Deshna Jhaveri
Dubai,UAE
Summary
Driven Key Account Manager with experience in first-class sales service, offering excellent budget-control and negotiation skills for profitable stakeholder relations. Proactive and professional for responsive team support in pressured, target-driven environments.
Overview
7
7
years of professional experience
18
18
years of post-secondary education
Work History
Key Account Manager
Nivoda LLC
Dubai, UAE
09.2022 - Current
- Identified new business opportunities and increased lead generation to grow profits.
- Communicated new products and services to drive customer interest and boost sales.
- Resolved client complaints quickly and used feedback to improve account management services.
- Maintained client records in bespoke CRM systems, ensuring streamlined data processes for maximum efficiency.
- Reported on account progress, targets and forecasts and sought solutions to performance issues.
- Highlighted growth opportunities within current client accounts and campaigns to increase revenue.
- Coordinated client and stakeholder communications to achieve mutually beneficial outcomes.
- Provided first-class client services, from onboarding to daily account management.
- Followed industry trends and set pricing strategies to maximise business returns.
- Monitored competitor activities, responding creatively to maintain relevancy and competitive edge.
- Drove business growth within specified sales territories through strategic and tactical solution implementation.
- Employed exceptional rapport-building skills to nurture key relationships.
- Led client negotiations and supply contracts to achieve cost-effective outcomes.
- Managed stock within set minimum and maximum levels to serve customers without over-extending finances.
- Created seasonal sales plans with varying stock and promotional strategies.
- Determined strategic direction of organisation based on industry knowledge and market research.
Seller support associate
Lumina Datamatics Ltd.
Mumbai, India
08.2021 - 09.2022
- Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
- Adjusted inventory levels to keep obsolescence and cost low.
- Selected, trained and performance-managed staff to build results-focused team.
- Defined KPI targets to maintain solid standards of work in Activation Project and Incubation Project team.
- Maximised client success, educating on financial and operational strategies to support account growth.
- Represented company at industry events, networking to increase client engagement and identify new opportunities.
- Documented account activity and worked within data security guidelines to safeguard confidentiality.
- Monitored customer trends and account performance to proactively identify and rectify challenges.
Chat support executive
Tech Mahindra Business Services Ltd.
Mumbai, India
10.2019 - 08.2021
- Managed the project Three Ireland Network Services.
- Worked as MIS and Impact Measurement Advisory for service enhancements and project progress.
- Used JIRA to track support tickets and document actions.
- Distilled complex technical information into easily digestible instructions for end-users.
- Performed root cause analysis by asking right set of questions and determining the solutions over live chat with the Three customers.
- Cross-selling new Handsets to customer's eligible for an upgrade post their Contracts End Date.
- Trained in SQL at Beginner Level (Create & Pull Data from Hyperbrio to reform the data on Cognos and streamline the data to Excel )
- Administered report management, generated reports on Customer Support Representatives performances, Monitoring Average Response Time of the Agents and maintaining Port In/Port Out data.
- Advise on factors resulting in Port Out - brought enhancement over Upgrade Offer's.
- Led a team of 10 Customer Support Representative's and reported to the Project Manager.
Operations officer
Citibank NA
Mumbai, India
10.2017 - 10.2019
- Used Citi's customer relationship management software to record detailed notes.
- Performing root cause analysis by probing and determining the right solution over the phone call in real time.
- Cross-selling products like Personal Loans, Ready Credit facility and Credit Cards.
- Coordinated advanced help for complex issues regarding Salary Credits, Bank Charges and Interest Credits.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Star Performer for 3 consecutive months.
- Certified by Dale Carnegie on Assertive Communication.
- Partnered with Payment Gateway Teams like CC Avenue, Google Pay, PayPal - validated the transactions to ensure timely reversal in case of payment failures.
- Managed NRO/NRE accounts along with FD's using Putty software for each enquiry.
- Driving Sales, Buddy-Up with New Joiners and meet the OKR.
Education
High School Diploma -
Jamnabai Narsee International School
Mumbai 04.1999 - 06.2010
Bachelor of Commerce - Banking, Investment and Insurance
Tolani College of Commerce
Mumbai, India 04.2011 - 06.2015
Master of Business Administration - Banking, Investment and Insurance
Prin. L.N. Welingkar Institute of Management
Mumbai, India 07.2020 - 12.2022
Skills
- Client relationship management
- B2B account management
- Upselling and cross-selling techniques
- Resource allocation
- HubSpot
- Account management
- Customer retention strategies
- Employee coaching and mentorship
- Key Performance Indicator (KPI) management
Languages
English
Fluent
Gujarati
Fluent
Hindi
Fluent
Marathi
Elementary
Punjabi
Intermediate
Affiliations
- Canvas Painting
- Fabric Painting
- Reel Creator
Quote
The human brain is an incredible pattern-matching machine.
Jeff Bezos
Timeline
Key Account Manager
Nivoda LLC
09.2022 - Current
Seller support associate
Lumina Datamatics Ltd.
08.2021 - 09.2022
Master of Business Administration - Banking, Investment and Insurance
Prin. L.N. Welingkar Institute of Management
07.2020 - 12.2022
Chat support executive
Tech Mahindra Business Services Ltd.
10.2019 - 08.2021
Operations officer
Citibank NA
10.2017 - 10.2019
Bachelor of Commerce - Banking, Investment and Insurance
Tolani College of Commerce
04.2011 - 06.2015
High School Diploma -
Jamnabai Narsee International School
04.1999 - 06.2010
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