Shivali Shukla
Relationship Manager
Pune
Summary
Proactive Relationship Manager with strong background in analysis, customer service and forecasting. Develops and implements financial plans and delivers strategic financial advice. Results-driven Relationship Manager experienced in financial statement review, auditing and reporting. Well-versed in producing reports, evaluating department operations and handling month- and year-end closings. Meticulous, conscientious and methodical in approach.
Overview
15
15
years of professional experience
3
3
Languages
Work History
Relationship Manager
SHFA Finance
10.2023 - Current
- Cultivated and nurtured strong client relationships, delivering tailored financial solutions and addressing client needs
- Proactively generated new business opportunities through strategic networking and referrals
- Collaborated seamlessly with internal teams to ensure the seamless delivery of financial products and services
- Conducted comprehensive market research and analysis to identify lucrative client prospects and market opportunities
- Negotiated and finalized contracts, ensuring adherence to company policies and regulatory requirements
- Opening new accounts with upsell
- Orchestrated successful collaborations with market dealers to expand product reach and increase market share.
- Collaborated with cross-functional teams for seamless management of high-profile accounts, resulting in improved customer satisfaction
- Analyzed customer data to identify areas of improvement and maximize customer satisfaction
- Evaluated portfolio performance regularly using advanced analytics tools, making strategic recommendations to optimize client returns
- Coordinated efforts between various departments such as sales, credit assessment, operations teams for smooth delivery of services to clients
- Created and maintained databases to track customer discussions and preferences for accurate, updated records
Team Lead
Quick Heal Technoligies
06.2019 - 08.2023
- Provided dynamic leadership to a high-performing team, driving them to achieve and exceed sales targets
- Developed and executed innovative sales strategies to drive revenue growth and market expansion
- Analyzed market trends and customer needs to identify and capitalize on sales opportunities
- Monitored team performance closely, providing actionable feedback and coaching to enhance sales effectiveness
- Championed cross-functional collaboration with marketing and product development teams to launch successful campaigns
- Managed relationships with market dealers, ensuring optimal product availability and distribution
- Led the pan-level retail dealer desk, facilitating seamless communication and support between retail dealers and internal sales teams
- Conducted in-depth market analysis and provided insights to guide strategic decision-making and drive revenue growth.
Senior Executive - Sales Operations
Quick Heal Technologies
06.2016 - 12.2018
- Managed end-to-end sales operations, including forecasting, CRM management, and sales portal optimization
- Aligned sales strategies with product offerings and promotional activities through effective coordination with marketing teams
- Leveraged data-driven insights to identify areas for improvement and implement corrective actions
- Conducted comprehensive training sessions for sales team members and market dealers to enhance product knowledge and sales techniques
- Designed and implemented sales incentive programs to motivate and reward high-performing sales representatives.
Renewal Executive
Quick Heal Technologies
09.2013 - 06.2018
- Managed end-to-end renewal process for contracts and subscriptions, including Quick Heal antivirus renewals, ensuring timely renewal to maintain client satisfaction and retention
- Built and maintained strong client relationships, serving as the main point of contact during the renewal process and addressing client inquiries and concerns
- Negotiated renewal terms and conditions with clients, collaborating with internal teams to finalize agreements
- Implemented dealer reminder system for their renewal clients, ensuring timely follow-up and proactive engagement, including Quick Heal antivirus renewals
- Leveraged online processes and tools to streamline the renewal process, improving efficiency and customer experience, particularly for Quick Heal antivirus renewals
- Forecasted renewal revenue, tracked renewal rates, and analyzed data to provide insights for decision-making
- Identified opportunities for upselling or cross-selling additional products or services during the renewal process, collaborating with sales teams to capitalize on them, including Quick Heal antivirus upgrades
- Maintained accurate records of client interactions, renewal agreements, and contract terms, ensuring compliance with company policies
- Developed and implemented strategies to improve customer retention rates, proactively addressing customer concerns to prevent churn
- Stayed updated on industry trends and best practices in renewal management, contributing to process improvements and renewal management strategies
- Collaborated with cross-functional teams to ensure a seamless renewal process, effectively communicating with internal stakeholders and clients throughout
- Acted as a customer advocate within the organization, representing the interests and needs of clients during the renewal process, including Quick Heal antivirus renewals.
