VANSHIKA SAINI
New Delhi
Summary
Dynamic Key Accounts Manager with a proven track record at ZOMATO MEDIA PVT. LTD., excelling in client relationship management and strategic sales initiatives. Leveraged strong problem-solving skills to enhance client satisfaction, achieving a remarkable 45% increase in customer satisfaction scores. A creative leader adept at fostering long-lasting partnerships and driving business growth.
Overview
11
11
years of professional experience
Work History
Key Accounts Manager
ZOMATO MEDIA PVT. LTD.
01.2017 - Current
- Client Relationship Management: Build and maintain strong, long-lasting relationships with key clients, including McDonald's and Stellar brands, through effective communication, timely follow-ups, and exceptional client service
- Sales and Business Development: Develop and implement strategic account plans tailored to the unique needs to achieve sales targets and expand the client base
- Identify new business opportunities, upsell and cross-sell products and services, and collaborate with internal teams to ensure successful delivery
Senior Quality Analyst
ZOMATO MEDIA PVT. LTD.
01.2017 - Current
- Quality Monitoring and Training: Conduct regular monitoring of customer interactions and provide constructive feedback and coaching to customer service representatives to enhance their performance and ensure high-quality customer interactions
- Implemented customer-centric strategies that increased the quality of chats, resulting in a 45% increase in customer satisfaction scores
- Reporting and Collaboration: Prepare and present detailed reports on quality performance, including key metrics, trends, and recommendations for improvement and work closely with other departments, such as Operations and Training, to implement quality improvement initiatives and ensure alignment with overall business goals
Senior Practitioner
CONCENTRIX (AMAZON PROCESS)
01.2016 - 01.2017
- Merchant Relationship Management: Assisted merchants with queries and service requests to ensure high satisfaction
- Responsibilities included documenting interactions, educating on products, maintaining compliance, and resolving issues via CRM
- Emphasized customer retention through proactive problem-solving and retention strategies
Associate
BHARTI AIRTEL
01.2015 - 01.2016
- Customer Department: Held a client-facing role where I worked extensively with Airtel's proprietary CRM tools
- My responsibilities included addressing customer queries, upselling high-value plans, and ensuring a positive customer experience
- Focused on leveraging CRM data to identify customer needs and provide tailored solutions, driving both customer satisfaction and revenue growth
Counsellor and Administrative Executive
Chaudhary Charan Singh Polytechnic
South Delhi
02.2014 - 12.2015
- Completed detailed documentation of subjects, assignments, and fee structure.
- Provided guidance and support to clients during career transitions and educational decision-making processes.
- Maintained accurate and up-to-date records of students' fee progress and semester plans.
- Provided supervision and mentorship to junior counselors and counseling interns.
- Responded promptly to customer complaints in a professional manner.
- Maintained positive working relationship with fellow staff and management.
- Ensured that all paperwork was completed accurately before submission deadlines.
- Developed spreadsheets to track project progress, budgets and other related data.
Education
BACHELOR DEGREE -
DELHI UNIVERSITY
01.2015
Skills
- Management Skills
- Client relationship management
- Customer service
- Problem solving
- Creativity
- Leadership
- Adaptability
- Multitasking
- Relationship management
Languages
- ENGLISH
- HINDI
Timeline
Key Accounts Manager
ZOMATO MEDIA PVT. LTD.
01.2017 - Current
Senior Quality Analyst
ZOMATO MEDIA PVT. LTD.
01.2017 - Current
Senior Practitioner
CONCENTRIX (AMAZON PROCESS)
01.2016 - 01.2017
Associate
BHARTI AIRTEL
01.2015 - 01.2016
Counsellor and Administrative Executive
Chaudhary Charan Singh Polytechnic
02.2014 - 12.2015
BACHELOR DEGREE -
DELHI UNIVERSITY
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