Customer Service Sales

SUJATHA CHADALAWADA

Cell: +91-990******* Email: *******@**********.***, ************@*****.**.** Location: Hyderabad, Telangana

Result oriented professional with 12+ years of expertise to plan, schedule, track and manage overall execution & effective management of metrics such as effort, schedule, product & process quality for sales augmentation aspire to crave my career as a Sales/Business Development -Operations & CRM for optimal utilization of skills. Also With hands on experience in recruitment, Operations, BD, Administration Area, Training, CRM, Employee relations.

Trained on Leadership Enhancement and Achievement Programme

Y Analysis and Identifying & Categorizing of M1, M2, M3 M4 of the employees/staff skill sets. Training & Coaching.

Trained on metrics like efficiency, effort, cost control & manpower optimization

Executive Summary

Expertise in customer interaction and executing plans that fuel progressive change across service delivery and client accounts in demanding and pressurized operation environments

Proven exposure in steering business goals involving cost optimization, tactical planning, implementing strategies to enhance productivity, quality and revenue

Leading by example in deadline driven environment, delivering leadership in building high performance teams and fostering teamwork and collaboration towards achieving team goals

Practicing Six Sigma/Lean methodologies leveraging Project Management skills

Driven by Results, an effective communicator with strong interpersonal, decision making and complex problem solving capabilities

Professional Experience

Mobiquest Mobile Technologies Hyderabad, Telangana

Manager – CRM (Feb ’18 – Aug’18)

Customer Relationship Management & Support - For Apollo Group, Hyderabad.

Client on boarding – Go Live Process

Loyalty Program Management

Loyalty / Campaign architecture and Management

Client Meetings / Presentations

Account Growth & CRM

Accompany Sales / Senior Management for Sales Meetings

Business Unit Management / Revenue accountability as allocated -

Proposals and Documentation Customer Business Ideation, Concept Selling

Loyalty Analytics to drive customer growth Campaign / Promotion ideation across Channels, Client troubleshooting / Helpdesk / Liaoning to ensure seamless delivery / program management

Events, Conferences and Business Interaction Daily work allocation & reporting with daily

email status updates

Internet Research

Online Lead generation using Google Adwords

KAYA Skin Clinic Ltd Hyderabad, Telangana

Clinic Manager & Customer Service Head (Nov’14 – Dec’17)

Responsible for Store P&L

Front end Direct Sales & Customer Service Contact

Cost Control

Controlling COGS resulting in Positive NR

Customer Retention, Lead & Referral Generation

Responsible for Direct Top Line Growth & Same Store Growth.

People Management

Inventory Management

HSBC HDPI (UK Banking Support Hyderabad, Telangana

Customer Support (CSE) : Personal Banking UK (Mar ’13 – Mar ’14)

Key Profile: Operate as a strategic driver for operational excellence within the organization

Drive KPIs for various teams from Ops, finance, SCM, HR, facilities, training, analytics, process excellence and customer service ensuring the deliverables are met

Ensure achievement of tickets closures, stocks and financial requirements are fulfilled facilitating actions to correct any adverse variances for Retail and Onsite operating models

Maintain standards for operations, as a source of documentation, guidance and metrics controller on the practice of performance, increasing efficiencies and profits within various delivery models

Develop Standard Operating Procedures and encourage/enforce the use to achieve process excellence – Successfully conceptualized and developed SOP for Retail Delivery Model

Additionally responsible as Program Manager for driving multiple projects planned for meeting organization’s strategic objectives for FY’17

Croma - TATA Ent. in Electronic retail Hyderabad, Telangana

Asst. Department Manager (Sep’ 10 –Jan’13)

Responsible for Store opening Procedure

Maintain and adhere to all policies and procedures.

Maintain, train and ensure proper execution of visual and merchandising standards and highlight the offers and promotions on the shop floor.

Meet sales goals daily, monthly, and annually by analyzing key operational metrics and creating action plans.

Preparing Sales tracker & Achievement comparison graph.

