Customer Service Sales

MEENAKSHI BALASUBRAMANIAN

B Sc, PGDCA, (MBA)

Mobile No – 880-***-****

Email – ********@*****.***

Summary

• A seasoned professional with 23 years of experience in Sales, Marketing & Customer Care,

Logistics, General Administrative and HR administration from varied Industries

• Actively involved and handled in a structured manner the Change Management Concept both

in perspective of the organization and on the individual level.

• As a team leader introduced a Lean initiative in form of Account Management in all

Branches across India for services in Hygiene and Pest Control Industry, resulted in Up

selling ( 35lacs in 6 months) and delighted Customer Voice Count(+11).

• Faster response to Customer, resolving issues with root cause analysis. Follow up to ensure

the resolution has been to the satisfaction of the customer and there by elated customer is

retained.

• On time Renewal has resulted in 11crores with 88 lacs of Price hike. Price increase is one of

the lean initiative taken to recover the cost on increases for the company.

• Conducted Market research & Mapping market potential, implementing strategies to develop

new markets/monitoring competitor’s activities to achieve predetermined targets.

• Handled export and import of goods. Managed stock, inventory planning, stock verification –

goods worth 5crores.

Rentokil India Pvt Ltd (Rentokil Initial Group) - Since Mar’2012 till date Sr. Manager –

Customer Care

• Own and drive Customer satisfaction in a structured manner, by laying a common process

for Customer Care across India (On time Renewals, Price Hike, Customer Retention,

Account Management, Employee Retention, Complaint Management)

• Determines customer service requirements by maintaining contact with customers; visiting

operational environments; conducting surveys, bench-marking best practices, analyzing

information.

• Initiated drive covering Change Management, Customer Engagement and Best practice

sharing

• Improves customer service quality results by studying, evaluating, and re-designing

processes; establishing and communicating service metrics; monitoring and analyzing results;

implementing changes for all branches across the country.

• To present Dashboards to the India Management on a monthly, quarterly and annual basis.

• Responsible for Business analysis – Client Termination analysis, Client Renewals analysis,

Complaints Root cause analysis.

• Responsible for process gap identification on Renewals, Price Increase and Client Retention.

• Active Member of Employee Care Team.

• Taking care of Recruitment needs for Customer Care Department and conducting yearly

appraisals.

MEENAKSHI BALASUBRAMANIAN

B Sc, PGDCA, (MBA)

Mobile No – 880-***-****

Email – ********@*****.***

• Imparted Training to cross functional teams on Customer Service.

• Currently involved in the integration project of Sales team and Customer Care across the

Country.

Branch Support Manager & Customer Care Manager (Since July 2009 till Mar 2012)

• Responsible for the Profit & Loss of Chennai Branch

• Handled all administrative aspects of the branch including recruitment, day to day operations

and customer service.

• Managed a branch strength of 150 employees

• Worked towards meeting with customers daily in order to build and sustain the relationship

and enhance the operational effectiveness of work

• Handled and amicably resolved all operations related complaints and disputes

• Responsible for Warehouse maintenance and distribution of chemicals.

• Instrumental in reducing the chemical consumption by 35% per quarter without

compromising on the quality of services rendered

• Renewals of customer contracts and worked towards reduction of terminations by proactively

meeting with customers and working towards providing a positive solution both in terms of

services and cost.

• Handled all vehicles (two wheelers & four wheelers) thereby helping promote the company’s

brand

Conybio Healthcare India Pvt Ltd Since April 2006 – May 2009 As Manager – Marketing and

Logistics

• Marketing the Brand and customer loyalty, handling regulatory issues, Multi-channel

marketing, Sales, marketing and operations integration

• Responsible for achievement of sales volume (monthly 1.5 crores)

• Inventory planning and management.

• Indenting the import of the required materials.

• Reduced the cost of domestic freight forwarding ( 50 lacs for the year 2008-09) by

appointing best economical courier services.

• Planning dispatching materials and consumables to different areas

• Handling the appointment of stockists, consignment agents, allocation of territories,

conducting training programmes, seminars, product launches and coordinating with the

feedback from the market

MEENAKSHI BALASUBRAMANIAN

B Sc, PGDCA, (MBA)

Mobile No – 880-***-****

Email – ********@*****.***

• Devising and procuring various marketing tools for various promotional activities and

managing the same

Tupperware since 2003 – 2006 as Executive Manager

• Plan, organize and develop the Sales plan and achieve the territory objectives.

• Identify new opportunities, monitor competitors and communicate findings to Senior

Management

• Identified and expanded territories.

• Conducting regular briefing meetings and launched new products

• Achieve the annual budgets of the area with a better product mix

• Maintaining the motivation levels of other consultants

• Implemented strategies for increasing the share of the existing products

• Handled the personal sales, Unit sales and Kiosk programmes

• Achieved Rs. 50 lac in personal sales and Rs.2 Crores in unit sales in a span of three years

• During the tenure got recognition at various levels for the achievements

• Handled 2000 consultants, and got recognized at the regional and national levels.

• Won the All India award for Promoting 10 team Managers with a short span of 6 months

First Computers Since 1997 – 2002 as Centre Manager

• As a Centre Manager, responsible for the Profit & Loss of the Branch.

• Independently handled the operations of the branch.

• Independently responsible for sales and marketing, generating enquiries, follow up,

telemarketing, counseling and closing admissions

• Responsible for maintaining records, MIS, Collections, Conducting seminars and handling the

entire public relations

• Recruitment, Training and deployment of employees for handling various responsibilities

• Interacting with the companies for generating placement opportunities

• Conducting personality development programmes to the students to enhance their

employability

• Conducting various employee development programmes to enhance their performance levels

Binny Ltd Since 1988 – 1996 EDP Executive

• Handling the full life cycle of the software development from systems analysis, study, design,

development and maintenance

• Development of software packages for various operational applications

• Modifying the existing packages to suit the customer requirements

• Helpdesk support for customers to help with modifications tailor made to suit their needs

• MIS management and report generation

MEENAKSHI BALASUBRAMANIAN

B Sc, PGDCA, (MBA)

Mobile No – 880-***-****

Email – ********@*****.***

PERSONAL DETAILS:

Date of Birth : 28th November 1966

Marital Status : Married, Blessed with one Son

Languages Known : English, Hindi & Tamil

Hobbies : Music

Pan Number : APFPM6931G

Contact Address : Plot 16, new door no:15,

Old no :7 1st floor, 27th street

Thilaiganga Nagar

Nanganallur, Chennai 600061.

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