Vaibhav Khandare
Pune
Summary
Passionate and an expert in handling customer care department with passion for facing new challenges & goals, I have 5 years of experience in handling all types of customer department, retail stores, expertise in achieving exceptional quality for meeting organizational goals.
Overview
12
12
years of professional experience
Work History
Manager - Customer Delight
UGAOO Agritech Ind Pvt Ltd
Pune
06.2020 - 06.2024
- Improved KPI ON TIME IN FULLOTIF from 60% to 80% by effective order management
- Supervised day-to-day activities of up to 1720 jobholders ensuring an efficient and productive work day
- Worked as floor manager, ensuring they met the company's standards of excellence, maintaining the KRA's & KPI's set by the organisation
- Promoted to management within 2 months of employment
- Bought up 2 new revenue genrating departments within the organisation
- Monitored customer health metrics and took proactive steps to mitigate churn risks
- CSAT/NPS maintained above 85% for past 3 years
- Experience working with CRM systems (e.g., ShopifyPlus, Magento) and various other customer success platforms,managed inventory, Asset Protection, Shrinkage Control etc
- Introduced AI for enhanced customer experience & reduced wait time
- Onboarded chatbots for quicker replies & 24by7 customer support.
Senior Customer Success Manager
Namdeo Umaji Agri Ind Pvt Ltd
Pune
01.2017 - 01.2019
- Increased 15% customer base
- Developed client training and on-boarding standards, helped increase adoption and decreased support calls by 32%
- Served 50 major clients with 100% customer success in catering their bulk orders ICICI & Google, Godrej etc) being the major ones
- Maintained 100% customer satisfaction for four months straight Supervised 10 employees during a shift.
- Retail Store management
Customer Relationship Manager
Parth Associates
Pune
01.2012 - 01.2015
- Managed 30 CSR's for the Pune & Mumbai construction sites
- Achieved an average Customer Satisfaction score of 80% above target for 2013
- Voted top 3 relationship manager for quality of service
- Used CRM like Zendesk sell, Followup Boss
- Helped grow and create client relationship by 20%.
Education
BSc in Physics -
Pune University
Skills
- Excellent Communication
- Relationship Building
- Negotiation and Persuasion
- Active Listening
- Empathy
- Customer Advocacy
- Customer Retention
- Data Analysis
- Upselling and Cross-Selling
- CRM and Customer Success Platforms
- Adaptability
- Resilience and Optimism
- Continuous Learning
- Team Collaboration
- Passion for Customer Success & Conversion
- Shrinkage Control
- Loss prevention
- Asset Protection
Accomplishments
AWARD CATEGORY CONSIDER IT DONE First award in debut RNR of the organisation for completing every task before time
Passions
Flying microlights & single engine aircrafts and spending time with my family, driving, beaching with the waves
Personal Information
Title: Customer Experience Manager
Languages
- English
- Hindi
- Marathi
Volunteer Experience
Active member for Swacch Bharat Abhiyaan, 2021, Present, Clean India Mission is a country-wide campaign initiated by the Government of India in 2014 to eliminate open defecation and improve solid waste management Actively working with the organization in my city on holidays and weekoffs
Projects
UGAOO Farm Visit, 2024, Pune, Pune, Arranged paid farm visits for plant lovers & enthusiast ever weekend This was a successful project, our nursery received footfall of 40 every weekend generating a massive revenue & sale of the factory otlet increased by 15%.
Timeline
Manager - Customer Delight
UGAOO Agritech Ind Pvt Ltd
06.2020 - 06.2024
Senior Customer Success Manager
Namdeo Umaji Agri Ind Pvt Ltd
01.2017 - 01.2019
Customer Relationship Manager
Parth Associates
01.2012 - 01.2015
BSc in Physics -
Pune University
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