Staff briefing and performance analysis on the basis of their sales and target achieved

Proper Stock Inwards & Checking on Inventory on regular basis to ensure control over shrinkage

Coordinating with the buyer for the offers and implementing them by communicating the same to entire team

Create a positive and impactful customer experience.

Customer service through proper coordination between the service company and the customer.

Create a positive work environment through inspiring, motivating, and recognizing individuals and teams

Ensuring smooth functioning of the store in terms of SOP, Sales and Customer service

Talwalkars Pantaloon fitness Pvt. Ltd.(Bangalore

Designation: Unit Manager ( sales / operations ) (Jan 2010 – Sep 2010)

Talwalkars Better Value fitness Pvt. Ltd.(Sec’bad)

Designation: Assistant Manager (Mar 2006 – Dec 2009)

Talwalkars Health chain(Chennai)

Designation: Personal trainer (Mar 2002 – Apr 2003)

Responsibilities within the roles of Operations/BD/Customer Relation

Responsible for entire Unit Operations

Preparing Marketing Strategies to capture the local catchments areas

Preparing sales strategies for the team and achieve target on TAT

Smooth & profitable functioning of the Unit.

Store interventions based on different observations for continuous improvement at store level like cleanliness, Customer Service and telephone etiquette, announcements, time management, controlling negative wastage, customer interaction skills, suggestive selling, handling complaints.

Conduct on the job coaching for the staff and managers for performance enhancement.

Get Corporate tie ups and Business development through Leads

Brand positioning and business development with operational TAT is the key with relationship building with customers increasing sales and retaining customers. Responsible for uplifting company brand and to increase profitability by achieving company targets.

Handling general administration and overall operations of the branch and ensure proper, profitable, and smooth functioning of the center.

Responsible for complete Branch maintenance, & also responsible for day to day operations (Including Expenses and effective cost cutting).

Contributing to the achievement of company targets and Revenue generation through effective planning and optimizing results through effective execution.

Ensure good Customer Service

Recruitment of staff and training.

Monitoring the overall Induction, Joining formalities & Settlement Process

Coordinating & Assisting Statutory areas & Payroll

Monitoring payroll and designing CTC with break-up of Gross salary

Preparing summery of new joiners and resigned employees.

Had organized & conducted Cultural events for promotions and recreation, cross promotion activities and health camps.

Achievements:

Received appreciation for achieving Branch/store targets consecutively for 4yrs in Talwalkars.

Received Appreciation twice for maximum retention of the customers

Recognized for starting up employee comprehensive training program with in the store to improve productivity.

Appreciation for marketing initiatives taken at Kaya for the New Store

Extra-Curricular Activities:

Certified Health and Fitness Trainers Certification from Academy One (Training Division of Fitness One).

Coached the School sports teams of KV Afs, Chennai in Stamina building, Kho – Kho & Athletics

Represented Hyderabad Central Univ. in Youth Festival in year 2000.

Represented Universities in softball, yr 1996 (Osmania University)

Academics

M.A. in TRANSLATION (FUNCTIONAL HINDI), Humanities dept. Hyderabad Central University, 1999-2001 ( 64% )

B.A. in MODERN LANGUAGE (ENGLISH), HISTORY AND FUNCTIONAL HINDI. Humanities dept. OU, Women’s College, 1996-1999 ( 75% )

Professional Development

Pursuing Six Sigma Lean Green belt

HR House :

oCompleted Practical Oriented Work shop covering –

oCore HR Domain Areas, Manpower Planning, Recruitment Process Training & Development, Policy Implementation, Compensation & Benefits.

MIS Reports & Advanced Excel Reports, PMS & GD, SWOT Analysis

Competency Mapping, ER Management.

Technical Skills: MS Office (Word, Excel & PowerPoint) and wworking knowledge of SAP

Personal Particulars

Date of Birth: 19th Mar 1977

Languages Proficiency: English, Hindi, Telugu & Tamil

Preferred Location: Hyderabad

Contact this candidate