No.***, BEL Layout,
*th Cross, Vidyaranyapura,
OBJECTIVE: Seeking a career opportunity to utilize my knowledge and experience in field of business development, customer relations, and account management which allows me to put my competencies to the best use, to add value to the organization and contributes to my overall growth as an individual.
Customer care skills – Solutions oriented and results driven attitude.
Strive for success and growth.
Create and support client retention strategies for existing customer base and for new customers
Client Engagement ~ Sales ~ Customer Relationship Management
Offering an impressive experience of 10+ Years in delivering optimal results and business value
Competent and dynamic professional with rich and varied exposure to the entire gamut of activities involved customer servicing, space selling, relationship management, promotions, process management, operations and MIS Reporting with sound understanding of Telecom Domain.
Rich experience in handling critical and escalated customer issues within the defined SLAs; displayed credentials in streamlining customer services function by designing innovative service policies and strategies to generate high value propositions for the customers.
Possess the competence to create win-win relations through excellent negotiation and coordination skills with the clients and identify opportunities for accelerated growth.
A quick learner having experience in working in multi-cultural and diverse background, self motivated and team oriented and exhibits an honest work ethic with the ability to excel in fast-paced, time-sensitive environments.
Possessing valuable insights, keen analysis and team approach to implement best practices, adept at working in high pressure environments with strict deadlines and multiple deliverables.
Strong mentor with proven acumen in identifying the training requirements for the team members and conducting sessions for continual knowledge acquisition.
Areas of Expertise
Customer Servicing ~ Operations ~ Service Delivery & Process Excellence ~ Sales & Business Development
Reporting & Documentation ~ Knowledge Transfer ~ Cross-functional Coordination ~ Churn Management
Customer Satisfaction Index Enhancement ~ Promotions & Competition Analysis, collections
Professional Experience and Accomplishments
1) Designation : Sales and Service Engineer
Duration: Feb 15th 2017 – till now
Employers Name: Medex India Private Limited.,
Representing Bio medical equipments and implants for Stryker-Leibinger german products, eschmann uk products, MMM products germany, sterilizer, ot tables, surgery precision needles dieter, emergency ot lights and few more uk companies
2) Designation : Area Sales Manager(South
Karnataka including Bangalore
Duration: April 10th 2012 – January31st 2017
Employers Name: Dr.Cure Pharmaceutical
Dr.Cure PHARMA based in Bangalore is an, innovative, fast-growing healthcare company that is dedicated to improving patient health and the quality of human life.
Key Job Responsibilities:
Achieves the assigned sales objective for the territory
Effectively manages the formulary process to ensure product acceptance to assigned hospital accounts by establishing credibility with key hospital stakeholders, performing timely formulary review for products, expediting formulary acceptance of product, implementing effective plans for product pull-through, and organizing in-services to communicate appropriate approved product information to appropriate hospital personnel on all shifts
Attains the designated goals for calls on appropriate accounts and healthcare professionals. Communicates balanced, accurate, and complete information on OAPI products
Execute calls on pharmacists in order to provide product information and to ensure the availability of OAPI products in assigned accounts within the territory
Manages the territory in an efficient and orderly manner through effective business planning and implementation, ascribing to principles of key account prioritization/physicians
Coordinate appropriately and effectively with office-based representatives
Collaborates with managed markets team for formularies and product availability
Demonstrate consistent completion of all administrative requirements in a timely manner, including call reporting, budget management, log-ins, sample accounting, etc..
Operates the territory within the assigned expense budget
Completes all required training courses and continually updates product knowledge
Comply with all state and federal laws, regulations and guidelines including Pharma Code on Interactions with Healthcare Professionals as well as complying with all OAPI standards and policies relating to all job activities.
Completes all expense reporting activities within timelines and company guidelines
Understands and consistently applies Dr.Cure PHARMA corporate values and policies to everyday activities
Sales & Marketing:
Accomplished the company’s long-term and short-term sales objectives.
Organized events in collaboration with medical practitioners to spread awareness about maintaining proper health and hygiene.
Focused on expanding the customer list by promoting the pharmaceutical products.
Built successful business relationships with customers and healthcare partners.
Planned, directed and coordinated high valued projects within the company.
Performed intense research before launching the product promotion campaigns.
Aimed at finding opportunities to venture into new businesses on behalf of the company.
Other Key Achievements:
Carried out surveys with the help of private institutions to learn about the latest development in the field of medicine before the launching of a new pharmaceutical product.
Utilized the capabilities of reporting tools to achieve specific company goals.
Supported executives in working out the strategies for company’s maximum benefit.
Kept record of the up-to-date clinical data provided by the company and discussed them with the medical practitioners.
Appreciation: Appreciation Award – Projects for the year 2013-14
2) Designation : L2 Executive Escalations
Duration: (27th June 2011- 8th February 2012):
Employers Name: ADITYA BIRLA
Handling escalated calls of Cricket Telecom US PROCESS(TECHNICAL) and troubleshooting technical issues concerned cricket telecom customers.
3) Designation : Senior Customer Associate
Duration: (1st May 2010-16th March 2011)
Employers Name: HSBC Electronic Data Processing
Handled inbound calls hsbc premium saving bank customers
(4) Designation : TEAM LEADER
Duration: (14TH JULY – APRIL 30TH 2010)
Employers Name: Reliance Bpo
Private Limited, Mumbai support
Nodal officer ; ~ 2 Years(Mobility & Enterprise Complaint Management)
Competently handling and resolving all the customer complaints, and mails addressing Chairman’s Unit regarding network issues, billing issues, technical issues, raised by the customer through Letter, Contact Center Mails, and Webworld Helpdesk, Handling Caf team verification process for both the product indirectly supporting the sales team for the documentation process of preparing the back office mailing of feasibility, order management helping webword associates with requisite process and giving requisite training in clarify, iccm for login and sap order entries etc.
