Saurabh Chauhan
Faridabad
Summary
"Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management."
Overview
19
19
years of professional experience
Work History
Regional Key Account Manager
Lindstrom Services India Pvt Ltd
Delhi NCR
02.2017 - Current
- Responsible for Overseeing and Managing 50+ High Value Accounts while prospecting with 150+ Companies
- Maintained over 7 Crores.
- Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
- Negotiated and maintained cost-effective contract pricing structures with vendors to produce positive return on investment.
- Analyzed sales to manage life cycle of product, inventory models and selling rates.
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
- Developed and delivered presentations to key customers to position products and services.
- Built and maintained strong client relationships to drive business growth.
- Facilitated strategic meetings with key stakeholders to understand customer needs and develop action plans.
- Developed thorough understanding of key clients' needs and requirements to prepare customized solutions.
- Worth of Current Business while also generating additional Revenue
- Managing and ensuring hygiene of Enterprise Accounts
- Responsible for 10%-15% Increase in Total Yearly Sales
- (Additional Sales) Responsible to improve customer experience based on VOC, C-Sat scores etc
- Price Increase, Additional Order, Redemption & Low Churn
- Ensuring Account growth through Upsell/ cross-sell and meeting right stakeholders
- Responsible for making conceptual presentations and demonstrations to prospects
- Responsible for Sales, Onboarding & Post Sales of clients
- Coordinating with Clients & product development team to ensure smooth product development.
Branch Credit & Collection Manager
Vodafone India Private Limited
AMRITSAR
04.2015 - 10.2016
- Agency Management:
- Monitoring the overall functioning of Collection processes, identifying improvement areas of all collection buckets, 0-30, 30- 60, 60 - 90, to Collection agencies and Tele-calling agencies and managing bad debt at field at Zonal level
- Coordination with collection agencies and Vodafone outlets for daily basis collection which includes – Supervision through agency managers, their day-to-day issues, waivers, retention tools for collection
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Supervised staff of collectors, monitoring phone calls and letters.
- Researched accounts and completed due diligence to resolve collection problems.
- Hard collections through Field and Tele-calling team with 45 executives at agencies
- Recruitment of all collection and retention executives and induct them about the complete process
- Conduct review meet on monthly basis to cover the gaps and improvement measurement plans
- Rewards & Reorganization schemes implementation to motivate the Field & tele calling team
- Coordination with Agency owners on ROI and achievement of targets for set pay-out.
DEBT COLLECTION MANAGER
ICICI BANK LIMITED
Agra
01.2014 - 03.2015
- Managing New Car Loan, Used Car Purchase Loan, Car Over-Draft and Used Car Refinance
- Loan Collection
- Facilitated collection of receivables, adhering to policies, procedures, and process compliance
- Pivotal in setting up and managing efficient channels of Collection Agencies that can help meet our monthly & annual targets
- Possession of Vehicle where collection in not possible Involved in keeping daily track of the collectors, maintaining the DCR and DRR and regular follow up of all the legal cases and settlements
- Managed higher buckets and high-profile customers
- Co-ordination with the other banks for early clearance of the Post-Dated Cheques
- Ensured that the Cash or Cheques collected are posted on time, payment file are submitted on time
- Giving more importance to the Pot NPA and NPA cases and keeping pressure in writing
- All the legal filed are fully managed & co-ordinate with the legal team
- Vendor Management- Collection agencies and Credit & Risk Verification agencies
- CRM
- Developed and maintained relationships with customers and suppliers through account development.
