Shaifali Parakh
Indore
Summary
Committed opportunity seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
9
9
years of professional experience
Work History
Business Analyst
Chapter two four seven infotech PVT LTD
Indore
05.2023 - Current
- Assessed customer requirements and developed pre-sales solutions to meet their needs.
- Collaborated with sales team to understand customer requirements, boost product sales and provide sales support.
- Facilitated meetings between customers and subject matter experts when necessary for further discussions about product features and functionality.
- Analyzed project specifications and available resources to develop effective and efficient product solutions.
- Delivered samples and catalogs to prospective customers and provided information on product features, pricing and availability.
- Collaborated with cross functional teams including marketing, engineering and operations to develop tailored proposals for clients.
- Engaged with sales teams during the sales cycle to provide technical expertise as needed.
- Created sales or service contracts for customer review and acceptance.
- Assisted account executives with prospect evaluation and qualification.
- Maintained up-to-date knowledge of industry trends, market dynamics, competitor strategies and pricing models.
- Conducted client workshops to showcase product capabilities and explain how they address customer challenges.
- Presented demo products at trade shows and marketing events, highlighting key selling points and functionality.
- Configured and delivered customer demos and onsite user workshops.
- Built relationships with key decision makers in order to identify opportunities for expanding business.
- Negotiated tender and contract terms to meet both client and company needs.
- Drafted, presented and responded to proposals for specific customer requirements with industry-specific solutions.
MNP, Provisioning & Communication Manager - MP&CG
Bharti Airtel PVT LTD
Indore
10.2021 - 03.2023
- MNP retention of prepaid and postpaid through proactive and reactive working actions
- Optimized Outbound call center productivity, achieve correct quality standards through data analysis
- Train 100% employees on product and process part and make sure that they will keep refresh their knowledge through refreshers
- Monthly analysis of performance trends and recommended solutions for any areas having downward trends. Also developing presentation and report formats used in Monthly & Quarterly Business Review meetings in Business Head Review
- Conflict Management is the forte of mine to achieve targets smoothly
- Attrition control techniques successfully achieved. Tracked and reported matrix, provided weekly, monthly and quarterly reporting results to senior management
- MNP process compliance, onboarding, data reporting & retention
- Open telco- proactive communication to customers
- Customer journey testing and creating use cases for different testing scenario
- Product testing and benchmarking for prepaid and postpaid applications, third party websites/apps by creating use cases for different testing scenarios
- National Role outs. Timely implementation of national initiatives, related to NPT/comms and MNP
- Excellent communicator, leverage technical, business and financial acumen to communicate effectively with all stakeholders
- Dealing with sales figures, market research logistics, and transportation costs, among other things
- Provide input into developing and modifying systems to meet market, internal & external stakeholders and develop business specifications to support these modifications
- Writing user experience test cases for internal and external IT products
- Liaise between technical and non-technical personnel to ensure mutual understanding of processes and applications
- Strategize how to solve expensive problems
- Cross functional supervision
- Team building & monitoring
- Writing and implementing testing modules for MNP retention team
- Business and IT planning
- Vendors Management - handling outsource units KRA and KPI to make sure processes are followed based on internal and external standards defined by the company
- Negotiating with vendors and different departments within the company and derive a conclusion on sensitive and non sensitive business matters
- Support of sales teams in offer preparation for professional services
- Proactively identify & drive professional service opportunities
- Responsible for end-to-end solution design & operational readiness, suggesting solutions & innovative ideas meeting business needs
- Prepare & deliver process related documentation, presentation & demos with clarity & confidence
- Provide support to customers, offering clear advice & solutions to retain customers
- Establish strong strategic partnerships with sales teams & service product line
- Act as the liaison between sales teams or customers & the internal services-PLMs
- Communicate with the main peers on a regular basis & respond to specific queries
Customer Support Manager
Wear Three Fashion Pvt Ltd
New Delhi
02.2021 - 10.2021
- Working on the pre-launch phase of the brand and building the Customer Support, Operations and Branding Department from scratch. Worked closely in the Vendor Onboarding process and Sales and Marketing activities
- Handling end to end customer communication across all channels to address complaints and provide a satisfactory resolution. Work closely with the delivery partners to offer a premium experience for all customers
- Handling customer related queries and developing programme to enhance customer engagement and outreach. Working towards ensuring a cordial and pleasant shopping experience for each customer
- Handling the micro-managerial activities of the brand, along with developing multiple programme to understand a customer’s requirements and offer solutions which entail the endeavor for customer retention
- Worked on competition mapping of Club SP with competitor brands, studied the impact of brand perception and experienced quality on shopping behavior of clients
- Conducted an in-depth analysis of the competitor womenwear brands online and offline, suggested an option plan while identifying key trends with various price points and was a part of the Range Selection process.
Quality Assurance & Relationship Manager
Vodafone Idea Pvt Ltd
Indore, Udaipur, Sriganganagar
07.2016 - 10.2020
- Heading Retail Business for Zone managing Sales, Service for 20+ exclusive retail outlets across formats; Company Owned and Franchised
- Performing to decrease number as well revenue churn in terms of retention of the overall base and to provide total telecom solution to existing and new accounts which fall under every category
- Performing monthly churn target and competitive analysis to determine accurate performance levels
- Deliver an excellent customer experience with strong Branded Communications
- Cementing healthy relationship with the HNI customers for generating new business related to Mobility as well Non-Mobility
- Managing VMS (Vodafone Mini Stores) & VS (Vodafone Stores) in terms of audit and customer satisfaction
- Resolving customer complaints by investigating problems, developing solutions, preparing reports, and making recommendations to management
- Ensure enhancement of Revenue by ensuring quality acquisition and minimize HV churn
- Achieving lowest Number & Revenue Churn by ensuring subscriber retention of the entire post-paid base and by minimizing churn so as to positively contribute to Circle Net Adds.
