Customer Manager
Resume:
Jyoti Sethi
Mobile: +91-921******* Email id: adjy5j@r.postjobfree.com
CUSTOMER SERVICE PROFESSIONAL
Career Objective: Having handled cross-functional roles across Corporate office as well as CSD operations, I bring huge appreciation of the Customers’ perspective as well as organisational realities. This coupled with my people management skills; helps me to be more effective and thereby bring more value to the organisation I work for.
AREAS OF EXPERTISE/ STRENGTHS
Customer Relationship Management Interpersonal Skills Training Employee Engagement
Process Improvement Team Management
Event Management
PROFESSIONAL EXPERIENCE
Currently working as a Free Lance Trainer:
Conducted training on Spoken English for 25 school teachers of Greenfields School, Jahu, Himachal Pradesh – July 2018
o Independently developed five days training module based on the requirements of the school teachers of Greenfields School
o Successfully conducted all the sessions single handedly o Significant improvement seen in the confidence of the teachers while interacting in English at the end of the session
Conducted training on English Communication skills for 48 participants of GTO batch of SIS in Garwa Road, Ranchi – October 2018
o Independently conducted six days training based on the requirements agreed with the client – SIS
o Special Focus given on pronunciation, grammar, MTI influence and body language o Results showed a significant improvement in the Verbal & Written Communication Skills
Conducted training on Spoken English for Class XI students of Government School under the Summer School project in association with British Council and Macmillan Education – May 2019
Conducted training on Customer Handling Skills for Genpact employees in Gurgaon – June 2019
o Customer service skills
o Telephone etiquette skills
o Call handling skills
Conducted training on Business Communication skills for Korean students studying in Management Development Institute (MDI), Gurgaon (July 1 – Nov 1) o Preparing the module on daily basis as per the curriculum o English Grammar, Pronunciation
o Listening, Reading, Writing and Speaking skills
o Resume writing, Interview preparation
o Non verbal communication
April 2011 till August 2018: Tata Teleservices Ltd Deputy Manager CRM, CSR and Employee Engagement
Since most of our CSR projects leveraged Telecom services, I was leading the Customer interface for each of these projects:
o INREM Project to empower Women entrepreneurs working in the Textile Industry in Western UP Circle with the help of effective use of VAS services o DRISHTI: Trained people with Visual Impairment to handle out bound calling in Blind Relief, NAB and IAB
Spearheaded the Tata Volunteering Week Culture within the organization. The week involved pan-India employee engagement and association with several NGOs based on organization strategy to implement CSR initiatives of Tata Teleservices.
As a key member of the Corporate Sustainability team, I have created tactical programs to drive focus on Education, Employability and Employment of the less-privileged communities by leveraging the power of Mobile Telephony
Forged Vocational Training and skill-development initiatives to increase employability of youth from economically weaker sections of society at TTL’s Retail stores.
As a responsible corporate citizen, TTL organizes awareness training for employees on Electro Magnetic Field - I have conducted these training programs in the company.
As part of the Employee Communication team, I was responsible for content collection and re- writing the Circle pages.
Developed content for all-employee mailers making significant announcements, highlighting organizational mandates, vision and cultural ethos, sharing company’s progress and achievements.
Periodic updates for Tata Group publications to enhance TTL’s position on various fronts within the Tata Group.
Effective use of various tools likes screen savers, posters, LiveMedia screens to communicate to TTL employees across all 22 Telecom Circles.
Communications support to the Business Excellence team to create awareness, share information and significant milestones and achievements.
Supporting and driving Corporate Sustainability projects at pan-India level.
Measuring impact of projects with the help of an internal tool.
Implemented Carbon Footprint calculator on the intranet for employees to measure their CO2 emissions.
Special Project:
Selected to be a part of the Organizing Committee of TTL’s highest Rewards & Recognition program -
“Top Gun”. This involved complete event management for an international tour for the recognized employees.
Jul 2007 – July 2011: Tata Teleservices Ltd
Asst. Manager Customer Relationship Management
Circle SPOC for the call centre (BPO) – Post-paid & Pre-paid
Improving Customer Satisfaction Scores for Delhi Circle
Monthly reviews & action planning for the next month
Data analysis for strategic planning
Quality audits for improving the Customer Service scores.
Coordination with different departments (Sales, Technical, Collections, etc.) for effective and efficient workflow of business processes and analyzing process flows with an outside in approach, also suggesting process modifications and changes for overall improvement.
Periodical training sessions at Call Centres with regard to process updates and various tariff changes plan migration, new launch, competitors’ activities etc. Dec 2002- June 2007: Tata Teleservices Ltd
Senior Executive Customer Relationship Management
Resolution to all the customer escalations received within the TAT
Regular updates to the BPO from the circle
Regular trainings on soft skills & inter personal skills
Close monitoring of SLA and focus on reducing the Call per Sub and repeat calls.
Responsible for the functioning of an inbound prospect helpline & lead generation
Responsible for the smooth functioning of dedicated dealer helpline. Jan 1999-Jul 2002: Intec Customer Relationship Management Pvt Ltd Team Leader Inbound for Global One India Pvt Ltd
Joined in Jan 1999 as Team Member Telesales for Dining Card membership program, Hotel Holiday Inn, Delhi. Within 2 years got two promotions and was made Team Leader for one of the key accounts. I was responsible for:
Maintaining & updating customer database
MIS generation related to customer base, revenue generated & other updates related to the database
Coordinating with various banks for billing purposes & updating data base
Report generation for collections, which included billed v/s declined collections analysis. Program wise collections report and scrutiny of system generated reports
Generating monthly and weekly activity invoices
Exploring new business opportunities through Dining program
Developing cordial relations with the prospective clients
Making tele-presentations
Prospect tracking and closure
Sales team supervision and co-ordination
Motivating and facilitating the team members
Reward & recognition program based on performance criteria. Recognitions:
Selected for Service Excellence Train the Trainer program in TTL
Received appreciation letters from the valued customers of TTL
Recipient of Customer First award at TTL
Recipient of Cross Functional award at TTL
Recipient of Spotlight awards at TTL
Trainings & Certifications:
Yellow belt in Six Sigma project
Certified in Crisis Management
Aug 1994-Feb 1995: Sampling Coordinator Chelsea Mills
Co-ordination with buying houses for sampling
Getting the samples developed for approval
Follow up and finalization of all the samples at various stages of negotiation
Follow up with the vendors for the production and sampling
Market survey of latest dress materials.
EDUCATION:
Diploma- Fashion Designing
JDM College, Delhi University - 1994
Bachelor of Commerce
Jesus & Mary College, Delhi University - 1992
PERSONAL DETAILS:
Date of Birth : 16th February, 1972
Father’s Name : Late Mr. Raj Kamal Sethi
Permanent Address : B-35/4, IInd floor, Double Storey, Ramesh Nagar, New Delhi. Nationality : Indian
Languages known : English, Hindi & Punjabi
Current Location : New Delhi
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