CRM (Customer Relationship Manager)
Tata Teleservices Limited
MEERUT
01.2010 - 01.2014
- Executive– Enterprise Business Service (Retention &
- Collection) successfully attained promotion to the post of Assistant Manager in a short span of time for consistent performance & hard work rendered
- Solely accountable for heading UP-West & Uttarakhand across all thezones & directing the effort towards the smooth accomplishment of assigned target
- Analyse and measure performances of all circles involved in Collection, Credit/Customer Care & ensuring that they are in accordance with the set parameters
- Lead through example with consistent work ethic, attitude, and professionalism, ensuring high-quality customer service, overseeing departmental operations, and the development of critical functional business relationships
- Aggregate reports and feedback to higher levels in the Hierarchy for review for strategy planning & decision making
- Solely accountable for overall management of Churn Prevention Activities including 4
- Zones (Dehradun
- Bareilly, Agra & Meerut) with a customer base of approx
- 27 thousand
- Lead, motivate, guide & provide inputs for improving the performance of the team
- Concentrate initiatives across achievement of target within defined time period & maintaining strict deadlines
- Competent and diligent professional with capability to handle a wide range of managerial assignments ranging from Customer Service, Corporate Collections
- Corporate/ Agency/ Customer Retention& Corporate Relations
- Handled the tasks of implementing, developing and maintaining quality system policies
- Adept at mapping customers’ needs and attuning product/ service solutions to maximize rating on customer satisfaction index
- Competent to work within large teams while managing, leading and training them to ensure a customer-oriented service approach and effective target achievement
- Adept in identifying/ developing new streams for long-term revenue growth and maintaining relationships with customers to achieve repeat/ referral business by providing customized services
- CRO (Customer Retention & Collection Officer
CRO (Customer Retention & Collection Officer)
Idea Cellular Limited
12.2004 - 12.2009
- Service Delivery & Quality (Retention & Collection) successfully attained promotion to the post of CRO in a short span of time for consistent performance & hard work rendered
- Was accountable for heading Moradabad Zone across all the 16 channels & directing the effort towards the smooth accomplishment of assigned target
- Analyse and measure performances of all circles involved in
- Collection, Credit/Customer Care & ensuring that they are in accordance with the pre-set parameters
- Pioneer new processes to adapt to dynamic changes in the Industry
- Aggregate reports and feedback to higher levels in the Hierarchy for review for strategy planning & decision making
- Daily monitoring on collection agencies & in-house team for better resolution
- Solely accountable for overall management of Churn Prevention Activities including 18 locations with a customer base of approx
- 25 thousand
- Lead, motivate, guide & provide inputs for improving the performance of the team
- Aggregate data, analysis and performance in midst and end of each performance period
- Concentrate initiatives across achievement of target within defined time period & maintaining strict deadlines
- Other Key Accolades
- Credited for handling churn prevention activities including 18 locations with a customer base of approx.thousand
- Successfully managed, motivated & developed the team and ensured that they performed to their maximum level to accomplish the business objectives & maintained a high standard of Agency satisfaction scores
- Managed all activities encompassing various collection related processes such as goal accomplishment, customer satisfaction, customer retention etc
- Enhanced customer usage and increased customer loyalty through developing effective solutions under life cycle management process
- Set performance parameters & was responsible for monitoring team performance through timely feedbacks, thereby ensuring improved overall team performance
- Projects
- E - Lindstrom Login & Training
- C-SAT, NPS & Response Rate
- RFID Configuration
- Voice of Customer ( Feedback)
- Bad Debt Control
- CRM Hygiene
Education
Bachelor of Commerce -
Chaudhary Charan Singh University
Intermediate (12th Standard) - undefined
St. John's Sr. Sec. School
Skills
New & Existing Businesses Development, Upsell / Cross Sellundefined
Timeline
Regional Key Account Manager
Lindstrom Services India Pvt Ltd
02.2017 - Current
Branch Credit & Collection Manager
Vodafone India Private Limited
04.2015 - 10.2016
DEBT COLLECTION MANAGER
ICICI BANK LIMITED
01.2014 - 03.2015
CRM (Customer Relationship Manager)
Tata Teleservices Limited
01.2010 - 01.2014
CRO (Customer Retention & Collection Officer)
Idea Cellular Limited
12.2004 - 12.2009
Bachelor of Commerce -
Chaudhary Charan Singh University
Intermediate (12th Standard) - undefined
St. John's Sr. Sec. School
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