Rodney Barnes
Client Excellence and Relationship Manager at EmeritusClient Excellence and Relationship Manager:
Emeritus/Mumbai/May 2017-Current
· Set up the process of customer excellence and relations with a team of 14 PA’s.
· Managing and resolving escalations from the school and the customers.
· Liaising all communications between the school and the organization.
· Ensuring every email and escalation is adhered and responded to within TAT.
· Brought down the resolution time to 3 hours from 9 hours in 3 months.
Team Leader - Inbound Sales and Customer service:
· Set up the complete inbound process for sales and inbound calls from 2 PAs to 18 PA’s.
· Managing the complete inbound queue which includes deciding when and which queues to start and pause.
· Ensuring maximum number of calls are answered and serviced. Achieved a 98% answer rate from a 40% answer rate in 3 months.
Team Leader - Outbound Sales:
· Managing a team of 23 agents with 12 different courses which included 8 certificate and 4 Post Graduate Diploma courses with a total of 1,200+ enrolments per quarter with a ticket size of $1,750,000.
· Ensuring that the team meets their sales goals every quarter.
· Managing my teams KPI (Key Performance Indicators): Talk time, Number of dials, Conversion rate, Quality and Attendance.
· Working closely with the marketing team and deciding on when and where to market for a course.
· Managing Bottom Quartile and PIP for PAs to not only ensure that they come up the benchmark but also perform better once they are out of the management plan.
· Handling supervisor calls and handling supervisor e-mails. Managing training sessions with new joiners.
· Coming up with new strategies and execution plans to ensure that the number of sales picks up every quarter.
Program Advisor
Selling course, advising about courses and assisting customers:
· Build and manage lead pipeline of multi discipline education programs from globally renowned Business Schools such as MIT Sloan, Columbia, Cambridge, NYU, etc.
· Providing in depth and customized information to interested executives who enquire on comprehensive leadership development programs through phone and email.
· Guiding and following up on program milestones, documentation, timelines and payments with customers.
· Demonstrating abilities to leverage internal and external relations with other departments to move the lead through pipeline stages.
· Mentoring, Training and Managing new team members with process knowledge and using the platform to ensure that they are updated with all process related queries.
Associate Consultant
Antal International/Mumbai/December 2015-February 2017
Business development, Head Hunting, Sourcing, Recruitment, End to End Recruitment and Follow up process:
· Sourcing candidates from Job Portals (Wisdom Jobs, Monster, Times Jobs, Shine, Naukri, etc.)
· Screen ascertaining the competence of candidates against a job description Meeting candidates in person, telephone, or video conference etc. to assess their qualifications.
· Keep your candidates in the loop.
· Showing or offering candidate resume to hiring managers to scrutinize or consider hiring them.
· Handling full life cycle recruiting interfacing with hiring managers, Sourcing/pre-screening candidates, and tracking candidates via various job portals industry contacts & internal candidate database.
Sales and customer care executive.
Tech Mahindra Business Services (3G Global)/Mumbai/October 2013-December 2015[U.K. Process]
Sales, Retention and Customer service:
· Selling of phones and plans to the customer.
· Advice the customer what best would suit their needs.
· Handling teams, training new hires and providing with floor support.
· Ensuring superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Sales and customer care executive.
JP Morgan Chase/Mumbai/October 2004-October 2013[U.S. Process]
Card activation and sales (8 years) & Collection process (1 year):
· Handling inbound calls for customer service and credit card activation.
· Reviewing the financial status of the card members.
· Advising and promoting payment plans and in credit card payoffs.
· Offering credit card protection plans and upselling insurance.
· Counselling and advising on how to maintain credit stability.
· Training team members on improving sales and customer relations.
Sales and customer care executive.
ICICI One source/Mumbai/July 2003-October 2004[U.K. Process]
Express gift Ltd process and Lloyd’s phone banking service process:
· Placing gift orders, communicating and interacting with clients and solving queries related to gift products, International Tele-Marketing.
· End to end Phone Banking, Customer services, Communication and interaction with customers.
· Managing and solving the leads end to end banking related queries.
Awards and Recognition till date:
· Highest enrolments in Digital Marketing – Best ever in the company.
· Superlative quality performances in customer service – Best across LOB’s.
· Superior service team – Best service provided across LOB’s.
· Trail blazer award – Highest balance transfer amount.
· 100% Quality – Achieving 100% on every call monitored in the quarter.
AVAILABLE FOR INTERVIEWS ON VISIT VISA
Last Resume Update | July 22, 2022 |
Address | Dubai, United Arab Emirates |
rodneybarnes19@gmail.com | |
Phone Number | +971 586550348 |