VAISHALI BATRA

I Ied 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 & delivery monitoring, 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

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.

Beginned 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.