Travelling
Shivam Bali
Manager Customer Support Operations
BHIWADI
Summary
A dynamic and tenacious leader with a knack for strategic and analytical problem-solving. Currently, I’m Managing the customer support team at a thriving gaming startup, where I've dedicated over five years to the gaming industry's spearheaded the development of customer support process and built the team from the ground up.
I'm eager to join an organization that offers growth opportunities both professionally and personally, where I can fully leverage my skills and potential to achieve the company's objectives
Overview
13
13
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Customer Experience Manager
zupee
4 2019 - Current
- Develop and implement CRM strategies to enhance customer engagement and retention.
- Oversee the configuration, customization, and day-to-day operations of the CRM system.
- Analyze CRM data to identify trends, patterns, and opportunities for improvement.
- Collaborate with sales, marketing, and customer service teams to ensure seamless integration and alignment with CRM initiatives.
- Train and support staff on CRM processes and best practices.
- Manage CRM projects, including system upgrades, integrations, and new feature rollouts.
- Monitor CRM performance metrics and generate reports for senior management.
- Ensure data integrity and security within the CRM system.
- Optimize CRM workflows and processes to improve efficiency and effectiveness.
- Act as a liaison between the CRM vendor and the organization to resolve any technical issues.
- Drive continuous improvement initiatives within the CRM framework to enhance user experience.
- Develop and maintain documentation for CRM procedures and guidelines.
Senior Executive Inside Sales
Adda52.com
2016.11 - 2018.06
- Liaised with clients via email or phone to identify and
address needs, growing existing accounts through cross-
selling. - Cultivated productive relationships and maintained quality
communications with account contacts to maximize client
retention. - Set and exceeded inside sales goals by establishing
ambitious targets and motivating sales representatives. - Updated accounts and maintained long-term relationships
with clients - Coordinated activities and projects to plan sales
department operations and meet timelines. - Worked closely with other departments to promote products and marketing campaigns.
Travel Sales Consultant
Goibibo.com
2015.05 - 2016.10
- Asked open-ended questions to better ascertain client
needs and determine best Domestic travel offerings. - Responded to clients' questions, issues, and complaints and
found appropriate solutions when needed. - Organized memorable and exquisite travel itineraries and
vacations for high-level clients, celebrities, politicians, and
business executives. - Arranged travel accommodations for groups, couples,
executives and special needs clients. - Provided exemplary customer service to new and existing
clients, which helped build lasting relationships and secure
new travel assignments. - Carried out day-day-day duties accurately and efficiently.
Reservation Sales Agent
Hilton Shillim Estate Retreat and Spa
2013.06 - 2015.03
- Managed online booking inquiries and assisted guests and
travel partners with questions throughout entire booking
cycle. - Provided follow through on all calls with confirmations and
dissemination of requested information. - Informed clients of essential travel information, such as travel
times, transportation connections - Prepared customer invoices, accepted payments and
processed refund and cancellation requests. - Arranged for group hotel bookings in collaboration with sales
department for weddings and special events. - Answered incoming phone calls and developed friendly
rapport with callers while answering questions, making recommendations and leading conversations to bookings. - Maintained professional yet personable relationship with
employer by observing social boundaries and standards of
privacy and confidentiality.
Industrial Trainee
Leela Kempenski
2011.12 - 2012.06
Education
Bachelor in Hotel Management - Hotel And Motel Management
Amity University Rajasthan
Jaipur 2010.03 - 2013.05
Higher Secondary - Commerce
Modern Public School
Bhiwadi 2008.01 - 2010.12
Secondary - All Mandate Subjects
Presidency School
Bhiwadi 2007.01 - 2008.01
Skills
Employee training
Customer Relations
Leadership
Fraud & risk
Team building
Social media
Additional Information
- Open to learn new things by working on additional projects
other then the KRA - Handled many assignment with marketing team and my CEO
- Managed game testing team as well for some period of time
- Handled many celebrities and VIP guest in my hotel tenure's giving personalized Services
Interests
Photography
Timeline
Senior Executive Inside Sales
Adda52.com
2016.11 - 2018.06
Travel Sales Consultant
Goibibo.com
2015.05 - 2016.10
Reservation Sales Agent
Hilton Shillim Estate Retreat and Spa
2013.06 - 2015.03
Industrial Trainee
Leela Kempenski
2011.12 - 2012.06
Bachelor in Hotel Management - Hotel And Motel Management
Amity University Rajasthan
2010.03 - 2013.05
Higher Secondary - Commerce
Modern Public School
2008.01 - 2010.12
Secondary - All Mandate Subjects
Presidency School
2007.01 - 2008.01
Customer Experience Manager
zupee
4 2019 - Current