Monima Pal
Business Bay,United Arab Emirates
Summary
Dynamic professional with a strong foundation in communication and negotiation, complemented by expertise in sales and retention. Demonstrates exceptional work ethic and proficiency in team handling, complaint resolution, and employee evaluation. Skilled in employee education and training, data management, as well as planning and coordination. Committed to leveraging these skills to drive organizational success and enhance team performance.
Overview
19
19
years of professional experience
2001
2001
years of post-secondary education
Work history
Retention & Sales
FX Smartbull
Dubai, United Arab Emirates
06.2025 - Current
- Developed tailored retention strategies to enhance customer loyalty and satisfaction.
- Collaborated with sales teams to identify upselling opportunities and improve overall performance.
- Analyzing churn data to identify trends and reasons for customer loss.
- Tracking KPIs like customer lifetime value, churn rate, and NPS (Net Promoter Score).
Retention Specialist
Woncore Private Ltd.
Colombo, Srilanka
03.2023 - 05.2025
- Developed and implemented customer retention strategies to enhance overall customer satisfaction.
- Provided training and support to team members on best practices for customer engagement and retention.
- Drive business and achieving consistent targets every quarter.
Floor Manager (Sales & Retention) & Business Development
Tribecho Services Pvt. Ltd.
Beau Bassin
03.2022 - 02.2023
- Handled Business Introducer.
- Formulate business strategy with others in the executive team
- Design policies that align with overall strategy
- Coordinate customer service operations and find ways to ensure customer retention
- Ensure compliance with local and international laws (e.g., data protection)
- Manage contracts and relations with customers, vendors, partners and other stakeholders
- Oversee expenses and budgeting to help the organization optimize costs and benefits
- Mentor and motivate teams to achieve productivity and engagement.
Team Coach (Retention) Business Development (IB)
E PACIFIC SERVICES Pvt. Ltd. (Markets.com)
Thane, India
12.2014 - 07.2021
- Managed 2 mentors (SME) (1st line Managers) who manages a team of 16 Retention Agents
- Functioned as Business Development (Handled IB from different Countries)
- Maintained and improved operational performance by completing action plans, resolving problems and controlling implementations
- Delivered business by generating spread and volume V/S Equity
- Guided exposure of trades to Mentors and Retention Agents
- Resolved client complains through escalations and retaining Clients
- Coordinated daily briefing, weekly meetings for internal and external groups, including teleconferences and videoconferences, interacting with all levels of management
Customer Care Officer
CONVERGYS
Thane, India
04.2012 - 01.2014
- Handled Sales Agents of Optus who was located in Australia
- Exceeded 90% quality goal by carefully applying scripts and personal knowledge to address and correct problems
- Delivered organizational development focused on business needs.
Client Relationship Associate
GRMTECH Solutions
Kolkata, India
11.2007 - 02.2009
- Handled debt consolidation of U.S clients of Oak View Law group
- Worked with Oak View Law group and handled debts to facilitate communication and deliver personalized solutions to customers
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction
- Developed strategic plans for day-to-day financial operations.
Customer Care Associate
Wipro
Kolkata, India
04.2006 - 10.2007
- Process United Health Group, handled the doctors and nurses for patient's insurance query
- Maintained good call control to quickly uncover questions and keep call times low
- Identified crisis calls and arranged for emergency assistance to resolve important problems such as immediate hospitalizations of US citizen
- Assisted inbound callers with payment information and support by skillfully operating multiple administrative systems
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Education
Bachelor of Science -
Calcutta University
Jammu, West BengalSkills
- Excellent communication and negotiation
- Excellent work ethic
- Team Handling
- Sales & Retention expertise
- Complaint resolution
- Employee Evaluation
- Employee education and training
- Data management
- Planning and Coordination
Languages
English
Hindi
Bengali
Personal Information
Date of birth: 11/20/79
Custom
Classical Dance
Timeline
Retention & Sales
FX Smartbull
06.2025 - Current
Retention Specialist
Woncore Private Ltd.
03.2023 - 05.2025
Floor Manager (Sales & Retention) & Business Development
Tribecho Services Pvt. Ltd.
03.2022 - 02.2023
Team Coach (Retention) Business Development (IB)
E PACIFIC SERVICES Pvt. Ltd. (Markets.com)
12.2014 - 07.2021
Customer Care Officer
CONVERGYS
04.2012 - 01.2014
Client Relationship Associate
GRMTECH Solutions
11.2007 - 02.2009
Customer Care Associate
Wipro
04.2006 - 10.2007
Bachelor of Science -
Calcutta University
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