Dwaipayan Goswami

Experience

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  HGS - Hinduja Global Solutions

  Jul 2006 - Mar 2009

  Claim Processing Executive

  Processing Hospital and Medical Bills: Was responsible for handling and processing hospital and medical bills. This likely involved reviewing the bills, verifying the information, and ensuring that they were accurately processed according to the established procedures.Reporting to Team Leader: Sent daily reports to team leader, detailing the number of bills you processed at the end of each shift. These reports likely provided insights into your productivity and the progress of the bill processing work.Quality Control: Were responsible for re-checking the bills before releasing them. This step aimed to prevent revenue leakage, ensuring that the bills were accurate and complete before they were finalized and sent out. Show less

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  TCI Group (Transport Corporation of India Limited)

  Aug 2011 - Jan 2013

  Marketing Officer

  Achieved monthly sales target: Able to achieved assigned sales goals on monthly basis.Market mapping & Lead generation: Involved in identifying potential markets and generating leads. This used to help us to research and understanding of the target audience to find potential customers.Fixing sales target: Assigned to set up the sales targets for different branches and ensuring that these targets were met monthly basis. This likely required coordination and effective communication with branch teams.Vehicle Placement : Collaborated with branches to ensure that vehicles were optimally placed and utilized, likely for transportation purposes.Customer Relationship management: Managed relationships with customers, which could involve addressing their needs, concerns, and maintaining a positive rapport to enhance customer satisfaction and retention.Monthly reports: Involved in preparing Management Information System (MIS) reports and other monthly reports. These reports likely provided insights into various aspects of the business performance.Tenders for Transportation: Engaged in the process of bidding for transportation contracts through tender submissions. This requires attention to detail and a thorough understanding of the tendering process.Drafting Quotation : Was responsible for preparing and submitting quotations to potential customers, and subsequently finalizing deals by successfully closing sales.Reporting:- Regular updates and reports to both the regional and corporate offices. This communication helped keep higher management informed about activities and achievements. Show less

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  Crown Worldwide Group

  Feb 2013 - Jun 2018

  Customer Service Delivery Executive

  Pune: Customer Service Delivery Executive (Sept 2017 - June 2018)Managed PAN India customers including HDFC, Indusind, and Pune-based clients.Followed up for payment collection and updated payment information in the system.Ensured timely renewals of agreements to prevent invoice issues.Pitched additional services to clients beyond Records Management.Mumbai: Customer Service Delivery Executive (Jan 2014 - Aug 2017)Managed contract extensions on a national level and developed existing accounts.Introduced the concept of Records Management to various departments of existing clients.Provided solutions to clients regarding Records Management Services.Resolved client account discrepancies in coordination with the operation team.Completed invoices accurately and on time using RMI and RSSQL.Updated CRM system (Dolphin) with customer-provided information.Followed up with clients for payment collection.Introduced clients to other services besides physical record storage.Coordinated with Service Partners for providing Document Management System (DMS) and other services.Searched for potential customers through references from existing clients.Bengaluru: Business Development Executive (Feb 2013 - Dec 2013)Identified and researched new business prospects.Communicated with new clients via phone and face-to-face meetings.Scheduled appointments with both warm and cold leads.Maintained a database of potential customers.Developed strong relationships with prospective and new clients.Generated monthly pipeline reports to track business development progress. Show less

