NAVEEN JAIN

D.O.B# **rd Sep **** email - adg0p7@r.postjobfree.com 987-***-**** A-2 /38-A, Mohan Garden, Uttam Nagar, New Delhi, India - 110059 OBJECTIVE

Aspiring mid management professional with 12+ years of experience & seeking a position where I can explore my skills and abilities while being resourceful, innovative and flexible PROFILE AND STRENGTHS

– Customer Service & Operations - MIS & Data Analytics

– Client Relationship Management - Process & Team Management PROFESSIONAL EXPERIENCE

VLCC Nov’2017 to May’2019

Worked as Manager Customer Support

Key Responsibilities:

Responsible for SMS Marketing as per the allocated budget (Includes Planning, Forecasting, SMS Blasts)

Complete management of in-house customer support team (includes outbound, inbound calls, WhatsApp, tawk.to chat, Facebook, Just dial)

Co-ordination with digital marketing partner for lead generation from different sources for contact center

Co-ordination with internal & external IT team for CRM issues resolution & updates

Responsible for the overall management of customer services issues (Service issues, refund issues etc.)

Responsible for driving revenue generation in-house team

Responsible for publishing MIS (DSR, Leads outcome analysis, order tracking, revenue tracking etc.) www.snapdeal.com Dec’2014 - July’2016

Senior Executive

Key Responsibilities:

Handled PAN India Inbound Logistics for Warehouse

Preshiping order verification (Responsible for timely verification of COD Orders)

Cancellation of the auto verified Bulk/Bad and Fraud orders on daily basis

Co-ordination with multiple logistics partners & transporters

Handling to all pick-up related queries via phone & e-mail in an efficient manner.

Visiting Delhi warehouses for smoothening unloading & GRN process

Monitoring and tracking of ASRs generated in Uniware

Responsible for Pickup data management & MIS

www.rechargeitnow.com Jan’2012 - Mar’2014

Assistant Manager - Customer Relations

Key Responsibilities:

Managed a customer relations team of 6 people by creating & assigning KRA’s to all team members in co- relation with the company requirements

Managed resources and provide ongoing, day-to-day updates & communications, guidance, motivation and support to team to handle various activities.

Review and summarize miscellaneous reports and documents, prepare background documents and outgoing mail as necessary and making presentations, training materials for internal teams & for clients.

Manage key clients like Dish TV, MTS, Videocon Mobile &Loop with focused approach and nurture relations with them for productive business relations

Analyzing competitors’ activities, providing inputs for product enhancement & fine tuning sales & marketing strategies

Competent in MIS & reporting which has helped Senior Management in critical business decision making to developing new products & services

Key responsibility of administering invoicing process and ensure timely collections Achievements:

Developed and maintaining B2B partnering relationships with approx. 18 active channel partners

Established sales goals to maximize sales revenues and meet corporate objectives (Daily Revenue - approx. 30 Lacs)

Identified business issues of partners & helped development team to streamline & automate processes. Identified data reconciliation issues & resolved through help of development team Serco BPO Ltd. June’09 - Dec’11

Assistant Manager –Operations for LG Electronics India Pvt. Ltd. (LG Customer Interaction Center) Key Responsibilities:

Worked LG Customer Care & managed multiple Inbound/Outbound campaigns for LG with the help of 4 team leaders who are further managing strength of 80+ CSE’s

Manage resources and provide ongoing, day-to-day leadership, communication, guidance, motivation and support to staff

Preparation of team rosters & leave management of teams

Owner of all key KPI’s of the process, for e.g. Service Level (SL %), Abandon %, AHT

Create KRA’s of all middle management employees in co-relation with the process KPI’s

Direct client contact for any updates or diversions to be implemented in the process

Preparing and conducting process review formats and meetings

Completely associated with the billing & invoicing of LG account through finance team & following up of timely payments

INFOVISION SOLUTIONS Jan’04 to Mar’08

Account Coordinator from July’06 to Mar’08 & handled operations of the processes:

Havell’s (Inbound Call-Center Operations)

Domino’s CSI (Customer Satisfaction Index)

Audi cars (Inbound Call-Center Operations)

Senior Coordinator in LG-Customer Care from Jan’04 to Jan’06. Key Responsibilities:

Making daily, weekly & monthly MIS reports

Direct interaction with clients and different branches & service centers

Monitoring, analyzing and coaching the teams on product knowledge& resolving the issues faced by them.

Maintain high level of team efficacy, motivation & morale

Regular monitoring of CRM software & Coordination with software team for new changes & updates which are important from operations perspective

Interaction with clients for the updates

Taking escalated calls and registering complaints, reminders & query calls

Monitoring open/pending calls at call center & ASC ends. If required escalate the issues to respective branch managers

Passing complaints/demos and updating calls through backup process if & when there is a software downtime Technical Skills:

Well versed with Windows

Proficiency of MS-Office, MS PowerPoint

Microsoft Outlook & Internet Applications

Educational Qualification:

BBA from Sikkim Manipal University

Senior Secondary (10+2) from C.B.S.E

Secondary (10th) from C.B.S.E

Date: / /

Place: (NAVEEN JAIN)

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