- Drive Digital business to improve stickiness of customers
- Leading the involvement of company personnel, including support, service and management resources in order to meet company performance, objectives and expectations
- Managing activities through Service Camp for new products & services to the existing corporations
- Deliver best Activations TAT- Prepaid, Postpaid activations.
- Accountable for QOS reporting to corporate after dip dive audit in every parameter
- TNPS scores: 5% improvement QOS
- Drive quality parameters to > 85% scores across all Retail touch points
- Closure of NCs within TAT
- Inbound and Outbound call centers quality audit
- Impact Quantifications for each NC
- Every month Process correction on the basis of TNPS detractor
- CS Project:-Customer Centricity project- Customer delight experience across frontline and On-roll is captured and shared
Customer Service Executive
Axis Bank
Udaipur
12.2014 - 03.2016
- Managed all the Asset customers of Bank related to any of the loans
- Resolving the issues and queries of the customers and making them understand about their loans and also guide for the future references
- Actively close all the requests and chase it till their final closer from HQ Mumbai
- Manage the walking customer requests in term of maintain the records and send to HQ
- Manage other two outer territory Kota and Bhilwara service request and close loop till their closer
- Maintaining NPS score of the Bank
- Retaining existing customers from switching them to another banks
- Cross selling of the Udaan Account as well the other loans to customers
- To increase Market share through churning of High ARPU competition customer by way of focused approach
- To ensure healthy ROI of franchisee owners
- Taking care of all the Merchandising and display of Company’s products. Also responsible for upkeep and Pleasant ambience of the store
Education
BBA -
MLSU University
Udaipur06-2011
MBA - Finance
Faculty of Management Studies - MLSU University
Udipur Skills
- PROCESS FLOW MANAGEMENT
- CUSTOMER LIFECYCLE MANAGEMENT
- CORPORATE CLIENT SERVICING
- RETENTION & RELATIONS
- BUSINESS DEVELOPMENT
- CHANNEL MANAGEMENT
- PRODUCT PROMOTION & CROSS SELLING
- ACTIVATION OF BRAND
- TEAM MANAGEMENT
- COMPETITOR ANALYSIS
- QUALITY ASSURANCE
- RETAIL NPS SCORE
- QOS REPORTING
- WINDOWS 7,8,81, 10
- PACKAGE - MS OFFICE, INTERNET APPLICATION, DATABASE MANAGEMENT SYSTEMS (CRYSTAL CRM, CPOS, AMDOCS)
- WORKFLOW ANALYSIS
- OPERATIONAL ANALYSIS
- DATA ANALYSIS
- BUSINESS PROCESS IMPROVEMENT
- GAP ANALYSIS
- TECHNICAL WRITING
- DATA MAPPING
- DATA MINING
- INTERNAL AUDITING
- REQUIREMENTS GATHERING
- OPERATIONAL REPORTING
- COMPETITIVE ANALYSIS
- CUSTOMER NEEDS ASSESSMENT
- INTERNAL & VENDOR KPI TRACKING
- QUALITY ASSURANCE
- STRATEGIC PLANNING
- COST BENEFIT ANALYSIS
- OPERATIONS MANAGEMENT
- POWER BI
- MICROSOFT EXCEL, MICROSOFT ACCESS
- PROCESS OPTIMIZATION
- FORECASTING AND PLANNING
Accomplishments
- Awarded for NPS score maintaining in West Zone
- Highest cross selling products in Month of January to March 2016
- Best employee award winner for highest TC retention for the year of 2022
- Achieved TYD 1st rank in Rajasthan region and close number churn at minimum
- Premium segment churn has closed at lowest
- The health of reactivation of customer base count is highest every month
- Year audit of billing and metering by TRAI has successfully closed on zero observation
- Zero penalty to circle. 100% on QOS reporting TAT
- Successfully launched the project "Circle Yodha" and "Corona Yodha" in a circle for overall satisfaction of employees and customers as well. It helped in customer CXX of corporate projects.
- Vodafone star award in fourth quarter in FY 16-17
- Best employee of the month March of the CS team of VIL MPCG
- Retained a fully dissatisfied customer of the Axis bank and provided him a new loan from the Axis bank
- Worked in FMS annual national fest horizon as a core committee member in 2013 and 2014
- Worked in Bachelor college's sponsorship team
- Cultural secretary of college in second year
- President/Head girl of the school
- Prime minister of school in 10th standard
- Certified B of national cadet corp
- Recite poetry in vividh bharti
Personal Information
- Date of Birth - 17/07/1990
- Martial Status - Married
- Languages - Hindi, English and Gujarati
Timeline
Business Analyst
Chapter two four seven infotech PVT LTD
05.2023 - Current
MNP, Provisioning & Communication Manager - MP&CG
Bharti Airtel PVT LTD
10.2021 - 03.2023
Customer Support Manager
Wear Three Fashion Pvt Ltd
02.2021 - 10.2021
Quality Assurance & Relationship Manager
Vodafone Idea Pvt Ltd
07.2016 - 10.2020
Customer Service Executive
Axis Bank
12.2014 - 03.2016
BBA -
MLSU University
MBA - Finance
Faculty of Management Studies - MLSU University
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