Ensuring appropriate training to requisite staff for customer care etiquettes in Bangalore pertaining to the of various software used in quick resolution of issues like Clarify, Simplify, ICCM, I CARE .,
Deftly monitoring all customer care related cases and ensuring successful closure of all the complaints within the agreed Service Level Agreement (SLAs)
Associated as LMS Test Coordinator for the circle and conducting Product Knowledge Test - LMS Test for entire circle every 15 days.
Training imparted to Karnataka circle employees in various crm tools like clarify, iccm, sap fico, mm, sd end user, ms office, lotus end user usage, personality training.
Successfully executing activities for maintaining the Id’s as Id Management Coordinator for circle.
Involved in preparing daily and monthly MIS for all the cases of circle highlighting the details of pending & closed issues, billing disputes, chairman’s office cases, network cases, churn cases
Managing Soft Billing Collection Team in D.A.K.C, Network Team, customer retention, complaint management services across India for Reliance Mobile, Reliance Fixed Wireless Phone, Data Card, Broadband, and 93 Migration Campaign.
Handled mail complaints addressed to Mr.Anil Dhirubhai Ambani and prepared MIS reports highlighting the case status, CSAT and Quality Checks to assess customer satisfaction to the utmost.
-Achieved 85% of reversion within 6hrs, 97% the complaints resolved within 24 hrs.
Achieved 98% of complaints resolved within 24 hours with a letter sent to the customer.
As Coordinator for Id’s (Clarify Id’s), successfully created & re-activated requests for different id’s like clarify, simplify iccm, access, new creation of id’s, activation, deactivation, different accesses
Coordinate with LMS Test Coordinator for circle and ensured conducting LMS Test with maximum attendance and score for the circle.
Creation of various purchase orders for customer care department using sap and release of purchase orders a1,a3,a5 releases and passing and checking the invoices entries of bills pertaining to customer care department like cab bills, administration bills, preparation of mis and giving estimation of the budget required for a month by booking by passing purchase requisition or pr entries and consolidation of the vendors invoice bills entered in sap fico with the mis prepared on excel and checking for accuracy, renewal of customer care vendor agreement based on the quotation of 5 open tenders and inviting the lowest bidder through open bidding and blacklisting of the vendors based on service provided by them and passing all the bills based on the purchase order and company policy rates and checking gl posting done in sap fico for customer care department, FTR SAMPLING, handling payment of all the customer care bills through sap fico and additional responsibility assigned was clearance gsm and cdma tower owner payment on a monthly basis 2500 accounts(Account Payable) and booking this payments on different gl’s based on instruction from customer care head.
CRM ( COMPLAINT MANAGEMENT ACTIVITIES) NaviMumbai DAKC - 5 yrs.
Handled a team of 25 members.
Successfully handled the escalated network, billing and other service related issues and ensured immediate intervention and complete resolution within the SLA.
Motivated and trained the team members to perform effectively and thus successfully retained 85% of the customers for both voluntary and involuntary churn cases
Ensured soft collections at contact center Mumbai headquarters both corporate and individual customers and help achieving the targets and field visits to various collection agencies deputed with the collection activities and motivating and supporting them in collection activity (Dunning period- 50- 90 days period) for 4 years at “Dhirubhai Ambani Knowledge city(D.A.K.C)” reliance Mumbai headquarters and ensured target achievement.
Preparation of MIS weekly collection report and uploading the dump directly from DSS site dump and clarify dump.
Having complete knowledge of the telecom contact center day today operations and metrics worked with for both inbound reliance mobile, broadband, netconnect, wireless fidelity products (wifi), billing specialist desk etc., and outbound contact center, quality team and process development, new campaign drives for launch of products.
Appreciation: Appreciation Award – Projects for the year 2009-10
India Today., (1st Jun 2002 – 9thJuly2003)
Company Sales Executive (Space selling for both Corporate & Individual Sales and collections)
Handled customer issues promptly and ensured successful retention of the existing customer
Ensured sales revenue both new and existing customers for the company
Identified new customers as well as generated business from existing customer as well.
Facilitated the customers giving advertisement in print media, internet through various search engines like Google, AltaVista etc.
Recommended innovative advertising methods, logos, slogan, designs to ensure that the advertisers get the maximum mileage from the competitors.
Communicated with the customers regularly and provided adequate information regarding national advertisement subscription covered all over India and internet.
Ensured timely collection of full & final advertisement fees from the various advertisers.(Both corporate and individual advertisers(hardcore and direct collection from customer’s premises).
BHARATH ELECTRONICS LIMITED(BANGALORE COMPLEX-1999-2000)
Worked as a “Technical Trainee” for Two and half years in Semi-conductor, Electronic Voting machine, and Solar Cell Departments.
Six sigma green belt certified professional from (INDIAN INSTITUTE OF MANAGEMENT, BANGALORE(IIMB)
B.Com Graduate, Bangalore University.(Seshadripuram College).
MBA(Marketing distance 2years) from Udaipur university.
Diploma equi (Electronics and telecommunications)
Higher diploma in (Management Information System from Niit.
Project on Customer Relationship Management (CRM and ECRM)(UAE)
Date of Birth : 13th Oct 1974
Languages : English, Kannada, Hindi, Tamil, Malayalam, Marathi,Telugu
Passport No. : A8941768