SHALINI SAXENA

Experience

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  GE Country Wide

  Mar 2002 - Nov 2002

  Executive

  Responsibilities:-• Handling the queries and requests of walk-in customers.• Maintaining trackers for each kind of various requests for ASSETS e.g. ECS Processing, Cheque Swap, Part Payment, ROI requests, EMI Deposit, etc.• Forwarding the queries of the customers to the concerned dept. to get resolution in TAT.• Scrutinizing the request & documents from walk-in customers and resolving them with concerned department. Reports:-• Maintaining client databases and reporting on monthly basis to the management.• Maintaining a tracker on Leads generated with all the details along with follow up.Retention:-• Maintaining Attrition tracker which facilitates in generating more leads and prevent the attrition by retaining more and more unsatisfied customers. • Successfully achieving targets of RETENTION every month.• Retaining customers by providing them the best solution as per organization norms and generating sales lead to increase the business of the organization. Show less

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  GETIT Infomediary Ltd

  Nov 2002 - Nov 2004

  Team Leader - Customer Care/Trainer

  • Calling customers, taking appointment & making personal visit to the clients• Understanding the need of the customer & recommending the best solution/ Adv. programme.• Researching different market segments through various media available i.e. Newspaper, TV & other modes.• Preparing different artworks and layouts for customers.• Preparing daily and weekly reports.• Preparing performance monitor report of team members to accurately monitor the performance.• Conducting various workshops, Quiz’s etc for better understanding Show less

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  Shyam Telecom Group

  Nov 2004 - Dec 2006

  Team Leader - Customer Care/Trainer

  • Product Management - Responsible for identifying customer opportunities through primary and secondary research along with research teams. Using this data to build a value proposition, refining product strategy and develop and pitch the same to internal and external stakeholders. • Product Marketing - Writing and pitching campaign briefs, including circulation and buyoff with strategic and operational CRM teams. • Managing a team of call center executives & adhering to the standard Operation procedures with maximum customer satisfaction.• Helping the team in online resolution of all the queries and complaints and attending all the disputed cases.• Training, evaluating and motivating team members as per business needs and maintaining a rating sheet to monitor their performance and providing training for future Improvement.• Preparing various reports like ACD report, Daily summary report, Executive summary Report, Daily CDR etc.• Taking Inbound Calls, understanding the customer need and problem and providing them best available solution by synchronization between various departments as per Company norms. • Registering complaints and forwarding them to the concerned department to ensure the resolution of the same so as to maintain Client’s confidence. Show less

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  Outreach Integrated Services Pvt Ltd

  Dec 2008 - Sept 2010

  Manager - Operations

  • Managing a team of call center executives & following standard Operation procedures for customer satisfaction.• Supervising the teams to ensure that customer complaints are immediately resolved and processed.• Ensuring proper sync among the related departments to get the resolutions of complaints in TAT.• Customized Client Reporting along with review of various reports prepared by team members.

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  Kamla Poddar Institutes

  Sept 2011 - Aug 2012

  Management Faculty

  • Visiting Faculty in subjects of marketing, sales & promotion and Advertising.• Sales training for Professionals. • Personality Development & Grooming session.

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  Sole Proprietor

  Oct 2015 - Dec 2020

  Home Decor and Female Apparel's