Garima Srivastava

Key account handling with a team of 20 Executives (onboarding and client servicing) for Music, Math, Art, K10, K12 & Coding Curriculums. Lead generation & creating Zoom meetings. Demo of the platform, negotiation & closure. Working on Customer tickets resolving issues & end to end closure. User Engagement and student & teacher query resolution.

Handling a team of 24 Executives for contact center & email helpdesk. Resolving Queries and concerns of Merchants using Axis Bank EDC machine. Upsell, Cross sell and renewals of accounts. Replying to queries related to Payments, changes in details, Machine issues basis TAT assigned.

Handling a team of 15 people. Contributed in developing the team & processes from scratch. Key account handling (onboarding and servicing) of big brands around 2000 plus accounts. Creating meetings with senior managements (CEO/CFOs) of brands for tie ups. Catalog creation, Improvement and Inquiry generations. Data/Catalog maintenance and client engagement. Involved in Hiring & training of Consultants, Pre-Sales & Client Servicing managers. Training needs Identification for team members by analyzing their inputs, outputs & performance. Onboarded brands like, Tata Motors, KSB Pumps, Eicher, Mahindra, Hyundai Excavators, New Holland, Massey Ferguson, JCB, Dentsply Sirona, Marino Laminates, Kirloskar, Sharp, Schindler, Otis, Godrej Material handling and many more.

Work from home with Help chat(Akosha) being a part of their contact center - chat process for a year.

Content Development with Knowledge Management, timely updating job Knowledge Portal with all new products, processes & policies. Imparting Training to CSD team members, contact Centre Leadership & Branded Retail Executives and Conduct Online Job Knowledge, Quizzes on regular basis. Handling New Product & process for launches the Circle with imparting of training modules to the touch points Ensuring Quality Checks. Mystery Audits & Improvements in working process. Conducting New Hire Induction Program for Customer Care Employees, Store manpower and Customer service representatives/Executives.

DAKC SPOC for New application launches & implementation for 22 circles PAN India. Conducting Online Trainings for New application launches across PAN India Stores. Maintaining Daily, Monthly & yearly MIS for Retail Business. Target Vs Achievement profitability analysis of RMSs (Reliance Mobile Stores) and productivity analysis of Retail & Direct Sales Leads.