Resume Leadership roles in customer success profiles in India Delhi

Fans On Stands (Enchante World) Vice President – Customer Experience, July 2019 till date Founding member of a distinguished Lifestyle Circle for the Elite group of customers, where one can make every precious minute count for more, easily and with the assurance of flawless execution. Established a lifestyle management firm offering a host of premium services, which helps to do more with efficient and well defined planning. Key Responsibilities: • Worked on the launch of business in partnership with Association of International Wealth Management of India. Managed the Business Development Team and Head of Sales in acquisition at ground level • Designing effective client relationship management, servicing and retention. Provide support with effective leadership and constant monitoring • Identify and create prospective B2B working relationship with top banks, corporates and existing Lifestyle concierges • Establishing long term merchant contracts and engaging in new contractual partnerships with the new suppliers and hotel chains • Closely work with the co-founders of the company, both domestic and international in developing long term strategic goals and accomplishment matrix • Classify budget projections accounting for the hiring, staffing, operational and other expenditures in line with the business objectives American Express India Private Limited Sr. Team Leader – Lifestyle, 02/ 2015 to June 2019 Managing and growing a team of Lifestyle Consultants (from 10 to 33 people in span of 3 years) who provide luxury concierge services to Premium and Centurion Card Members. As the head of Lifestyle Concierge, was directly responsible for micromanaging operations of the Lifestyle Concierge Team, serving as the face of the community and ensuring high-quality service for the companies’ card holders. The role entails collaborating with teammates and marketing management to uncover new business opportunities and strengthening relationships with high-profile clients. Key Responsibilities: • Supervising the work of all Lifestyle Consultants by providing oversight and leadership in the taking and responding to all lifestyle requests (as defined) received in person, by telephone, by email, any other digital channel or face to face meetings • Evaluate team’s performance, and provide consistent coaching and feedback to drive continuous improvement • Recognize key performance indicators and create individual development and action plans that are owned and driven by the employees • Conduct team meetings, to lead the team through change or to ensure they are informed of any issues which may affect the way they service Card Members • Contributing to the achievement of the Business and Corporate plan objectives through leadership and management of relevant people, processes and programs to ensure outstanding results • Building and developing relationships with existing clients, offering exceptional service to existing clients and ensuring that their needs are met & their loyalty assured. Resolving, managing and reporting any queries or unresolved issues that cannot be completed within the agreed Service Level Agreements according to Operational Procedures American Express India Private Limited Team Leader – Lifestyle, 10/ 2012 to 09/ 2014 Hired to plan and supervise “concept to launch” a new in-house concierge team at American Express that offers bespoke service catering exclusively to high-net-worth individuals. As a Head Concierge, the role involved supervising the Concierge Team and set the department goals to help Team Members create an exceptional customer experience. Preparing service proposals, RFP responses & working closely with sales groups to secure new business opportunities. Key Responsibilities: • Develop high level international relationships with potential customers and partner with senior management teams to create strategic plans for new business opportunities. • Supervise daily Concierge operations, setting departmental objectives, work schedules, budgets, policies and procedures • Monitor the appearance, standards and performance of the Team Members with an emphasis on training and teamwork • Inspire team to achieve their goals through at an individual and team level • Evaluate team’s performance, and provide consistent coaching and feedback to drive continuous improvement • Recognize key performance indicators and create individual development and action plans that are owned and driven by the employees • Conduct team meetings, to lead your team through change or to ensure they are informed of any issues which may affect the way they service our Card Members • Develop a systematic approach to organize and document the requirements of the clients Quintessentially Lifestyle (India) Private Ltd. Elite Lifestyle Manager 06/2010 to 10/2012 As an Elite Lifestyle Manager, have managed the relationship with a group of high-value Quintessentially Lifestyle Elite Members, ensuring high individual engagement, satisfaction, loyalty, retention and perception of value. Key Responsibilities: • Act as a primary contact for clients and to proactively communicate with them on a day to day basis • Facilitate their lifestyle requirements, like arranging travel and luxury holidays, coordinating social activities, restaurant bookings, organizing events, personal shopping, booking appointments and running errands, etc. • Strengthen each relationship by deeply understanding each Member's unique lifestyle, preferences and needs, and to ensure services offered are personalised and highest quality • Problem solving and troubleshooting thus retaining invaluable client relationships • Attending relevant events and networking opportunities Vichar Mimansa Sales & Distribution Head Jul ’06 – May ‘08 Key Deliverables: • Sales: To look after the sale and distribution of the magazine by establishing and maintaining contacts with the primary distributers. • Marketing: To get the advertisement for the magazine from the travel and tourism, state development authorities and realtors. • Relationship Management: Managing existing clients for the magazine, as well as acquiring new clients (For Advertisement) Notable Attainments: • Establishing a new platform for the business into the private sector (Advertisement of Omaxe Group and Parshavnath Buiders) from the existing public sector. • Improvising the distribution system by applying modern techniques (Distribution Tie-up with AH-Wheelers Pvt. Ltd.)

M.B.A (Finance/Marketing, 2008-10) from ICFAI Business School, Gurgaon in 2010 with 8.13/10 (CGPA)

Relationship management, customer success, HNI & UHNI acquisition and engagement, sales, customer retention, escalation management, team building & management, leadership & vision

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Results-oriented service professional with close to 14 years of experience in global industries, delivering value and innovation in business development, partner relations, strategic marketing and client servicing. Specialize in launching new service based products from concept to roll-out. Have expertise in improving team performance while securing customer loyalty and building valuable relationships with internal and external partners.