Gurgaon, Haryana, India
Experienced Sales and Marketing operations professional with 20 years of rich experience. My expertise lies in - Marketing Services - End to End Campaign Management, Lead Management, Telemarketing, Demand Generation, Lead Scoring and Nurturing, Marketing Analytics, Marketing CRM system Management and Marketing Effectiveness Tracking, Sales Enablement. AR, PR, Internal Communications, Company Website and Social Media Stats tracking, Data Management. Sales operations - Sales KPIs reporting, Tracking Sales Performance, Analytical reports (Forecasting and pipeline), Account Owner Data Score Card. System and Process Governance – SFDC Administration – License/ User Management, Bulk updates (insert/edit/delete) Reports Schedule & Dashboard Management in SFDC, SFDC-Eloqua/Marketo Integration. Process re-engineering, Data Management, Data Dictionary. Customer Services - QRC Management (complaint Management), Root Cause Analysis (RCA) of complaints, inquiries, and requests, Escalation and Exception Management, SLA adherence (TAT Management) Increase Frontline resolution and First time right, Handling Service agents and Training, Annual C-SAT and monthly T-SAT. People Management -Recruit, Training, Act as Subject matter expert, Goal/KRA Settings, Reward & Recognition, and Performance Management Review
Be accountable for integrity and quality of system, processes and data Act as a data controller & processer for GDPR and over data compliance Define Data Quality, Overriding, Retention, accessibility and purging rules for Salesforce and other business systems Responsible for establishing requirements and assessing the quality of the data in a database Lead the process and system mapping and migration/integration (systems, data & processes) for all the Cvent’s acquisitions Ensure documentation on the data such as when they were collected, where, how, by whom, and under what conditions Ensure data documentation is developed and maintained including metadata Leverage systems to optimize business process for various business teams
Global Marketing Effectivenness Tracking and Reporting Marketing Influence, Sourced Pipeline and Sales Funnel Impact management Marketing Automation Lead Management Global Campaign Management - email campaign, phone campaign and event management Demand Generation Marketing CRM Systems Management System Integration Process Management and Excellence Marketing : CRM Change Request Management Marketing : Service Request Management Ad-hoc reporting and Dashboard Management System Enhancement CRM Automation
a) Re-segmentation of entire Customer base b) Monitoring and validation of daily OCN (organisation) being created in SFDC and Oracle to ensure correctness. c) Monitoring the requests for OCN creation using the tool/mechanism designed for this purpose d) Highlighting any anomalies and escalating issues in a timely fashion to the manager CDT e) Maintaining the TAT (Turn Around Time) score as per the compliance and resolving complaints/ validating organizations that floats from touch points such as various Account Executive in 14 European countries, USA and Japan. f) Highlighting any anomalies and escalating issues in a timely fashion to the manager CDT g) Responsible for reconciliation and rectification of mismatches for customer segments i.e. SME, Major, Wholesale h) Responsible for error free customer segmentation and corporate linkages. i) Responsible for all customer segment change request process (online and offline) and annual customer re-segmentation. j) Responsible for Process documentation such as SOPS, operating model, Scope, SLA, KPI, Quality framework, Best practices and Process update documents. k) Responsible for validating the organisation creation in system by checking the VAT number, legal name as per the naming convention, DUNS number (by using Dun and Bradstreet Data base/ One source / Google / Company’s website) / employee count and company registration number. l) Responsible for Sales force ID creation and deletion and unlocking process for 14 European countries, USA and Japan. m) Responsible for bulk data upload in SFDC. n) Responsible for identified duplicate data, enrichment and segment validation errors. o) Critical resource for Business Continuity Programme for process p) BCP champion for Function q) Lead Auditor for BCP Organisation wide r) SPOC for ISO related task for process
a) Handling Complaint and requests of customers Via Service request, written communication and Fax. b) Monitoring and validation of daily adjustments being passed to ensure correctness. c) Maintaining the TAT (Turn Around Time) score d) Responsible for reconciliation and rectification of mismatches for postpaid subscribers e.g. Switch vs. Billing system mismatches etc. e) Responsible for error free billing in coordination with R.A., (i.e. to resolve pre billing error etc) f) Responsible for handling Bill payment rejections and to identify the failure reasons to minimize the rejections, and also reprocessing of the rejections. g) Handling the outsourced team of Customer care Executives regarding product and Application Training. h) Responsible for Scheduling messages to customers from Marketing team and for informative messages i) SPOC for all the Postpaid related VAS training. J) Responsible for error free bill Plan migration.