Chandrima S.

Experience

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  Usha Martin Telekom Ltd.

  Jan 1996 - Dec 1998

  Customer Care Officer
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  Herbalife

  Aug 2001 - Sept 2003

  Distributor Relations

  • Assisted the distributor network over phone in regard to product knowledge. • Educated distributors about the multi-level marketing pay-out plan. • Helped customers with product related queries. • Engaged in team building activities. • Ensured quality assurance of client.

• 

  Vodafone

  Aug 2009 - Jan 2014

  During my time over here, I led and managed entire Customer Relationship Management (CRM) operations across three districts in West Bengal, India. My notable duties were ensuring adherence to Service Level Agreements (SLAs) and government compliance regulations in administering zonal activation process. I was entrusted with spearheading development of new products tailored to customer requirements by collaborating closely with marketing team and sharing customer feedback. One of my key tasks was to provide comprehensive training to immediate team for effective functioning within roles. Priority management has always been my primary focus and I acquired and retained high-network clients by delivering excellent services.My accomplishments within this role are the following:• Directed team of 25 executives in achieving assigned targets.• Oversaw relationship and retention of postpaid customer base within zone while driving revenue generation in alignment with predetermined objectives.• Monitored and optimized customer service parameters from Vodafone stores and mini stores aiming at reducing complaint rates and minimizing calls per subscriber within zonal base.• Implemented robust quality assurance measures within retail point to decrease customer complaints and enhance overall customer satisfaction. Show less As a part of this job role, I managed high revenue generating base of Kolkata central business district, comprising of industrialists, business leaders, celebrities, and senior IAS officers. I generated stability by maintaining low customer churn month-on-month. I was assigned with the task of coordinating with marketing team and providing customer feedback to develop new products as per customer requirements.My notable outcomes for this role include:• Ensured retention of high revenue-generating clients to drive significant revenue streams.• Established and retained constructive relationships with high revenue-generating clients to generate high revenue using up-selling and cross-selling techniques.• Improved customer service experience by planning and organizing customer engagement programs for base. Show less

  • Manager - Zonal Customer Service

    Jun 2011 - Jan 2014

  • Relationship Manager - Customer Service (HNI)

    Aug 2009 - May 2011
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  Kaavya www.facebook.com/kaavya.kolkata

  Feb 2014 - now

  Independent Entrepreneur

  Single handedly built and managed overall operations of virtual apparel retail point, curating handcrafted products by skilled weavers and artisans from various regions across India. Negotiate with wholesalers in effective manner to ensure favourable terms. Execute and oversee various events to promote business and engage with customers. Demonstrate successful entrepreneurship by operating online business for nearly a decade. Manage entire spectrum of business activities, including procurement, advertising campaigns, and sales/marketing initiatives with strong emphasis on customer-centric strategies.● Grew client base and drove revenue growth by organizing annual pop-up events at national and international levels.● Enhanced revenue streams through strategic curation and continuous innovation of product lines.● Fostered customer loyalty and increased patronage through effective relationship management. Show less