Preeti Verma

About Preeti Verma

A professional with an experience of over 24 years of working with reputed organizations and managing business operations with a key focus on top-line profitability while ensuring optimal utilization of resources with diverse industries. Comprehensive experience in planning and executing Customer Service operations for large setups, evolving expansion programs, and reviving and building up strategic business areas from the germination level to ensure the retention of customers. Proficiency in designing systems & processes for change management in customer service operations entailing mapping business processes and studying customer/consumer trends to design solutions, ensuring business functionality adherence & enhancing competitive advantage. Possess a clear understanding of industry & technology trends in diverse industries with the distinction of instituting quality control techniques to achieve service excellence at the lowest overall cost through innovative product feedback analysis and coordination. A leader with distinguished abilities in managing & leading teams for running successful process operations & experience in developing service standards (SLAs/TATs) for performance excellence.

Experience

1. Assistant General Manager - Customer Service

   Micromax Informatics Ltd

   Jul 2010 — Present · Gurgaon, IN

   Spearheading responsibility for managing the gamut of operations pertaining to the Customer Service, encircling Deployment, Support, Retention and Competence Centre, to provide services delivery on all Micromax suite, assisting partners in maximizing revenue opportunities. Contract and commercial reviews to ensure services and support scope are well defined and associated risks are identified and reasonable. Strategic goal setting and implementation of group objectives to ensure the group understands it, performs and maximizes business success. Evaluating existing SOPs and working towards continuous process improvement plans. Performing all incident analysis and provide timely feedback into the appropriate teams in order to drive improvements in areas contributing to the reported incidents. Overseeing and innovate service offering, process and system improvements in the areas of the support organization. Responsible for implementing back end projects to ensure enhanced customer experience and end to end service monitoring. Refined the warranty claims cell/ DOA for Service function. Responsible for SAP implementation as CTM for Service function of mobility as well as CE division. Implementation of GST including partner’s returns. Rolling out new CRM called m-ORBIT including development.As Senior Manager & Manager - Implementing quality systems & processes across the service network to build service levels in line with the vision of the organisation. Ensuring adherence of the defined norms for service quality and root cause analysis for identifying gaps in the existing processes and recommending the amendments. Undertaking service monitoring across the service network to ensure timely service delivery and enhanced service standards. Worked on a project for bringing excellence and continual improvement in Customer Service operations related to spare planning, logistics and warehouse working.

Education

• Swami Vivekanand Subharti University (SVSU), Meerut

  Master's degree, Political Scienc

  2018 — 2020

• The Army Public School

  XII, Humanities

  1992 — 1997

• Symbiosis Institute of Management Studies

  PGDCRM, CRM

  2011 — 2012

• Chaudhary Charan Singh University

  Bachelor of Laws - LLB

• Manipal Academy of Higher Education

  Project Management, Project Management

  2016 — 2016

• Symbiosis Institute of Management Studies

  PGDBA, Marketing

  2002 — 2004

• National Institute of Information Technology

  ANC, Languages programing

  1997 — 1998

• Delhi University

  Bachelor of Arts (B.A.), Humanities

  1997 — 1999