Vaishali Batra

led the human resources and customer relationship management functions. I oversaw:
• Development and Effective Implementation of policies and procedures for HR, CRM and other administrative functions.
• Recruitment & cross functional collaboration & engagements for productive closures.
• Middle & Junior management personnel recruitment.
• Manage on-boarding & training, Employee Relations,
• Regulatory Compliance.
• Led a team of HR professionals to successfully implement major HR initiatives
• Rolled out various dashboards on performance & deliverymonitoring, HR & ER compliance & red flagging for non-compliance etc.
• Led the team of CRM Professionals & initiatives to enhance customer satisfaction.
• Complaint Management and Back-end Operations Management.
• Lost sale analysis
• Escalation management.
• CRM Process Audit, Outbound Operations and Lead Management
• HR and CRM Personnel Management

• Self-employed / Freelance | Jan 2015 – Dec 2019
• Took planned time away from full-time employment to care for young children.
• Stayed professionally engaged through remote recruitment support for small businesses.
• Managed end-to-end candidate screening, resume reviews, and interview coordination on a part-time basis.

I served as the Group Head for Human Resources & CRM. I led HR and CRM initiatives, collaborated with cross-functional teams, and implemented strategies to improve employee engagement and customer satisfaction.

Began with the organization as CRM executive. I led:
• Outbound Operations and Lead Management.
• Channelizing leads from various touch points to the stakeholder business verticals.
• Leads conversion.
• Supervised outbound quality team to ensure proper quality checks are in place.
• Co-ordination for on-field support, discussion with on field sales team, allocation & tracking.
• Lost sale analysis.
• Complaint Management and Back-end Operations Management. Resolving crucial and pending complaints at the branch level, acting as an interface between the customer and the workshops.
• Escalation management.
• Conducting call monitoring for quality control and ensuring that the quality and service parameters are met at all levels.
• Root Cause Analysis of complaints after feedback is received and then form moving trends and forwarding it to concerned department for corrective measures.

Actively drive Complaint Management Process to bring all verticals on a common platform to identify individual problem areas.
• Conducted end to end process audit of sales & service verticals. Identification of improvement areas.
• Counter, Corrective & replacement measures post discussion with stakeholders.