Vinod Pathak

About Vinod Pathak

An astute, results-oriented leader with proven success in the areas of investment HNI…

Experience

1. Manager Client Reactivation & Retention Pan India Online Channel

   Religare Broking Ltd

   Oct 2014 — Present · Noida, IN

   Interacting with all new customers and ensure high customer satisfaction is achieved through on boarding. Managing a team of people who would be handling calls and emails with respect to Customer enquiries related to product information. Effectively manage the customer queries and ensure speedy and timely resolution. Responsible for Customer Service - Activation & Retention, customer engagement programs, service plans. Managing the agreed levels of calling activity to raise revenue or volume streams in conjunction with sales team. Providing demonstration & ensure every customer shows high product usage within the first month of purchase. Identifying expansion opportunities to generate additional revenue (up sell/cross-sell) and ensuring that the appropriate sales and account management resources are engaged to maximize the opportunity. Ensure customer satisfaction. Identify any potential issues proactively before the customer reports them. Maintain high customer satisfaction ratings that meet company standards. To recruit, induct, develop and support a team delivering front line customer services to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity Build value-based relationships with customers ensuring that they remain customers of company product. Client Interaction, follow-ups of the escalated Issues taken care to avoid the Communication GAPs and smooth functioning of Process Responded to customer/client complains via calls/email inquiries regarding online & mobile trading. Providing after sales service and provide complete demonstration about the product. To supervise the workload of the team, allocating team members to optimize service provision and administrative support across the hours of the operation of the Contact Centre. Maintaining daily reports for the Executives such as Login Hrs, staffing, Quality Analysis & counseling, Attrition, Shrinkage,

Skills

• Sales Management
• Portfolio Management
• Team Management
• Crm
• Customer Service
• Business Relationship Management
• Services Marketing
• Data Analysis
• Business Development
• Employee Engagement
• Banking
• Bpo
• Customer Retention
• Product Promotion
• Business Process Improvement
• Capital Markets
• Customer Satisfaction
• Management
• Finance
• Mis
• Analysis
• Financial Services
• Sales
• Talent Acquisition
• Relationship Management
• Cross Selling
• Business Strategy
• Leadership
• Sourcing
• Investments
• Human Resources
• Team Building
• Coaching
• Microsoft Office
• Technical Recruiting
• Benefits Negotiation
• Interviews
• Employee Relations
• Performance Management
• Screening