SHIVANI KULKARNI
Mumbai
Summary
Results-driven Sales & Customer Experience professional with over 10 years of success in telesales, e-commerce, and customer service. Skilled at leading teams, implementing CRM solutions, and driving revenue growth while delivering exceptional customer satisfaction. Proficient in Salesforce CRM, vendor management, and cross-functional collaboration. Passionate about coaching teams and optimizing sales strategies.
Overview
16
16
years of professional experience
Work History
Senior Tele Sales & Customer Experience Executive
ORRA Fine Jewellery
07.2024 - 04.2025
- Led and managed a team of 10 Tele Sales Executives, setting daily/weekly targets and ensuring consistent achievement of sales KPIs.
- Supervised end-to-end tele sales operations, including scripting, lead management, and performance tracking, ensuring alignment with brand voice and customer satisfaction standards.
- Played a key role in the implementation of Salesforce CRM, including requirement gathering, user training, and workflow optimization to streamline sales processes and improve lead tracking.
- Oversaw the transition of calling operations to Ozonetel, ensuring smooth integration, minimal downtime, and improved call efficiency.
- Conducted vendor management and negotiation with external partners for CRM, dialer services, and other tech solutions, securing cost-effective and performance-driven outcomes.
- Worked closely with cross-functional teams to identify CRM needs, customized workflows, and supported CRM administration for tele sales tasks.
- Resolved escalated customer concerns and provided tailored solutions, significantly improving customer experience and retention.
- Delivered regular performance reports to senior management and recommended strategic improvements for sales growth and operational efficiency.
- Trained, coached, and mentored team members to enhance their product knowledge, objection-handling skills, and closing techniques.
Online Sales Specialist
CaratLane
Mumbai
02.2022 - 06.2024
- Managed global online sales and customer service through live video sessions, achieving a 30% increase in sales within 12 months.
- Improved customer satisfaction scores by 100% through personalized product recommendations and attentive service.
- Coordinated internal teams including logistics and Made-to-Order departments to exceed delivery timelines and customer expectations.
- Boosted customer retention by 20% by maintaining high service quality and proactive follow-ups.
Small Business Owner
My Spoon Of Spices
Mumbai
01.2016 - 01.2022
- Operated premium chocolate business catering to festivals and weddings in Mumbai suburbs.
- Managed home chef startup providing pre-ordered catering for private events.
- Trained over 20 women in launching home businesses to enhance financial independence.
- Oversaw daily operations, focusing on customer service and financial management.
- Established strategic partnerships with related businesses to drive mutual growth.
- Engaged in local community activities to boost brand visibility and reputation.
- Monitored customer feedback, implementing changes based on insights received.
Sr. Customer Sales & Service Agent
Emirates
Mumbai
11.2010 - 07.2014
- Handled reservations, ticketing, and VIP customer service for Emirates Skywards Gold and Platinum members.
- Managed 60+ customer interactions daily through calls, emails, and faxes.
- Collaborated with various departments to resolve escalated customer issues and improve operational efficiency.
Customer Service Associate
Wipro BPS (Singapore Airlines)
Mumbai
01.2009 - 01.2010
- Managed reservations and ticketing for Australia & New Zealand markets, handling 35+ daily customer contacts.
- Resolved complaints and promoted frequent flyer programs to enhance brand loyalty.
Education
Higher Diploma - Hospitality Management
01.2010
BBA - Hotel & Tourism Management
Skills
- Sales Leadership & Team Management
- CRM Implementation & Optimization (Salesforce, Ozonetel)
- Customer Relationship & Retention
- Vendor & Stakeholder Management
- Cross-functional Collaboration
- Communication & Conflict Resolution
- Training & Mentorship
Languages
English, Hindi, Marathi
Hobbies and Interests
Painting, Cooking, Mentorship & Community Development
Accomplishments
- Recognized for outstanding customer service and quality scores at CaratLane and Emirates.
- Completed Special Assistance Training (SAT) for emergency airport situations.
- Trained 20+ women in entrepreneurship and small business development.
Timeline
Senior Tele Sales & Customer Experience Executive - ORRA Fine Jewellery
07.2024 - 04.2025
Online Sales Specialist - CaratLane
02.2022 - 06.2024
Small Business Owner - My Spoon Of Spices
01.2016 - 01.2022
Sr. Customer Sales & Service Agent - Emirates
11.2010 - 07.2014
Customer Service Associate - Wipro BPS (Singapore Airlines)
01.2009 - 01.2010
Kohinoor-IMI - Higher Diploma, Hospitality Management
YCMOU - BBA, Hotel & Tourism Management
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