Kajol Arora

Experience

• 

  AVS Technologies

  May 2011 - Jun 2014

  Managed existing client account list - frequent contacts, worked with marketing to create advertising & marketing proposals & sales presentation.Responsible for the entire sales from prospecting to closing requirements & needs. Handled 60+ calls daily with Key responsibility Areas including signing up new customers, answering questions related to their account, presenting relevant internet plan information & canceling services.Received an average 85% customer satisfaction rating, which was 10% more than the process average.

  • Client Servicing Manager - B2B Sales

    Jul 2012 - Jun 2014

  • Support Specialist

    May 2011 - Jun 2012
• 

  Neptune Exports

  Jul 2014 - Jan 2015

  Sr. Executive Sales & Marketing

  Managed sales & Business development for exports of autoparts to international markets such as Algeria, Dubai, South America, Vietnam, Turkey etc.Drove the Email marketing strategy & execution for post purchase trigger streams & new audience pilot.Trained, coached & mentored staff for adoption of new marketing strategies.Went to Turkey to support the offshore liaising with Local Vendors.

• 

  American Express

  Feb 2015 - Jan 2016

  Senior CCP

  Handling 90+ calls daily with timely & accurate service delivery at defined productivity levels. Was chosen under the top 50 CCPs for Value Generation (Soft Sales) Pilot Program for CPS (2016).

• 

  American Express

  Mar 2016 - Nov 2022

  Managing Key performance Indicators (KPIs) for 18 direct reports: RTF (refer to friend), Topbox (Overall Satisfaction), CHT (Chat Handling time) & Value Generation (Soft Sales).Governing other hygiene metrices Absenteeism, Availability (system time), CFR (Customer First Resolution) along with realtime assistance.Handling Supervisor Chats for any escalated scenarios.Daily Audits and coaching with appropriate feedback. Reporting and mircromanaging end to end issues including productivity and performance. Show less Directed the creation and implementation of the backup site for the US digital servicing process, with the ability to access the Services in case the Services cannot be used or accessed from the India site.● Planned Supervised & coordinated the daily activity of trainers, coaches & trainees to ensure a seamless transition.● Monitoring daily classroom sessions and on-the-job training schedules with timely reporting to stakeholders.● Ensured timely project completion with a 100% certification rate & outstanding customer satisfaction scores for the training. Show less

  • Team Leader Operations

    Apr 2019 - Nov 2022

  • Trainer and Project Coordinator

    Dec 2018 - Mar 2019

  • Interim Team Leader

    May 2018 - Mar 2019

  • Coach Assignment

    Aug 2017 - Apr 2018

  • Resident Expert

    Mar 2016 - Jul 2017