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  Writer Information

  Jun 2018 - Oct 2019

  Assistant Manager-CRM

  Client Portfolio Management: Responsible for managing clients from different sectors like BFSI, Shipping, and Logistics. Your approach involved categorizing clients based on their industry, size, and specific needs, which helped tailor your services to each client's requirements.Records Management Introduction: Introduced the concept of Records Management to various departments within existing client organizations. Highlighted the benefits of effective records management, including compliance, efficiency, and risk reduction. Our approach was customized based on each client's industry and specific needs.Additional Services Introduction: Expanded client relationships by offering additional services such as Business Process Services, Digital Solutions, and Cloud Hosting. Prepared informative materials, case studies, and success stories to showcase the value of these services, thereby enhancing the client relationship and operational efficiency.Account Discrepancy Resolution: Collaborated with the operations team to address and resolve any account discrepancies for clients. Timely communication and coordination were crucial to maintaining trust and satisfaction. CRM System Management: Ensured that the CRM system was up to date with the latest information provided by customers. Regularly updating client profiles with details from interactions, agreements, service requests, and updates helped the team provide personalized services.Payment Collection: Followed up with clients to ensure timely payment collection and collaborated with the Billing team for accurate invoicing and smooth payment processes. Clear communication about payment terms and options helped prevent payment delays.Prospecting and Lead Generation: Leveraging your existing client network, you generated potential customer referrals. Satisfied clients were willing to recommend your services to their contacts, expanding your client base. Show less

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  Concentrix

  Oct 2020 - now

  • Initiate proactive interactions with clients to cultivate relationships and address their concerns through thorough research and analysis.• Interface with various teams, including backend support, engineering and professional services.• Assisting step-by-step guidance for partners in navigating the placement of orders and managing subscriptions.• Troubleshoot and resolve issues related to cloud products and solutions.• Provide timely assistance to ensure customer satisfaction. Show less Engaged proactively with clients on a regular basis to foster and enrich relationships, skilfully resolving concerns through meticulous research and analysis.Diligently grasped the intricacies of each client's business model, charted their organizational structure, and pinpointed distinctive technological requisites.Cultivated and nurtured favourable client interactions, collaborating seamlessly with teammates to adeptly address inquiries and requests.Effectively addressed customer inquiries, both telephonically and in written form, pertaining to challenges encountered across various social media platforms such as Facebook and Instagram.Managed customer grievances with utmost professionalism, adeptly restoring their faith and trust in our services, thus averting any potential business loss.Maintained a vigilant watch over customer service performance, consistently evaluating key performance indicators to ensure optimal efficiency.Disseminated regular service updates and trend analyses to clients, keeping them informed about progress and shifts in the industry landscape.Adhered meticulously to all organizational protocols and guidelines, actively contributing to the maintenance of a secure and polished work environment. Show less Contacting Customers: Responsible for reaching out to both new and existing customers via telephone and email. Your approach involved establishing a professional and friendly tone to build rapport and trust with customers.Identifying Sales Opportunities: Demonstrated an understanding of customer's needs and pain points, using existing tools and services to identify ways to address their challenges and contribute to their growth.Providing Solutions: Offered solutions based on customer requirements, highlighting the unique value proposition of products or services. Demonstrated how these offerings could solve problems and improve customer operations.Portfolio Management: For existing SMB (Small and Medium-sized Business) clients, focus was on nurturing relationships and understanding their evolving needs. Regularly assessed their progress, addressed concerns, and explored opportunities for up-selling or cross-selling.Acquiring New Advertisers: Developed strategies to identify potential SMB clients who could benefit from your products. Reached out to them with tailored value propositions and solutions according to their industry or market segment.Pre- and Post-Sales Support: Provided guidance to customers during both pre-sales and post-sales phases. This involved addressing queries or concerns to ensure a smooth and satisfactory customer experience with the products.Product and Tool Support: Assisted clients in using products effectively, helping them derive maximum value from their investment. This included guiding them on best practices, feature utilization, and strategies to achieve desired outcomes.Proactive Solutions for social media: Stayed updated on trends in social media platforms like Facebook and Instagram. Proactively suggested strategies and campaigns that could help businesses leverage these platforms for marketing and growth. Show less

  • Advisor II, Customer Service

    Oct 2023 - now

  • Advisor II, Customer Service

    Jan 2023 - now

  • Sales Associate II-Social Promoter

    Oct 2020 - Dec 2022