Customer acquisition
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Abhinit Gogia
Customer Experience Management Expert
New Delhi
Summary
Forward-thinking Senior Executive with proven record of accomplishment in Customer Experience Management during 15 year career. Driven and ambitious change manager dedicated to continuous business improvement focused on enhancing revenue and streamlining business operations. Thoughtful leader of workplace and employees with introduction of innovative office norms to boost productivity and worker satisfaction.
Overview
3
3
Languages
7
7
Certifications
4
4
years of post-secondary education
16
16
years of professional experience
Work History
Founder
Utter now Private Limited
2019-03 - Current
- (1 year 7 months +) UtterNow is a customer data platform that helps in real-time decision making.
- Our mission is to digitize, enhance, & standardize the retail shopping experience.
- We are creating a customer satisfaction index that will act as an economic indicator to measure consumer satisfaction in real-time across your neighborhood.
- Negotiated terms of business acquisitions to increase business base, solidify market presence and diversify offerings.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Investigated and addressed business development challenges to proactively mitigate problems.
- Conducted target market research to scope out industry competition and identify advantageous trends.
- Introduced new matrix organizational plan with clear roles and responsibilities to enhance processes while ensuring quality and regulatory compliance.
- Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
- Reviewed individual department performance and worked with leadership to improve processes, procedures and practices.
- Directed technological improvements, reducing waste and business bottlenecks.
- Developed innovative sales and marketing strategies to facilitate business expansion.
Team Manager
First Abu Dhabi Bank, FAB
2008-12 - 2019-04
- Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Assisted floor leaders by providing live status and performance reports to provide information on areas for improvement.
- Engaged in continuous learning and development opportunities to promote continued performance improvement.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Consistently maintained NPS & customer service satisfaction ratings through quality control and live monitoring.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Leveraged sales expertise to promote tag products and capitalize on upsell opportunities.
- Delivered engaging sales presentations to new clients, explaining technical information in simplified language to promote features and increase client base.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Collaborated with internal teams and suppliers to evaluate costs against expected market price points and set structures to achieve profit targets.
- Improved sales processes to streamline customer acquisition and onboarding strategies.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies.
- Tracked trends and suggested enhancements that would both challenge and refine company's product offerings.
Service First Leader
FGB
2014-01 - 2015-08
- Selected as a Service First Leader by the bank to help employees upgrade their service skills and assist the bank in building a superior service culture. Was trained by Ron Kaufman's Up! Your Service College.
- This was a great opportunity which involved non traditional ways of creating service champions across the organization.
- It was a job of trainer/facilitator wherein I assisted my colleagues understand the value & levels of service, thus helping my company become The First Choice of Customers.
- Facilitating Training Sessions
- Identifying Service improvement Opportunities (SIO)
- Process Mapping
- Conducting Application Workshops
- Process Improvements
- Employee Engagement.
Sr. Cst. Service Representative
IBM
2008-04 - 2008-09
- Resolved problems, improved operations and provided exceptional service.
- Served customers in a friendly, efficient manner following outlined steps of service.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used coordination and planning skills to achieve results according to schedule.
- Drove operational improvements which resulted in savings and improved profit margins.
- Developed and maintained courteous and effective working relationships.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Sr. Cst Service Representative
MakeMyTrip
2006-04 - 2008-04
- Established excellent sales ability and strong interpersonal skills with confident and persuasive approach.
- Overcame objections using friendly, persuasive strategies.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Escalated concerns or problem calls to management staff.
- Displayed excellent sales skills and understanding of such skills.
- Applauded for providing the best customer service
Education
Project Management
London School Of Business And Finance LSBF
2014-01 - 2015-01
Bachelor of Arts Tourism and Travel Services Management
Dyal Singh College
2003-01 - 2006-01
Skills
Business Development
Recruitment and hiring
Project Management
Revenue Generation
Staff Management
Operations management
Business administration
Conflict resolution
Additional Information
- Award of Appreciation - FIRST GULF BANK Awarded for dedicated service, commitment & contribution
- Jae'zati Performance Recognition Award - FIRST GULF BANK
- Most Valuable Performer - FIRST GULF BANK Won this award on several occasions
- Excellence in Service Quality - FIRST GULF BANK Won this award on several occasions
- Cross Sell Champion - FIRST GULF BANK Won this award on several occasions
- Bravo Award - First Abu Dhabi Bank Oct 2017 Leadership Award
Accomplishments
- Collaborated with team of 9 service managers in the development of Service First Project by Ron Kaufman to improve 100 processes across the organization.
- Supervised team of 35 staff members.
- Reduced TAT for card blocking process from 2 days to 20 minutes by eliminating unnecessary tasks & adding meaningful verifications.
- Increased employee productivity by 20% by incorporating "Red Bull Talk" in the team meetings. A tool designed by me to motivate employees & help them learn new tasks while doing their current tasks efficiently.
- Certified Trainer from Ron Kaufman
- Certified Project Manager from LSBF
- Onboarded 200+ businesses during the soft launch of my startup by conducting business focus groups & maintaining relationship with traditional retailers.
Affiliations
TiE Delhi (Member)
Startup Lanes (Member) (Startup Community)
PushStarters (Member) (Startup community)
BSI (Ex member) (Business Community)
Member of Retail Association in one of the retail markets in Delhi
Software
PowerPoint
Customized CRM
Excel
Aircall
Slack
Jibble
Zoho
Languages
English
Hindi
Arabic
Certification
Certified Project Manager (LSBF)
Certified Course Leader (Up! Your Service)
Achieving Customer Engagement (Edcomm)
Presentation Skills (Edcomm)
Strategic Thinking (Harvard Business Publishing)
Feedback Essentials (Harvard Business Publishing)
Project Management (Harvard Business Publishing)
Timeline
Founder
Utter now Private Limited
2019-03 - Current
Service First Leader
FGB
2014-01 - 2015-08
Project Management
London School Of Business And Finance LSBF
2014-01 - 2015-01
Team Manager
First Abu Dhabi Bank, FAB
2008-12 - 2019-04
Sr. Cst. Service Representative
IBM
2008-04 - 2008-09
Sr. Cst Service Representative
MakeMyTrip
2006-04 - 2008-04
Bachelor of Arts Tourism and Travel Services Management
Dyal Singh College
2003-01 - 2006-01
Project Management (Harvard Business Publishing)
Feedback Essentials (Harvard Business Publishing)
Strategic Thinking (Harvard Business Publishing)
Presentation Skills (Edcomm)
Achieving Customer Engagement (Edcomm)
Certified Course Leader (Up! Your Service)
Certified Project Manager (LSBF)