Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Languages
Awards
Projects
Timeline
Generic

Savio Biju

Kochi

Summary

As a customer relations analyst, the major part of my job was to analyze customer data while proactively addressing contact trends, strategies, and feedback to enhance customer retention and provide a seamless experience. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Customer Relations Analyst

Target
07.2023 - Current
  • Utilized salesforce combined with excel and poweBI to track and analyze large sets of raw client data, identifying trends and proactively addressing potential issues.
  • Conducted regular reviews of CRM data to identify trends and areas of improvement, leading to enhanced customer relations strategies.
  • Evaluated agent performance, providing feedback to leadership teams in a timely and efficient manner.
  • Managed client inquires on a daily basis and addressed billing inquiries to inventory information from escalated clients to retain 1000+ clients a month.
  • Maintained a positive NPS score of >=70% for six consecutive months while meeting the KPI's. And reduced client churn rate drastically by providing exceptional support.
  • Reviewed product orders for accuracy, explained documents, and approved order exceptions; Selected to assist in training new hires.
  • Conducted detailed analysis of customer feedback to improve service levels, customer engagement and defined strategies to drive friction-less experience.
  • Given the responsibility to head an ad hoc project, addressing over 100 tickets pertaining to availability issue and process quality, clearing them while collaborating with other LOB.
    • Followed up with on-boarded customers and managed a pipeline of customer in Salesforce while proactively assisting them in any needs.
  • Increased customer retention by providing personalized assistance and fostering strong relationships with clients.

Research Analyst

Moder
11.2022 - 03.2023
  • Reviewed 200+ documents for critical errors and corrected them according to internal and external submission guidelines.
  • Researched through documents to make sure all the details comply with the SOP.
  • Investigated and gathered data while providing appropriate documentation for research.
  • Conducted enhanced due diligence research in attempts to find background information used to aid client advisors decisions in initiating, maintaining or closing business relationships.

Founders Office Intern

Mark Group
04.2021 - 07.2021
  • Worked closely with management and employees to improve work relationships.
  • Cold-called 15+ potential customers for lending out our event hall.
  • Maintained weekly reports of recruitment.
  • Managed and assisted the admin team in scheduling meetings and blocking calendar.
  • Coordinated and organized meetings for potential new vendors.
  • Scheduled and conducted 100+ phone screens to assess candidates and evaluate them.
  • Analyzed 100+ resumes and sorted them using MS Excel tools.

Education

BBA - Marketing & HR

Christ University
Bengaluru, India
06.2022

High School Diploma -

Gregorian Public School
Kerala
06.2018

Skills

  • Team Work
  • Analytics
  • Problem Solving
  • Leadership
  • Critical Thinking
  • Adaptability
  • Time Management

Websites

Accomplishments

  • Achieved a quality score of 70%+ for 4 consecutive months. And was awarded the best performer for Q1.
  • Have been awarded metric award for for meeting all the KPI's.

Certification

  • Operations Management Functions and Strategies, Skillsoft, 01/01/24
  • Assessing Organizational Risks, Skillsoft, 01/01/24
  • Establishing Team Goals and Responsibilities, and Using Feedback Effectively, Skillsoft, 01/01/24

Languages

English
Malayalam
French

Awards

Best Performer for Q1, Target, Awarded for being the best performer in Q1 (quarter) for meeting all the KPIs for 4 consecutive months.

Projects

Ad Hoc Project - Stock Availability, Documentation and Due Diligence, Collaborated with different LOB to address and resolve 100+ internal tickets pertaining to stock availability issue and due diligence. Ensured the tickets are cleared swiftly and reported directly to the manager after analyzing contact trends bi-weekly.

Timeline

Customer Relations Analyst

Target
07.2023 - Current

Research Analyst

Moder
11.2022 - 03.2023

Founders Office Intern

Mark Group
04.2021 - 07.2021

BBA - Marketing & HR

Christ University

High School Diploma -

Gregorian Public School

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Savio Biju