Aanchal Mangla
P1/6A, SRS Pearl Floor, Sector 87, Faridabad (Haryana) 121002
Mobile – 9910084202
E-mail - aanchal402@[Link]
Career Summary
Targeting challenging assignments in Customer Relationship
Management with an organization of high repute
Location Preference: Delhi-NCR
Professional Snapshot
• Making strategies for efficient functioning of the CRM team & increasing their
productivity.
• Team Handling and ensure the smooth and effective functioning of the
operations.
• Develop and own processes to deliver the best standards of customer
satisfaction.
•Making strategies for efficient functioning of the CRM team & increasing their
productivity.
• Identifying, benchmarking, implementing and replicating Best practices
across the product / process.
•Develop, implement & improve Checklists / Guidelines / Forms / Templates /
Reports as required.
• Monitoring for compliances / deviations in process and root cause analysis.
• Root cause analysis of defects in processes across the service/product.
• Prepare, document and implement Corrective Action and Preventive Action
(CAPA) for all compliance / deviation
issues.
• Point of contact for all audit & compliance requirements.
• Involved in recruitment process for CRM dept.
• Involved in employee engagement and productivity enhancement initiatives.
• Handling SMS Advertising / SMS Campaigning / E-Mail Campaigning
• Proven track record of managing, training, driving organizational growth and
profitability.
• Possess expertise in key account management, direct sales and marketing,
product training.
• Creative thinker endowed with strong interpersonal, relationship management
and analytical skills.
• Capable of working under strict deadlines and completing large volume of work
quickly and independently.
Key Skills
➢ Customer Relationship Management
➢ Audit and Compliance
➢ Team Management
➢ Escalation Management
➢ Knowledge Management
➢ Strategic Planning
➢ Key Account Management
➢ Sales & Marketing (B2B, B2C)
➢ Team Supervision
➢ Business Development
➢ Product Promotion
Career Path
[Link] Limited
Senior Relationship Manager – Service (Delhi NCR) June’18 – Till Date
Responsibilities:
➢ Gathered and managed the client's requirements.
➢ Estimated efforts and negotiated the timelines with client and other
teams.
➢ Worked with different teams such as sales, quality, marketing and
advertisement teams to deliver the service by using
the product, service process and client specific knowledge within the
defined timelines.
➢ Provided solutions for problems by identifying, evaluating and
implementing alternatives in a professional manner.
➢ Exceeded client’s expectation by quality service and helped to increase our
business.
➢ Prioritize and stimulate escalations with Continuing Product Development
(CPD) to ensure visibility, traction and ultimate closure.
➢ Ensure customer is heard throughout escalation process.
➢ Establish correct expectations, enforce relief and resolve through effective
communication.
➢ Created online videos, training guides, FAQs, WebEx training sessions etc.
to benefit all customers.
Unified Collaboration Services LLP (VCNow)
Business Development Manager – Sales & Operations (Delhi NCR) Oct’16 – June’18
Responsibilities:
➢ Perform as primary interface for Global Management with regards to
customer escalations.
➢ Review and identify root cause for all escalated service requests and use
this information to improve continuously within service delivery teams.
➢ Collaborate with other workgroup teams to train using process and
procedures based on historical experience.
➢ Team Handling and ensured the smooth and effective functioning of the
business.
➢ Ensured outstanding customer satisfaction by maintaining strong working
relationships.
➢ Stores Operation and Franchise Management .
➢ Counseling of working executive for Management Institute like XLRI and
IIM.
➢ Also cater VC setup events to MNC’s, Corporates and Politicians.
[Link]
Executive - Key Accounts Oct’15 – Sep’16
Responsibilities:
➢ Responsible for working alongside Founder and accepting delegated responsibilities
and duties with the goal of eventually becoming a sales & marketing manager.
➢ Primarily looking after branding and market presence of custom assessment solution.
➢ Maintaining and developing relationships with existing customers.
➢ Gathering market and customer information.
➢ Providing feedback on future buying trends.
➢ Negotiating variations in price, delivery and specifications with manager.
➢ Advising on forthcoming product developments and discussing special promotions.
➢ Liaising with technical team to check on the progress of existing orders and update on
company’s website.
➢ Recording sales and order information.
➢ One stop assigned for all company engagement and corporate relationships.
IT Skills
• Basic knowledge of MS Office, MS Access,CRM & Internet Applications.
Education
• B.A. LLB(HONS)from Maharshi Dayanand University - 2017
• 12th passed from C.B.S.E. (Commerce) - 2012
• 10th passed from C.B.S.E. - 2010
Personal Details
Father’s name : Mr. Sunil Goel
Date of Birth : 13th January 1994
Nationality : Indian
Languages known : English, Hindi
Marital Status : Married
