Available to hire
I have experience creating video content and editing for my Youtube channel. Pls take a look
Language
English
Fluent
Work Experience
Customer Service Representative at Origin
May 1, 2024 - PresentResponsible for handling inbound calls from customers for technical, provisioning, billing and hardware issues; providing customer resolution including to vulnerable customers. Reviewed charges from NBN and Opticom and disputed charges after investigation, leading to recovery of dues. Provided SME support to Customer Service Reps advising on complex queries. Tested new features and enhancements to proprietary software Anex before Go Live. PM Software: Asana. Recognized and inducted to the Future Leader Program focusing on Workforce Management, SME and higher responsibility tasks.
Technical Support Specialist at Superloop
March 1, 2023 - May 31, 2024Receiving calls from customers related to Pending orders, Provisioning, Hardware requests, Billing and Technical Support. Addressed customer complaints with empathy and professionalism, aiming for quick and satisfactory resolutions. CRM - Salesforce. KPI Reporting - efficiently gathered and synthesized data from multiple internal systems to generate KPI reports used for annual appraisals and management reporting. Platform – Genesys Cloud + Proprietary Systems.
Pricing Manager (Truck, Bus Car, LT and 2W tyres) at Michelin India
January 1, 2011 - October 1, 2015Analyzed data on Pricing of competitor products and revised prices in line with the market. Responsible for delivering the Net Revenue and Gross Margin annual objective for each of the product lines. Gathered business intelligence on market offers and designed BTL promotions / campaigns / discounts to garner market share.
Associate Director – Client Servicing Group at GfK Nielsen
October 1, 2015 - June 1, 2019GfK Nielsen motto is “From Data to Insights” and the role involved providing actionable insights to client management teams. Preparing presentations and delivering quarterly insights presentations to client teams to help formulate strategy and tactical market actions. Advised Marketing Teams on go-to-market, retail, and channel strategies using deep market intelligence. Created back-end process documentation such as Product Manuals, Client Issues and deliverable Tracker, Process workflows, FAQs for Client Queries, Monthly Flow, Client Escalation Process etc. Setting up data collection processes for panels - Tyres, Batteries and other Automotive components across 63 cities. Managing 15 clients (including many Fortune 500 companies) spread across 6 product categories.
Associate Director – Operations (Consultant) at B3Intelligence
October 1, 2019 - December 1, 2022Key Account Management for 3 clients managing operations for their end client projects for services related to Survey Programming, Quality Checks, Data Scrubbing, Tabulations, Charting and Panel Management. (1.2M USD revenue). Analysis and interpretation of survey results to identify consumer trends and attitudes toward client products. Building dashboards for clients to track key metrics and drive decision making. Monitoring progress of multiple ongoing projects for the client, coordinating with operation teams to align with client requirements. Leading monthly review meetings with clients and key stakeholders to present data-driven insights, discuss ongoing project status, address challenges, and align on strategic goals.
Education
Post Graduate Diploma in Business Administration at Symbiosis University, New Delhi
June 1, 2002 - December 1, 2006Bachelor of Commerce at Delhi University, New Delhi
June 1, 1998 - December 1, 2001Diploma in Hotel Management at Institute of Hotel Management, Lucknow
June 1, 1997 - June 1, 2000Qualifications
Industry Experience
Telecommunications, Professional Services, Manufacturing, Consumer Goods, Media & Entertainment
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