education
Bachelors in Computers Applications - Computer Applications
Community Institute of Commerce And Management Studies
06-2013
PCMCs -
Vijaya Pre University College (Main)
01.2010
10th grade -
Sri Krishna International Educational Society
01-2008
Skills
- Leadership
- Problem solving
- Customer Service
- Highly Organized
- Communication Skills
- Microsoft Office
Languages
English
Kannada
Hindi
Tamil
Telugu
Hobbies and Interests
- Road trips
- Portrait Sketch
- Badminton
- Movie Buff
Personal Information
- Date of Birth: 04/04/92
- Nationality: Indian
Timeline
India Store Operations Manager
Amplifon India Pvt Ltd
07.2023 - Current
India CRM and Customer Operations Manager
Amplifon India Pvt Ltd
04.2022 - 06.2023
Cluster Head (South India)
Amplifon India Pvt Ltd
01.2017 - 03.2022
Sr. Process Trainer - Chat and E-mail
24/7 Customer Pvt Ltd
09.2013 - 09.2016
Bachelors in Computers Applications - Computer Applications
Community Institute of Commerce And Management Studies
PCMCs -
Vijaya Pre University College (Main)
10th grade -
Sri Krishna International Educational Society
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