Kiran Uttam Jha
Consultant
Pune
Summary
Experienced and enthusiastic Consultant with track record of success across wide range of industries. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of operations, strategy and finance. My innovative strategies and client relationship mastery have consistently secured a Net Promoter Score above 95%, demonstrating my ability to drive business growth and team development effectively.
Overview
15
15
years of professional experience
4
4
Languages
Work History
Consultant
ADP
04.2022 - Current
- manage team of professional subject matter experts too drive process quality and enhance SOPs.
- Liaised with clients, management, and sales team to better understand client needs and recommend appropriate solutions.
- Managed client relationships through regular check-ins and updates on project progress.
- Delivered best in class client experience to clients that resulted in +95 Net promoter score consistently.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Developed innovative strategies for clients, resulting in increased revenue and business growth.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Delivered high-quality presentations to stakeholders, effectively communicating project objectives and results.
- Streamlined internal processes to enhance team efficiency and improve overall project outcomes.
- Analyzed data sets to identify trends and opportunities for process improvements.
- Designed tailored training programs for new hires within the team.
- Established best practices for project management within client organizations, leading to more predictable and successful outcomes.
Account Manager
ADP
04.2020 - 03.2022
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Developed customized account plans for clients to help them achieve their business goals.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Improved overall team productivity by implementing best practices in organization and time management.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
Subject Matter Expert
ADP
06.2017 - 03.2020
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Lead multiple business enhance project successfully like IVR support, chat bot, Designed email support for US legal agencies, refund processing.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
- Enhanced client relationships by delivering tailored advice and demonstrating in-depth product knowledge.
Sr. Customer Service Representative
ADP
01.2016 - 05.2017
- Mentored junior team members, contributing to their professional development and overall team success.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Established strong rapport with clients, fostering long-term relationships and repeat business. Secured best in class NPS.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
- Engaged clients in person and over phone to answer questions and address complaints.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Reduced call wait times by implementing effective time management techniques within the team.
- Enhanced client satisfaction by promptly addressing and resolving complex inquiries and complaints.
Client Relation Advisor
3 Global Services
12.2011 - 04.2014
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty. Consequently Managed best in class NPS consistently.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Developed strong relationships with clients through regular communication and excellent customer service.
- Spearheaded sustainability initiative within investment portfolios, aligning client values with their financial goals.
- Enhanced team productivity with introduction of streamlined processes for client assessments and follow-ups.
- Managed Incoming calls from the client to and addressed there queries effectively.
Customer Care Executive
IBM
07.2010 - 12.2011
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced customer complaints with proactive issue identification and resolution strategies.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Took ownership of customers issues to follow problems through to resolution.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Contributed to company growth by retaining valuable clients through effective communication and problem-solving skills.
- Streamlined customer support processes for improved call handling times and resolutions.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Served as a key point of contact for escalated issues, diffusing tension and ensuring prompt resolution.
- Collaborated with cross-functional teams to address complex customer concerns and provide comprehensive solutions.
- Ensured accurate record-keeping by diligently documenting all interactions within internal CRM platforms.
- Implemented feedback-driven improvements for an enhanced overall customer experience.
Education
Bachelor of Commerce - Commerce
Sikkim Manipal University
Pune, India 04.2001 -
Skills
Problem-solving
Time management
Team collaboration
Client relationships
Team leadership & development
Decision-making
Project management
Timeline
Consultant
ADP
04.2022 - Current
Account Manager
ADP
04.2020 - 03.2022
Subject Matter Expert
ADP
06.2017 - 03.2020
Sr. Customer Service Representative
ADP
01.2016 - 05.2017
Client Relation Advisor
3 Global Services
12.2011 - 04.2014
Customer Care Executive
IBM
07.2010 - 12.2011
Bachelor of Commerce - Commerce
Sikkim Manipal University
04.2001 -
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