ALTAF SHAIKH

Manager – CRM

+91-982*******

ac5iqy@r.postjobfree.com

Client Servicing / Key Account Management / Client Relationship Management / Operations

Industry Preference: Any

Location Preference: Mumbai

Core Competencies

Customer Relationship Management

Customer Engagement

Client Servicing

Cross-selling & Upselling

Liaison & Coordination

Product Training & Query Resolution

Team Management

Process Improvement

Soft Skills

Profile Summary

Offering over 8 years of experience in client servicing, client relationship, key account management and Operations

Skilled in providing information about products with their features and benefits to clients

Created and maintained effective relationships and loyalty with clients through personal interactions

Expertise in identifying customer base, enhancing customer experience, building rapport with customers to ensure profitable operations

Proficient at providing value added customer service by resolving customer issues and ensuring customer satisfaction with the product & the service norms

Exposure in interacting with key influencers among clients for ascertaining requirements, making presentations and delivering need based product solutions

Fostered a dynamic environment that allows development opportunities and motivates high performance amongst team members; imparted on-job training to subordinates to accomplish greater operational efficiency

Excellent communication & decision-making skills that have been put to use in effectively resolving problems and promoting a positive work environment

Career Timeline

Jan 2015 till date: Elixia Tech Solutions Ltd., Vidhyavihar as AM-Senior Customer Relationship Manager

Sep 2014 to Dec 2014: DB Realty, Goregaon as Assistant Manager-CRM

Jan 2012 to Sep 2014: Loop Mobile India Ltd., Matunga as Customer Relation

Ship Manager

Dec 2009 to Nov 2011: Sparsh BPO Service Limited., Goregaon as Customer Service Associate

Academic Details

TYB.com from DR C V Raman University in 2014

12th from Habib College of Commerce & Economics, Masjid in 2009

10th from Guru Nanak High School, Dadar in 2007

IT Skills

MS Office Suite (Word, Excel, PowerPoint)

Microsoft Project and SharePoint

Work Experience

Jan 2015 till date: Elixia Tech Solutions Ltd., Vidyavihar as Senior Customer Relationship Manager

Responsibilities:

Handling retention for the HNI base and maintaining revenue

Team of 3 Relationship Managers, who cater to high net worth accounts (Platinum) of organization.

Having an additional team of Operation Executives to maintain hardware inventory & day to day interaction with field engineers to get the daily assigned task executed with 100% compliance.

Achieving the least churn at 0.09% for HNI customers and maintaining collection targets at 99.50%.

Maintaining the C-SAT AT 85% for All customers

Involved in organizing engagement programs and events for customers to enhance customer delight.

Acting as SPOC for information on business relationship related matters

Mapping client’s requirements and implementing processes aligned to their requirements; maintaining relationships with customers to achieve repeat and referral business

Improving customer service experience, creating engaged customers and facilitating organic growth

Understanding new requirement of the clients and coordinating with other departments accordingly

Coordinating with Operational & Technical Department

Following up with the client related to payment issue and vehicles availability for routine check-up

Investigating and providing resolution to customers' complex problems, passed on by Customer Service Assistants

Planning projects and activities in line with business requirements

Attending and contributing in sales meetings; answering product related queries from customers

Creating cross-sell and upsell opportunities

Dealing with the client requirement related to any new enhancement in the system

Training clients for use of Elixia Speed Web Portal & Mobile App

Providing training on new products and their Maintenance Module and Elixia Trace

Previous Experience

Sep 2014 to Dec 2014: DB Realty, Goregaon as Assistant Manager-CRM

Responsibilities:

Monitoring CRM Executives.

Care taking of Client Quires

Timely payment collections to achieve collection targets.

Effectively manage large amounts of incoming calls & email

Handle complaints provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

Communicating Clients in regards to the Demand, Reminder etc. via SMS & Email.

Previous Experience

Jan 2012 to Sep 2014: Loop Mobile India Ltd., Matunga as Customer Relationship Manager

Roles and Responsibilities while handling Corporate Clients:

One point of Contact for a subscriber on a case-to-case basis dealing in situations relating to service, enquiry & complaints

Initiating field visits to resolve complex billing queries (International roaming usage, Bill Disputes), network issues etc.

Minimizing churn by offering retention plans

Organizing event for subscribers such as Movies, Navratri celebrations etc. to improve relationship building

Carrying out discussion forums with corporate clients to understand usage patterns and provide need based billing solutions

Inter- departmental coordination in order to resolve customer complaints within Turn Around Time.

Roles and Responsibilities while handling SME Clients:

Care taking of SME account companies.

Looking into Increasing Relationship and reducing Churn count

Initiating field visits to resolve complex billing queries (International roaming usage, Bill Disputes), network issues etc.

Increasing Revenue by providing additional services like VAS’s, Packs, etc.

Timely payment collections to achieve collection targets.

Previous Experience

Dec 2009 to Nov 2011: Sparsh BPO Service Ltd., Goregaon as Customer Service Associate.

Responsibilities

Answer phone calls from clients.

Ensure customer satisfaction and an enjoyable experience

Take and process customers’ orders

Prepare customers correspondences

Communicate with customers

Resolves minor customer complaints

Provide updates on customer documentation

Provide advice to clients

Verify customer’s complaints and provide solution

Assists clients in their choice of product/service

Provide necessary information about products and service

Keeps records of inquiries by documenting into appropriate account

Build and maintain good relationship with customers

Personal Details

Date of Birth: 27th May 1991

Languages Known: English, Hindi & Marathi

Address: Roon No-12, Jumman Khan Chawl, Rahat Nagar, Sewree Cross Road Wadala, Mumbai- 400031, Maharashtra

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