Delhi, India
With hands-on experience at HCL Technologies, Amazon, and Volkswagen Group, I've mastered B2B client relationships, process management, and customer satisfaction. I've efficiently coordinated payments at HCL, resolved customer queries at Amazon with a 90%+ success rate, and strategized performance improvements at Volkswagen. My skills span is Escalations Management, Contract Management, and Technical Support. Educated at Delhi University and Swami Vivekananda Subharti University, I'm driven by challenges and continuous growth.
Lead Management and Payment Coordination: Regularly oversee, review, and process leads and payment requests for service engineers, ensuring accuracy and compliance. Efficiently forward validated requests to Global HR for final approval and processing. MONA Process Ownership: Spearhead the MONA process, managing intricate B2B client relationships. Handle part replacement requests and diverse queries, employing a systematic approach to analysis, resolution, or escalation. Managed the lifecycle of contracts, including renewals, ensuring continued business relationships and adherence to stipulated terms and conditions. Coordinated technical visits, ensuring optimal resource allocation and time management for maximum client satisfaction. Entrusted with the crucial responsibility of approving machine contracts for B2B partnerships, ensuring alignment with company policies and client requirements.
Consulting across business operations, providing mentorship and contributing specialized knowledge. Resolving US customer queries over chat for heavy and bulky products while offering resolution rate and quality results more than 90%. Proven track record of building strong relationships and providing top notch support to clients.
Monitor and provide strategy for performance improvement with performance metrics and revenue metrics. Access data for goal setting analytics, team meetings, and reporting to executives. Implement customer analysis to identify trends and opportunities to generate revenue. The ultimate goal is to create long-term, mutually beneficial relationships with customers by satisfying their needs and expectations.