Muskaan Aneja

Experience

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  Serco

  Dec 2009 - Feb 2012

  Process Member

  handling calls resolve customer query• Acknowledged team member, trainer and motivator having ability to harness team strengths and unify objectives• Accountable for internal audits & statutory control of SLA (Service Level Agreement) for the team on a regular basis and updating as per client requirements.• Coordinated & supervised timely logins, maintaining reports & sharing performance data in the team.• Ensured quality by creating reports for escalated issues and closed the issues within time.• Efficiently coordinated & managed with the US Counterpart for Issues and Workflow Database Management.• Responsible to take incoming calls, resolving customer queries and concerns.• The position required a great deal of self-motivation, pro-activeness and dedication as I was required to manage my learning of the full range of products. • Up selling the company product apart from customer service responsibilities.• I effectively managed my time and breaks capitalizing on every opportunity to learn and add value to the team. Show less

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  Just Dial Limited

  Feb 2012 - Aug 2013

  Senior Process Associate

  handling call given the information + upsale listing• Built and maintained healthy business relations with customers, enhancing customer satisfaction matrices by achieving delivery & service quality norms while understanding customer queries and sorting out their grievances and queries• Escalated issues to management and streamlined the dispute / escalation procedure. Involved in Quality Checking and auditing the entire process before delivering to the client and providing feedback to associates.• Build and strengthen relationships with clients, thereby ensuring high customer satisfaction by providing them with complete product support• Imparting training to the sales force and new joiners on initial SOC’s along with the responsibility of maintaining their PR file for wellness programs of employers• Contributed towards Quest - A Quality program Show less

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  Quikr

  Sept 2013 - Mar 2014

  Senior Telecommunications Analyst

  • Dexterous at Call handling within the time specified (AHT- Average Call Handling Time) as well as processing the order according to the clients requirements • Adapt at providing quality Sales and resolving customer queries, targeting customer satisfaction and retention.• Proficient in understanding customer need according to the usage and advise the product according to the client needs.• Accountable for the sales of the company product (various products) along with feature upselling. Show less

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  Google

  Mar 2014 - Dec 2014

  Sem Analyst

  > Manage Search Engine Marketing (PPC) Campaigns on Google AdWords. > Web Analytics reporting and analysis via Google Analytics Premium. > Optimize campaigns for high quality traffic & sales with good ROI. > Online Branding & Traffic Generation > Remarketing / Dynamic Remarketing > RLSA Campaigns on Google AdWords. > Dynamic Search Ads > Product Listings Ads. > Gmail Sponsored Promotions.

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  Green crescent environmental consultant

  Jan 2015 - Apr 2017

  Marketing Analyst

  • Generating Leads • Major Focus on Construction Companies,Plastics & Plastic Products Mfrs & Suppliers• Providing expert assessment and advisory services for clients on matters pertaining to the waste management • Responsible for making sure that revised environmental policies by government of Dubai and procedures comply with environmental laws and regulations are followed by clients.• Arranging appointment for environmental monitoring for companies, explain the product and services, making proposals according to service.• Convincing Customer and converting leads into sales.• Daily monitoring of summary reports with regards to the following parametersa. 45 calls in a dayb. sectors being calledc. min. 7 potential/interested clients per day• Ensure that proper meetings should be scheduled and conducted by junior marketing executives (1 meeting per day/ min. 5 meetings per week)• Motivating and coaching how to achieve business sales targets• Proven track record in sales• Excellent time management skills• Self- motivated, flexible and open to change Show less

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  GREEN CIRCLE, INC.

  Apr 2017 - Apr 2018

  Assistant Manager

  Mainly to support the Assist to Business Development Manager in the delivery of responsibilities and tasks in relation to the achievement of the team's marketing goals and to demonstrate knowledge about the environmental compliance requirements of projects and within the UAE and Qatar.- Introduce environmental consultancy services including Waste Reduction Report, EIA, PER, CEMP, OEMP, Risk Assessment, Emissions Monitoring, Ambient Air Quality Monitoring, and other related services- Prepare SOPs and process flow chart for the marketing department- Coordinate and work closely with the business development, accounts and operations departments- Research, contact prospective clients, qualify leads and arrange suitable appointments for the Business Development Manager- Demonstrate a thorough understanding of the company services- Influence customers in buying offered services- Provide information to clients regarding the municipality requirements and regulations on waste management, air quality and environmental studies including EIA,CEMP, OEMP, etc.- Keep accurate and detailed records of contacts made and results achieved- Identify past prospects due for follow up- Respond promptly to client queries and concern- Prepare and send project-, site- and industry-specific quotations/proposals as per client requirements- Follow up pending proposals and provide feedback- Send/Receive payment-related documents and facilitate collection- Actively manage the client database to ensure information is accurate and up to date- Hire, orient and train new marketing executives- Prepare monthly sales report Show less

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  Wimpey Laboratories

  Jul 2018 - Apr 2020

  Business Executive

  Business Executive in planning and implementing strategies to attract customers• Coordinate daily customer service operations (e.g. sales processes, orders and payments)• Track the progress of weekly, monthly, quarterly and annual objectives• Monitor and maintain Proposal and site visit• Suggest sales training programs and techniques• Communicate with clients and evaluate their needs• Handle complaints from customers• Create reports, analyze and interpret office data, like revenues, expenses and competition• Assisting and supporting the Project Manager in their daily duties.• Generating Leads from assigned data.• Major Focus on hotels, Schools, Hospitals, Facility Management, Clinic• Provision of various services Keeping in mind health and safety guidelines such as proper ventilation system,• Water testing, Air Monitoring, Geo Technical, Civil, Oil testing related services, proper sun light provision.• Responsible to handle all customer queries and concerns.• Generating Leads from assigned data.• Arranging appointment for environmental monitoring for companies, explain the product and services,• making proposals according to service.• Convincing Customer and converting leads into sales Show less

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  Laboratory

  Apr 2020 - now

  Business Development Officer

  Business Development Officer in planning and implementing strategies to attract customers• Coordinate daily customer service operations (e.g. sales processes, orders and payments)• Track the progress of weekly, monthly, quarterly and annual objectives• Monitor and maintain Proposal and site visit• Suggest sales training programs and techniques• Communicate with clients and evaluate their needs• Handle complaints from customers• Create reports, analyze and interpret office data, like revenues, expenses and competition• Assisting and supporting the Project Manager in their daily duties.• Generating Leads from assigned data.• Major Focus on hotels, Schools, Hospitals, Facility Management, Clinic• Provision of various services Keeping in mind health and safety guidelines such as proper ventilation system,• Water testing, Air Monitoring, Geo Technical, Civil, Oil testing related services, proper sun light provision.• Responsible to handle all customer queries and concerns.• Generating Leads from assigned data.• Arranging appointment for environmental monitoring for companies, explain the product and services,• making proposals according to service.• Convincing Customer and converting leads into sales Show less