Service Customer

PREETI BHATIA

H No. – C ** Sector- **, Noida UP- 201301

Email: ******.**********@*****.*** Phone: (M) +91-991*******

SERVICE DELIVERY/CO-ORDINATION/SERVICING PROFESSIONAL

Seeking challenging assignments in the field of Service Delivery/Customer Engagement/Servicing with reputed organizations

Core Competencies & Professional synopsis:

Review, recommend and carry out recommendations on budgeting customer service, and a variety of other business activities.

Ensure consistent communication is maintained internally within the operating divisions and support service divisions and external stake holders.

Product Testing and User Acceptance Testing by doing survey, feedback and E mailer on registered database.

Coordinate with channel partners,marketing personnel and external agencies

Business Process Improvement and Full Life Cycle Implementation.

Experience on Project status reporting, Vendor Management

Project coordination experience with market dynamics and make recommendations.

Support Sales operations as and when required. Manage the coordination and synergy between all divisions and departments of the business unit.

Monitor the effectiveness of PR and Media activities and assist in providing tactics to maximise community gain, ensuring and managing effective media coverage for the launch of new programs/events etc

Contribute in all legal aspects of the operational and business activities of the business unit.

Assist in preparing business plans for new opportunities and business leads.

Support all organisational initiatives, transformation and development activities and initiatives.

Assist in processes and activities of the operating divisions to ensure effective service delivery, product handling, and product marketing.

Facilitation skills

Professional Experience

FRANCHISE INDIA.COM - Manager- Service Delivery July 2015 – Till Date

Job profile:

Managing Client Servicing and delivery of FRANCHISEINDIA.COM

Interacting with client on daily basis to make process improvement and also getting all activities done for the premium clients on the website.

Designed various Process, Reference documents, QA, formulated plans and strategies for process operations

Proven success at turning new ideas into launched products through building successful cross-functional teams.

Working with the Marketing and Activation team on increasing the client responses.

Website & mailer design and also giving the premium client a different platform

Client Conversion to standard premium platform.

Managing the complete CRM and admin of clients (activation, expiry of inventories).

Handling the brands to be activated on the other 3 website of FIHL (Indian Retailer, Restaurant Wellness)

Interacting with the Tech team and other team for activation of Goggle, Yahoo inventory & Inhouse banners of different verticals.

Handled the complete Dotcom Lounge for the Franchise India Show, 2015.

Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution

MAGIC BRICK.COM - Assistant Manager - Service Delivery May 2013 – June 2015

Job profile:

Accountable for managing service delivery for PAN India accounts of the Luxury Website

Provides a focus for SLA management and customer satisfaction across the relevant customer base. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used

Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base

Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with Service Delivery governance guidance

Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit

Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole ‘virtual’ service team, including other MAGIC BRICK service partners and suppliers to ensure a seamless end-to-end delivery of service for clients

Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution

Motivates, develops and mentors other service delivery employees and managers where relevant

In conjunction with the Service Development Managers, Sales and Service Delivery Management teams stimulates & defines requirements for new services in line with Service Line Strategy. Ensures such offerings are professionally introduced, accepted and deliverable.

Working on GA for fetching the traffic on website through different sources. Basis of which different reports are designed for better business prospects.

JEEVANSATHI.COM (A Naukri.com Venture) - Associate Assistant Manager Feb 2010 -- April 2013

Job Profile:

Business Commercial Excellence through organizing the events, Got a detailed understanding of business functionality and took the responsibility of preparing the Functionality Test Plan which was used by testing team while doing their testing process

Involved in various business operations and helped the organization to achieve cost-effective profit with increased quality and efficiency.

Data Analysis & scrutinizing, Manage & achieve sales volume, value & growth targets through a team of Sales

Meeting the quality standards and norms and recommend ways to improve the process based on the study conducted.

Achieve process SLAs and MIS Report generation

Market Research for improvement of business development & responsible for new client acquisition, achieved aggressive sales orientations.

Business process Analysis and improvement the same and Revenue generating and negotiating with customers.

EXL SERVICES PVT LTD (All State Process) - Operations Executive Sept 2009 -- Feb 2010

Job Profile:

Verifying the authenticity of documents with the details mentioned in the insurance policy provided by the customer.

Data Scrutinizing and completing & Operational process In charge

Valuating the worth of the customers with their assets.

Synchronizing with the various higher level departments of the process

Education Credential’s:

MBA (Finance) : Symbiosis University (SCDL), Pune, 2009

M.Com (Finance): H.N.B (Garhwal) University, 2008

B.Com: H.N.B (Garhwal) University, 2006

Professional Qualification’s:

‘O’ Level from DOEACC, New Delhi.

Date of Birth : 21st April, 1986.

Permanent Address : Wing no.-2/3, Premnagar, Dehradun.

Contact no. : +91-991*******

(Preeti Bhatia)

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