Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Implements strategic and tactical marketing campaigns to drive engagement and sales. Bringing solid history of success in boosting program operations efficiency, conversion rates and performance. Well-versed in both online and traditional marketing approaches.
Hi, I’m
Vikas Rana
Customer Service
Bangalore
Summary
Overview
8
years of professional experience
6
years of post-secondary education
6
Certifications
6
Languages
Work History
VrikahBENGALURU
Customer Service Manager
08.2022 - Current
Job overview
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Took ownership of customer issues and followed problems through to resolution.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
MultiFit IndiaBangalore
Club Manager
03.2019 - 08.2023
Job overview
- Planned, organized, and coordinated special events and celebrations.
- Recruited, hired, and trained to develop high-performing staff.
- Raised club traffic and brand reach with innovative online promotions.
- Increased staff performance and engagement via motivational leadership.
- Used remote diagnostic tools to identify sources of certain customer issues.
- Promoted purchase of service contracts and warranties by detailing benefits of each to customers.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Resolved billing inquiries and disputes in timely fashion.
- Provided client assessments to assess health goals.
- Led classes of 300+ people in dynamic Cult classes, supporting open and non-judgemental exercise environment.
- Assisted call-in customers with questions and orders.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Cross-trained and backed up other customer service managers.
Concentrix DakshBangalore
Customer Support Advisor
01.2018 - 02.2019
Job overview
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Researched and identified solutions to technical problems.
- Utilized analytics and site metrics to determine areas of improvement.
- Edited and sourced images and videos using YRT and P-Check.
- Assisted in creating and implementing user-friendly and SEO-driven content guidelines.
- Managed content distribution to online channels and social media platforms.
- Collaborated with designers and developers to deliver on-brand content in alignment with brand vision.
- Used YouTube back-end's content management system to analyze user engagement and website traffic metrics.
- Conducted regular content audits to identify gaps and redundancies of content.
- Developed and managed content calendar to meet deadlines and engagement goals.
- Curated content across social media platforms, leveraging algorithm strategies to increase engagement.
- Researched topics to create accurate and engaging content.
- Conducted editorial meetings with staff members to collaborate and review proposed publication suggestions.
- Utilized SEO techniques to optimize content for search engine rankings.
- Proofread, edited and evaluated final copy to verify content aligned with established guidelines.
- Edited and reviewed content for grammar, spelling and punctuation.
- Delegated and tracked each staff member's assignments and deadlines.
- Developed and maintained editorial standards for content.
F1 Interop SolutionsBangalore
Customer Service Representative
08.2015 - 01.2018
Job overview
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Initiated communications with sales leads via phone call and electronic mediums, providing information on promotions and approved special offers.
- Created and processed orders and reviewed pending orders to verify adherence to fulfillment schedule.
- Negotiated contracts and closed sales with new and existing clients.
- Boosted revenue by bringing in and cementing relationships with new clients and optimizing servicing of existing customer accounts.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
Education
SAITBengaluru
Bachelor of Engineering from Computer Science
09.2011 - 06.2015
University Overview
Kendriya Vidyalaya MEG & CenterBengaluru, India
High School Diploma
04.2010 - 04.2011
University Overview
Kendriya Vidyalaya No.1Udhampur, Jammu & Kashmir
High School
04.2008 - 04.2009
University Overview
Skills
Customer Relationship Management Software (CRM)
undefinedAccomplishments
Accomplishments
- Won best employee award in 2018.
- Won Best Employee award in 2020.
- Drove record-high sales that elevated MultiFit's ranking in the company from #12 to #3.
- National Medalist : Athletics
Sports Captain : KV MEG & Center
5 Times Karnataka State champion : Boxing
Best Combat Coach : Cult.Fit, Karnataka. - Reduced customer service staff turnover by 20%.
- Earned “Friendliest Customer Service Agent” award for all of 2016.
Certification
Digital Marketing
Timeline
Karnata State Boxing Champion
12-2023
Content Management - HubSpot
01-2023
SMM - HubSpot
09-2022
Customer Service Manager
Vrikah
08.2022 - Current
Club Manager
MultiFit India
03.2019 - 08.2023
Customer Service Management —American Public Power Association
02-2019
Quality Analyst
07-2018
Customer Support Advisor
Concentrix Daksh
01.2018 - 02.2019
Digital Marketing
09-2017
Customer Service Representative
F1 Interop Solutions
08.2015 - 01.2018
SAIT
Bachelor of Engineering from Computer Science
09.2011 - 06.2015
Kendriya Vidyalaya MEG & Center
High School Diploma
04.2010 - 04.2011
Kendriya Vidyalaya No.1
High School
04.2008 - 04.2009
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