Open to opportunities

Sneha Jaiswal

@snehajaiswal

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Experienced operations and customer service professional with 14+ years.

India

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What I'm looking for

I am looking for a role that offers growth opportunities, a collaborative environment, and the chance to leverage my skills in operations and customer service.

I am an enthusiastic and reliable professional with over 14 years of experience in Operations, Customer Service, and Retention. My career has been marked by a consistent record of exceeding targets and boosting revenue through effective customer acquisition and retention strategies. I possess a strategic ability to coordinate with various functions to ensure smooth operations management, implementing plans, monitoring progress, and balancing resources effectively.

Throughout my career, I have gained extensive experience in diverse sectors including Manufacturing, Insurance, and Healthcare. I excel in maintaining client relationships, resolving critical service-related issues, and implementing procedures that drive business excellence. My solutions-driven approach and customer-centric mindset have enabled me to lead teams successfully, manage projects efficiently, and achieve significant improvements in customer satisfaction and loyalty.

Experience

Work history, roles, and key accomplishments

Head - Customer Acquisition & Retention

Team Ashirvad Pipes Pvt. Ltd by Aliaxis

Dec 2022 - May 2024 (1 year 5 months)

Designed and executed targeted marketing campaigns, boosting customer acquisition by 20%. Implemented a loyalty program, enhancing customer retention by 15%. Conducted market research to identify new segments, driving a 25% growth in the customer base.

Customer Acquisition Marketing Campaigns Customer Retention Market Research Customer Satisfaction Loyalty Programs Strategic Planning Team Leadership

AVP - Customer Support & Process Excellence

Kenko Health

Apr 2022 - Nov 2022 (7 months)

Led a team of 150 customer support reps, increasing customer satisfaction by 15% and reducing response time by 10%. Initiated process improvements, cutting complaint resolution time by 20% and boosting team productivity by 25%.

Customer Support Team Leadership Process Improvement Training Development Productivity Customer Satisfaction Onboarding

Senior Manager - Customer Experience-DTC & DTX

MedGenome Labs

Jul 2021 - Apr 2022 (9 months)

Led development of customer-centric strategies, increasing satisfaction by 20% and loyalty by 15%. Managed a cross-functional team to streamline customer experience, reducing complaints by 10%.

Customer Experience Strategy Development Team Management Customer Satisfaction Product Enhancement Training Development

Product Manager CRM & Call Centre

Medisync Health Management Services

Aug 2020 - May 2021 (9 months)

Streamlined the call center and successfully on-boarded 18 hospitals in the network. Demonstrated excellent product knowledge and provided tailored product recommendations to customers, resulting in a 45% increase in sales.

Product Management Call Center Operations Product Knowledge Customer Feedback Team Coordination

Manager Customer Support

Humain Health

Jan 2020 - May 2020 (4 months)

Successfully developed the B2B business with 85% contribution in revenue. Developed the training manual and process guide, creating an automated dashboard for performance and reports.

B2B Customer Support Revenue Training Development performance reporting Content Creation

Sr. Manager Operation

Ehomey.in

Dec 2015 - Nov 2019 (3 years 11 months)

Streamlined operational processes by implementing a new inventory management system, resulting in a 20% reduction in overall costs and a 30% increase in productivity.

Operations Management Inventory Management Productivity Strategic Planning Customer Satisfaction Team Leadership Process Optimization

Sr. CSR Operations

Hilti India Pvt. Ltd.

Aug 2010 - Aug 2015 (5 years)

Awarded Employee Of The Month for efficiently securing business growth credits and maintaining SLA with the highest productivity score. Recognized for effectively managing back-end sales.