I.LIDIYA ROSLINE                                                    

Mobile:  +91 638 3029 078

E-Mail:  [email protected]

LinkedIn:  https://www.linkedin.com/in/lidiya-rosline

 

 

Personal Particulars

Permanent Address: Puducherry-605004, India

Nationality: Indian | Gender:  Female | Date of Birth: 17-12-1992

 

SUMMARY

 

• An astute and accomplished professional with over five years of experience in the entire gamut of Customer Relationship Management, Issue Resolution, Office Management and Administration
• Extensive cross-functional leadership experience across all the areas of Administration, Asset Management, Vendor Management, Facility Management, Billing& Operation, Hospitality Management, and Client Coordination
• Hands-on experience in preparing and coordinating the presentation materials for the strategic plan budget and ensuring professional presentation, completeness, and timeliness
• Dexterous in developing and nurturing productive client relationships, ensuring customer satisfaction through addressing customer issues and providing solutions that reflect company characteristics and accurately resolve a client’s concern
• Adept at establishing work schedules and procedures and coordinating with other work units or departments
• Exhibited qualities by handling high-maintenance clients and working with senior management in a fast-paced and rapidly changing environment
• Proven success in setting up new Processes and Policies, managing processes and accomplishing Customer Delight while ensuring compliance with quality standards, Operational Cost Optimization
• Deft in supporting efficiency and productivity through evaluation and improvement of operational procedures and best practices as per the industry standards
• An articulate communicator possesses superior leadership skills with an innate ability to interact effectively with people of various cultures & backgrounds and succeed in high-pressure & deadline-driven environments

 

 

KEY SKILLS

 

 

Strategic Planning Client Relationship Management Administration Management Team Management Business Analysis Operations Management Database Management Work Flow Management Process Improvement Training and Development Implementing-Market Strategies Report Generation Quality Analysis Risk Management Customer Needs Analysis

 

TECHNICAL SKILLS

• Microsoft Applications like Microsoft Word, Microsoft Excel, Microsoft PowerPoint
• Tally 9.1

 

 

WORK EXPERIENCE

Organisation  Designation  Duration  Iswarya Health Pvt. Ltd, India CRM Team Leader Aug 2020 – To date M/s. BL Enterprises Franchise Godrej Interior, India Sales Head Jul 2019 – Jul 2020 M/s.Aditya Birla Insurance Brokers Limited., India Assistant Manager Mar 2016 – Dec 2017

Overall Key Deliverables:

Working as CRM Team Leader:

 

Team Management:

• Supervision: Direct and manage a team of CRM Experts and Analysts
• Task Allocation: Distribute tasks and projects to team members, guaranteeing an equitable distribution of workload
• Performance Evaluation: Monitor metrics pertaining to both individual and team performance, including customer feedback, data precision, and response speed
• Skill Enhancement: Offer training sessions, mentorship, and direction to enhance the CRM capabilities of the team

Customer Data Handling:

• Data Input and Preservation: Ensure that the CRM system consistently has precise and current customer details
• Data Integrity: Set and enforce standards for data quality, ensuring consistent accuracy and trustworthiness
• Data Review: Leverage CRM information for analysing customer trends, segmentation, and profiling

Process Oversight:

• Workflow Refinement: Refine and simplify CRM processes to boost productivity
• Process Records: Formulate and update records of CRM methodologies and routines

Customer Engagement:

• Client Support: Aid in addressing intricate customer questions or challenges
• Issue Escalation: Supervise escalated customer situations, ensuring swift resolution
• Feedback Acquisition: Compile and register customer opinions and recommendations for enhancing procedures
• Data Presentation: Formulate and scrutinise CRM analyses to derive insights on customer actions and patterns

CRM Software Oversight:

• System Management: Supervise the CRM platform, focusing on aspects like user permissions, safety measures, and settings
• System Integration: Guarantee seamless synchronisation of the CRM tool with other pertinent systems and platforms
• Software Maintenance: Regularly update the CRM application to incorporate the newest functionalities and fixes

 

Other Responsibilities:

• Responsible for managing entire store operations
• Assisting sales team for product sales and understanding the complex needs of different events, and diverse clients
• Managing a team of five members
• Responsible for retaining clients, sourcing quotes and servicing on claim parts as well
• Involving in general administration and confidential duties
• Building and steering sales team to deliver upon the commercial and operational expectations
• Handling external or internal communication or management systems
• Responsible for preparing reports and feasibility of the product at a specific site
• Developing sales strategies, ensuring the attainment of company sales goals and profitability

 

EDUCATION

 

• Master of Business Administration in Insurance from Pondicherry University, India - 2016
• Bachelor of Arts in Economics from Pondicherry University, India – 2014