Store Manager
MTS SSTL
03.2012 - 09.2013
- Directed all aspects of store operations, including sales, inventory management, and customer service
- Established and enforced store policies and procedures to optimize efficiency and customer satisfaction
- Provided comprehensive training and supervision to store staff, ensuring adherence to high-performance standards
- Analyzed sales and inventory data to identify trends and opportunities for improvement
- Coordinated with regional and corporate teams to implement effective marketing strategies and promotional campaigns.
Customer Relationship Officer
Airtel
02.2009 - 02.2012
- Provided exceptional customer service to Airtel subscribers, addressing inquiries, concerns, and complaints in walking company HO showroom
- Resolving any QRC on the spot with handle all prepaid postpaid CRM and other multi-system
- Assisted customers with account inquiries, billing issues, service disruptions, and technical support related to Airtel products and services
- Resolved customer issues promptly and effectively, demonstrating empathy, patience, and professionalism in all interactions
- Utilized Airtel's customer relationship management (CRM) system to log customer interactions, track issues, and follow up on resolutions
- Proactively identified opportunities to enhance the customer experience and provided feedback to management for process improvements
- Educated customers on Airtel's products, services, promotions, and self-service options, empowering them to make informed decisions and resolve simple issues independently
- Collaborated with cross-functional teams, including technical support, sales, and billing departments, to escalate complex issues and ensure timely resolution
- Handled escalated customer complaints and disputes with sensitivity and diplomacy, striving to find amicable solutions while adhering to company policies and procedures
- Participated in ongoing training and development programs to stay updated on Airtel's products, services, policies, and procedures, enhancing product knowledge and service delivery
- Maintained a positive and professional demeanor at all times, fostering a supportive and customer-centric work environment
- Upselling products.
Sales Field Executive
Airtel
12.2008 - 02.2009
- Conducted proactive field visits to promote Airtel products and services, effectively acquiring new customers and expanding the customer base
- Utilized innovative sales techniques to achieve and surpass sales targets, demonstrating product knowledge and expertise to potential customers
- Developed and maintained relationships with key stakeholders and influencers in the assigned territory to drive business growth and increase brand awareness
- Gathered market intelligence and customer feedback to inform sales and marketing strategies, identifying emerging trends and customer preferences
- Collaborated closely with internal teams, including sales support, marketing, and technical support, to address customer inquiries and ensure timely issue resolution
- Participated in regular sales meetings and training sessions to stay updated on Airtel's products, services, promotions, and sales techniques
- Prepared and submitted sales reports, including daily activity logs, sales forecasts, and competitive analysis, to management for review and strategic planning
- Implemented promotional activities and marketing campaigns in the assigned territory to increase brand visibility and drive sales growth
- Managed sales inventory and ensured product availability at retail outlets, coordinating with distribution partners and logistics teams as needed
- Upselling all products
- Demonstrated a high level of professionalism, integrity, and commitment to customer satisfaction in all interactions, representing the Airtel brand with excellence.
Education
MBA -
Sunrise University At Rajasthan
Skills
- Sales Operations Management
- Team Leadership and Management
- CRM (Customer Relationship Management) Systems
- Sales Forecasting and Analysis
- Sales Process Optimization
- Training and Development Programs
- Customer Relationship Building
- Problem-solving and Decision-making
- Revenue Generation Strategies
- Customer Service Excellence
- Multitasking and Stress Management
- Leadership in Change Management Initiatives
- Technology Proficiency (CRM Systems, MS Office Suite, etc)
- Networking and Relationship Building
- Vendor Management and Partnership Development
- Sales Operations
Ongoing Course
SQL and Power BI
Timeline
Relationship Manager
SHFA Finance
10.2023 - Current
Team Lead
Quick Heal Technoligies
06.2019 - 08.2023
Senior Executive - Sales Operations
Quick Heal Technologies
06.2016 - 12.2018
Renewal Executive
Quick Heal Technologies
09.2013 - 06.2018
Store Manager
MTS SSTL
03.2012 - 09.2013
Customer Relationship Officer
Airtel
02.2009 - 02.2012
Sales Field Executive
Airtel
12.2008 - 02.2009
MBA -
Sunrise University At Rajasthan