Vivek Pandey
Customer Relationship And Operations Specialist
Hyderabad,India
Summary
Results-driven with strong customer focus with an ability to work on data and strategic business planning. Demonstrated record of success in managing profitable operations and client retention. Specialize in meeting unique needs and working with people at all levels in organization
Overview
4
4
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Upgrade Manager, Owner and Tenant
Property Management Services
Hyderabad, Telangana
07.2020 - Current
- Acted as a profit maker by upselling renovation work and achieved 90% of revenue targets consecutively for 11 months.
- Achieved gross billing of 57,00,000 with an average margin of 20% per project and delivered gross revenue of 12,50,000 in a period of 14 months.
- Managed 3rd party vendors, conducted client meetings, and closed deals for newly onboarded properties and through online leads.
- Executed projects deadlines to make properties ready for tenant onboarding.
- Generated 5 Interior leads through boot camps inside gated communities with a gross margin of 3,50,000.
- Managed team of 2 civil engineers for property inspections and dealing with technical aspects of renovation projects.
Key Account Manager
OYO Hotels and Homes
Hyderabad, Telangana
01.2018 - 07.2019
- Managed client relations, accommodation requests and resolved escalations to ensure smooth stays and delivered 88% guest satisfaction.
- Achieved 100% revenue targets for 13 months, and extended 24/7 round the clock support during client check-in's and check-out's.
- Acquired 35+ Hotel partners under offline contract to meet demand of existing clients for accommodations and banquet hall requirements.
- Cross- sold banquet hall bookings, travel packages, up-sold room bookings, and VAS products.
- Conducted marketing campaigns in 7 corporate premises and achieved bookings for 82 room nights with a revenue of 1,20,000.
- Prepared credit usage statements and shared monthly savings report for continued trust and business growth of 5-7% month on month.
Customer Service Associate
Amazon India Pvt Ltd
Hyderabad, Telangana
08.2016 - 08.2017
- Assisted Domestic customers having pre-sales and order management queries through calls and emails.
- Ensured accurate resolution to customer issues with an average AHT of 1 minute 30 seconds.
- Followed up closed open cases to maintain a CSAT of more than 90% and achieved appreciation from 12 customer delight contacts.
- Worked closely with Transportation and billing team for perfect order experience and ontime refunds.
- Assisted US customers, as a part of 3 months project.
Education
B Tech -
Gandhi Institute of Engineering and
Technology
08.2012 - 07.2016
Skills
Customer Relationship Management
Strategic Planning
Revenue Growth
MS Excel
Additional Information
- Achieved 3,00,000 revenue (Owner and Tenant) in first month by introducing "Upgrade Services" as a separate revenue generating vertical and lead it from the front to achieve profits till date.
Accomplishments
- Awarded- Star of the month (OYO) for Jan'2019 for demonstrating 'Customer centric' approach by helping the clients 24/7 and delivering 96% guest satisfaction with maximum revenue extraction.
- Awarded- Virat Award (OYO) for March'2018 for generating business of 30,00,000 and achieving 167% revenue target.
- Awarded- Gold Performer (Amazon) for March'2017 for maintaining a CSAT of 96% with AHT of 1 minute 20 seconds and 4 customer delight contacts.
Timeline
Upgrade Manager, Owner and Tenant
Property Management Services
07.2020 - Current
Key Account Manager
OYO Hotels and Homes
01.2018 - 07.2019
Customer Service Associate
Amazon India Pvt Ltd
08.2016 - 08.2017
B Tech -
Gandhi Institute of Engineering and
Technology
08.2012 - 07.2016