Gaurav Kamboj

Experience

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  HSBC InvestDirect (India) Limited

  Jul 2011 - Aug 2011

  Trainee

  Stock Market/ Mutual Fund analysis

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  Info Edge India Ltd

  Jan 2012 - Sept 2013

  Sales executive

  Sold online classified advertisements and space on the website.Developed new business opportunities by marketing online advertisement property solutions.Built constructive and cooperative working relationships with clients and helped them understand various advertisement solutions.Maximized profitable volume growth, market share, and client preference in the assigned market.Built trust, valued others, communicated effectively, drove execution, fostered innovation, and focused on the customer.Collaborated with others to solve problems creatively and demonstrated high integrity.Handled client queries, guided clients to get better responses, and solved issues related to campaign management.Solved queries related to website usage.Assisted clients in posting advertisements on the online platform.Collected regular feedback and improved relationships with existing clients. Show less

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  Bennett Coleman and Co. Ltd. (Times Group)

  Sept 2013 - Sept 2015

  Assistant Manager Service Delivery

  Led the service delivery team, managed conflict, and ensured efficient process execution.Identified customer needs and oversaw service delivery within the business context.Assessed customer feedback and leveraged creativity to establish, improve, and refine services.Took ownership of critical incidents, coordinated with resolution parties, and established effective communication between stakeholders for post-incident reviews.Collaborated closely with sales and clients (Builders/Brokers) to achieve client objectives.Managed all client communications, conflict resolutions, and compliance on client deliveries.Effectively managed all deliverables within cost and time constraints for client campaigns.Worked closely with the Internal Support team to ensure timely deliverables.Implemented and maintained a close sanity check on client campaign performance.Ensured systematic follow-up with clients to gather feedback.Drove email marketing campaigns to boost performance.Took accountability for service delivery performance, meeting customer expectations. Show less

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  Renault

  Sept 2015 - Mar 2016

  Customer Relationship Management Manager

  Analyzed global campaign performance.Examined data on customer buying habits, product usage, and other behaviors.Researched market potential to identify prospective customers and potential profit.Managed customer and prospect data, undertaking segmentation and targeting.Provided consultation on campaign sizing, targeting, and segmentation to client managers, marketing managers, and merchants.Utilized tools for population sizing, segmentation, and mail vs. control.Conducted campaign analysis using automated tools.Coordinated with client managers or marketing managers to align on marketing campaign objectives.Interfaced with the client campaign execution team and onshore project team.Assisted the client campaign execution team in tracking campaign projects, analyzing campaigns, and handling ad hoc custom analytics requests. Show less

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  Magicbricks

  Mar 2016 - now

  Client Relationship Manager

  Achieved 'Service Excellence Award' for driving customer satisfaction.Reduced staff turnover by 15%, setting a record for staff retention improvement.Increased client satisfaction index from 86% to 92% within two years.Ensured swift resolution of customer issues, maintaining customer loyalty while adhering to company policies.Led the service delivery team, managed conflict, and ensured efficient process execution.Conducted workload assessments and implemented new operational processes, resulting in a 40% productivity increase.Assessed customer feedback to refine services.Introduced higher customer service standards, streamlining operations for increased efficiency.Supervised employees, assessed performance, and developed training plans to reduce process lags.Spearheaded customer satisfaction surveys and analyzed results to develop action plans.Acted as a trusted advisor to key customer stakeholders and executive sponsors to drive product adoption.Assumed ownership of team productivity and managed workflow to exceed quality service goals.Proactively assessed interactions with top customers to capture feedback.Reviewed operational issues and business management challenges to improve outcomes.Served as the primary escalation point for the PAN India Service Desk for any delivery issues.Responsible for Product and Service Delivery, maintaining TAT, Quality, and Process.Coordinated with multiple stakeholder teams, including Product Management, Marketing, Sales, Content, and Design, serving as a single point of contact for PAN India clients.Maintained website quality and hygiene. Show less