Summary
Overview
Work history
Education
Skills
Interests
Languages
Certification
Work availability
Timeline
Generic
PARUL KATARIA

PARUL KATARIA

Ludhiana, DUBAI,INDIA

Summary

Experienced management professional with history of success in developing and implementing customer relationship management strategies that drive business growth. Possesses skills in analysing customer data and utilising CRM tools to deliver personalised experiences and improve customer retention. Excels at achieving long-term client sustainability.

Overview

19
19
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work history

CRM Sr. Manager (Circle)

Netplus Broadband Services PVT. LTD
Ludhiana, punjab
02.2016 - Current
  • Working with Netplus Broadband Services, Job profile is to manage the Life cycle of Wire line Customers
  • Managed calendar for multiple CRM channels, tracking progress and reporting results.
  • Elevated campaign efficiency and quality to improve key engagement metrics.
  • Boosted customer retention by coordinating launch of new loyalty programme.
  • Segmented customers to deliver tailored retention, conversion and activation campaigns with maximum impact.
  • Delivered lifecycle, transactional and marketing communications across various channels.
  • Owned optimisation of data-driven CRM strategy to achieve set objectives.

Zonal CRM Executive

Quadrant Televenture, HFCL Infotel, Infotel
Ludhiana, india
08.2009 - 02.2016
  • Worked with Quadrant Televenture (Formally Know as HFCL, Job profile is to handle the Zonal Retention
  • Handled negotiations with outside vendors and service agencies to meet group needs.
  • Drafted procedural statements and guidelines for company-wide use.
  • Planned revenue generation strategies designed for growth.
  • Analysed and resolved complex resource management issues for optimised scheduling.

Sr. Lead Officer

BHARTI AIRTEL SERVICES, BHARTI AIRTEL
Bathianda , India
10.2007 - 08.2009
  • For 2 years
  • Job profile was to handle the ARC (AIRTEL RELATIONSHIP CENTER)
  • Also responsible for the CHURN of the ARC and also help in to achieve the Zonal target
  • Also responsible for the COLLECTION of the ARC
  • Also responsible for the ICE of the ARC
  • Also responsible for the ARC INDEX.

Customer Care Representative

OMNIA BPO Services
Noida . UP, India
11.2006 - 10.2007
  • Earlier working with Omnia BPO services NOIDA as a TEAM LEADER for 10 months
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Transferred customer calls to respective department or personnel to address specific issues.
  • Assisted manager in implementing and updating procedures to sustain quality standards.
  • Troubleshot glitches and provided techniques to smooth workflow for customers.
  • Scheduled customer appointments and sent reminders to maintain active schedule.

Customer Care Representative

E2E Serwizsol Solution
Chandigarh, India
03.2005 - 11.2006
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Transferred customer calls to respective department or personnel to address specific issues.
  • Provided information regarding warranties, promos and loyalty programs to enhance customer satisfaction.
  • Participated in staff meetings to discuss new developments.

Customer Service Executive

ORION DIALOG
Chandigarh, India
08.2004 - 02.2005
  • Exceeded targets by delivering comprehensive and consistent service.
  • Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues.
  • Escalated complex issues quickly to supervisors to avoid lost revenue.
  • Resolved complaints with proactive problem-solving and analysis.
  • Adhered strictly to policies and procedures for continued company compliance.

Education

Bachelor of Arts - ARTS

Calorx Teachers University
Ahmadabad, Gujrat
06.2010 - 05.2012

12th STD -

Central board of Higher Education
Delhi
04.2004 - 05.2005

10th Std -

Sada Ram Bansal School
Kotkapura/India
04.1997 - 05.1998

Skills

  • Advanced Microsoft Excel
  • Complaint management
  • CRM Systems knowledge
  • Customer experience strategy
  • Logistics policies and procedures
  • Training and development
  • Personnel training and development
  • Complaint resolution
  • Customer relations
  • Administrative support
  • Effective workflow management
  • Customer Relationship Management Software (CRM)
  • MS Office expert
  • Customer service
  • Employee management
  • Negotiation expert
  • Time management

Interests

Hobbies: , Making friends and Riding bikes

Languages

English
Native
Hindi
Fluent
Punjabi
Fluent

Certification

  • Employee Engagement Training
  • Customer Experience (CX) Foundations


Work availability

Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Timeline

CRM Sr. Manager (Circle)

Netplus Broadband Services PVT. LTD
02.2016 - Current

Bachelor of Arts - ARTS

Calorx Teachers University
06.2010 - 05.2012

Zonal CRM Executive

Quadrant Televenture, HFCL Infotel, Infotel
08.2009 - 02.2016

Sr. Lead Officer

BHARTI AIRTEL SERVICES, BHARTI AIRTEL
10.2007 - 08.2009

Customer Care Representative

OMNIA BPO Services
11.2006 - 10.2007

Customer Care Representative

E2E Serwizsol Solution
03.2005 - 11.2006

Customer Service Executive

ORION DIALOG
08.2004 - 02.2005

12th STD -

Central board of Higher Education
04.2004 - 05.2005

10th Std -

Sada Ram Bansal School
04.1997 - 05.1998

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PARUL KATARIA