Sandesh Rajana
Customer Relationship Manager
Hyderabad
Summary
Accomplished Customer Relationship Manager with a proven track record at Baptcare, enhancing customer retention through strategic CRM initiatives and data-driven decision-making. Skilled in data analysis and fostering excellent relationships, achieved a significant boost in customer engagement. Expert in aligning CRM strategies with sales goals, demonstrating a unique blend of technical and interpersonal prowess.
Overview
6
6
years of professional experience
2
2
Certifications
Work History
Customer Relationship Manager
Baptcare
04.2022 - 03.2024
- Developed and executed CRM strategies that increased customer retention by 25% within the first year.
- Led a team of 10 CRM specialists, achieving a 30% improvement in customer response times.
- Implemented a customer loyalty program that boosted repeat business by 20%.
- Utilized data analytics to identify customer trends, resulting in targeted marketing campaigns and a 15% increase in customer engagement.
- Collaborated with sales and marketing teams to align CRM initiatives with business goals, leading to a 10% increase in overall sales.
- Monitored and reported on CRM performance metrics, providing actionable insights to senior management.
- Ensured data integrity and compliance with data protection regulations.
- Conducted training sessions to enhance team skills and promote a customer-centric culture.
Assistant Manager - Training and Development
Europcar
02.2021 - 04.2022
- Assist in designing, developing, and implementing comprehensive training programs that address the needs of the organization and its employees.
- Conduct training needs assessments by analyzing performance data, consulting with managers, and evaluating employee feedback.
- Identify gaps in skills and knowledge and recommend targeted training interventions.
- Monitor and evaluate the effectiveness of training programs through assessments, feedback surveys, and performance metrics.
- Analyze training outcomes and make data-driven recommendations for improvements.
- Work closely with department heads and HR to align training programs with organizational goals and strategies.
- Communicate training plans and updates to stakeholders, ensuring transparency and alignment.
Customer Service Officer
ANZ Banking Group
05.2020 - 01.2021
- Provide exceptional service by assisting customers with inquiries, account management, and transactions.
- Resolve customer issues efficiently, achieving a first-call resolution rate of 90% and maintaining a customer satisfaction score of 95%.
- Support sales initiatives by identifying customer needs and cross-selling banking products, contributing to a 15% increase in product adoption rates.
- Generate regular reports on customer interactions and service performance, using metrics such as average handling time (AHT) and Net Promoter Score (NPS) to drive continuous improvement.
- Identify and mitigate potential risks by adhering to security protocols and reporting suspicious activities, reducing compliance incidents by 20%.
- Implement strategies to enhance customer loyalty, resulting in a 10% increase in customer retention rates.
Lead Customer Experience Manager
Melbourne Cricket Ground
08.2018 - 02.2020
- Develop and maintain detailed customer journey maps to understand and improve every touchpoint in the customer lifecycle.
- Analyze journey data to identify pain points and opportunities for enhancement, leading to a 15% improvement in customer satisfaction scores.
- Use qualitative feedback and quantitative data, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores, to continuously refine the strategy.
- Use predictive analytics to anticipate customer needs and behaviors, resulting in a 20% increase in proactive service interventions.
- Work closely with marketing, sales, product development, and customer service teams to ensure a cohesive and seamless customer experience.
- Facilitate regular cross-functional meetings to discuss customer insights and align on CX initiatives.
- Establish key performance indicators (KPIs) for customer experience and regularly report on performance against these metrics.
- Utilize customer experience metrics such as NPS, CSAT, and Customer Effort Score (CES) to gauge success and identify areas for improvement.
- Leverage customer data to create personalized experiences that drive loyalty and repeat business.
- Implement personalized marketing and communication strategies, resulting in a 30% increase in customer engagement.
Education
MBA - Sales And Marketing Education
RMIT University
Melbourne, Australia 04.2001 -
BBA - Marketing Management And Research
KL University
Vijayawada, India 04.2001 -
Skills
- Customer Relationship Management (CRM)
- Data Analysis and Reporting
- Sales and Marketing Collaboration
- Performance Monitoring and Reporting
- Customer Segmentation and Targeting
- Technology Integration and Optimization
- Excellent Communication and Interpersonal Skills
Certification
Certified Customer Relationship Management Professional (CCRMP)
Timeline
Advanced Data Analytics Certification
03-2023
Customer Relationship Manager
Baptcare
04.2022 - 03.2024
Certified Customer Relationship Management Professional (CCRMP)
01-2022
Assistant Manager - Training and Development
Europcar
02.2021 - 04.2022
Customer Service Officer
ANZ Banking Group
05.2020 - 01.2021
Lead Customer Experience Manager
Melbourne Cricket Ground
08.2018 - 02.2020
MBA - Sales And Marketing Education
RMIT University
04.2001 -
BBA - Marketing Management And Research
KL University
04.2001 -
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