Customer Experience Service Delivery
Resume:
Ananya Durvasula
Member of Loyalty advisor MBA in HR & Marketing
**************@*****.***
linkedin.com/in/ananya-durvasula Mississauga, Ontario
SUMM AR Y
Accomplished MBA graduate with over 10 years of experience in sales, operations, and client relationship management. Proven expertise in generating new business, negotiating contracts, and increasing customer satisfaction in both B2B and B2C environments. Strong communicator with the ability to build rapport and establish long-term relationships. Adept at utilizing One CRM and Salesforce tools to track and drive sales growth. Passionate about developing effective marketing strategies and delivering results in fast-paced industries.
EXPERIENCE
Member of Loyalty - Sr. Advisor
Concentrix Limited Company
Foster customer relationships to increase loyalty and retention, leading to a 20% increase in repeat business.
06/2021 - 02/2025
Generate new business leads through networking and client referrals, contributing to a 15% increase in sales. Prepare and send accurate quotes to clients in line with company policies, maintaining a 98% satisfaction rate. Collaborate with cross-functional teams for seamless service delivery and improved customer experience.
Update Salesforce with sales activities, quotes, and client interactions, ensuring accurate sales forecasting. Managed customer inquiries and resolved issues promptly and effectively.
Promoted customer satisfaction through attentive service and personalized solutions. Build strong relationships with customers, leading to increased loyalty and repeat business.
Collaborated with cross-functional teams to address customer needs and improve service delivery. Problem-Solving Skills Identified customer concerns and implemented appropriate solutions.
Handled escalations and complaints professionally, ensuring customer retention.
Analyzed customer feedback to identify trends and areas for improvement. Financial management
Managed secure handling of customer credit card information, ensuring compliance with data protection regulations. Processed service activations and deactivations promptly and accurately, enhancing customer experience.
Provided personalized advice and guidance to customers based on their needs and preferences, improving satisfaction levels. Resolved customer inquiries, complaints, and billing issues related to credit card transactions efficiently.
Maintained meticulous records of customer interactions and service changes, contributing to streamlined operations and audit readiness. Relationship Management
Cultivated positive relationships with customers, earning their trust and loyalty. Proactively engaged with customers to understand their needs and preferences. Upsold products and services to enhance customer experience and maximize revenue.
Operations Manager and HR
Quotemykaam.com
04/2012 - 12/2016
Managed operations as the one-point contact at Quotemykaam, coordinating requests and allocating resources efficiently. Analyzed and enhanced departmental operations, leading to increased productivity and resource utilization.
Coordinated job schedules across departments for smooth operations and reduced expenses. Planned, prioritized, and delegated projects, contributing to top performance and waste reduction.
Engaged in marketing, recruitment, and partnerships, conducted workshops, and maintained candidate records for effective
management.
Business Consultant
just dial
Generate revenue by coaching staff on effective prospecting and lead development strategies. Monitor employee productivity and optimize procedures to reduce costs.
04/2009 - 02/2010
Consistently meet or exceed gross profit goals. 4. Increased productivity by 20% by reducing head count by 10%.
Management Trainee Human Resources
IBM Daksh
Assisting managers with hiring procedures, screening of candidates, coordinating interviews.
05/2005 - 08/2007
Researching and evaluating management practices, training and development programs, leadership principles and employee relations in international Human resource department.
EDUCA TION
INSTITUTE OF CHARTERED FINANCIAL ANALYSTS OF INDIA
HR
UNIVERSITY, SOLAN - MBA
SKILLS
2009
Cross-functional Team Collaboration
Advanced
Salesforce (CRM) Expert
Business Development Advanced
Financial Management Advanced
Marketing Strategy Expert
Client Relationship Management
Expert
Sales and Lead Generation Expert Contract Negotiation Advanced
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