Shailendra Solomon

Pune, Maharashtra, India
Aptitude, Customer Care, Customer Retention
About
Operations and Retention Leader with a Decade of experience in the field of customer service and key account retention with travel experience to UK and US for process migration/ transition with recognised MNCs.
Talents
Work Experience
Assistant Manager
Full Time Sep-2018 To present 6 years 6 months
Responsibilities
  • Team management and transition
Team leader- Operations and process excellence
Production/Operations
Full Time Aug-2017 To Aug-2018 1 year
Responsibilities
  • · Travelled to United States for Air and Hotel process transition. · Create SOP and process training module for air and hotel with regular updates as per process improvement and client requirements. · Manage employee productivity and quality performance through established historical data. · Prepare schedule and roster based on forecast and historical data. · Training on Inventory Management, product loading, price match, sabre (Airline validating and non validating carriers for reissue, refunds and name correction), tech 7 and SAP. · Coach and motivate team reps and supervisor. · Conduct training on Personality development, Email etiquette, schedule adherence and people management. · Provide process improvement idea and strategy planning to upper management. · Project FMEA- Failure Mode effective analysis for all processes for audits and compliance review's. · Prepare reports and recommendation data based on FMEA analysis. ·
Achievements
  • • Honoured for contribution towards process transition as best leader
Account Retention and Customer Support Specialist
2020 Interior Design Software UK Ltd
Full Time Mar-2015 To Jul-2016 1 year 4 months
Responsibilities
  • • Travelled to United Kingdom for Business Process Transition.
    • Created module KPI process for quality assurance and quarterly performance score.
    • Conducted analysis of progress and attending monthly meetings regarding goals and tasks with board of directors.
    • Identified operational issues and advised goals and plans to address them.
    • Recruited new trainees for Retention process and provided Voice and Accent training (UK/ US).
    • Prepare Invoice and Quotations for software licence renewal and new products.
    • Developed, utilized and managed retention strategies and tools to retain existing clients and to convert prospects into new clients of company.
    • Performed call backs due to low scoring of surveys which increased satisfactory of clients and reversed their experience from previous interactions.
    • Payment collections for L3 and L4 accounts for APAC, EMEA, NORAM, MENA and GCC regions.
    • Co-managed customized database used in the entry, tracking, and analysis of participant
Achievements
  • • Process migration from UK to India for 2020 Interior Design Software (India) Pvt and then releasing the project as LIVE.
Senior Retention Account Executive
Club Mahindra Holidays & Resorts India Ltd
Full Time May-2013 To Jan-2015 1 year 8 months
Responsibilities
  • • Utilized the sales techniques and tools to retain HNI client’s memberships.
    • Identified client’s needs and explained the membership programs to address customer’s needs.
    • Strategically provided appropriate resolutions that were optimal solutions for a valued customer base.
    • Adhered to appropriate legal scripting when required.
    • Compiled all the calls data into the membership system.
    • Reservations of Hotels and Resorts, Car Rental, Tour Activities, Airlines for HNI clients.
    • Managed and lead Vendor team for west state zone for end to end process and all activities.
    • Quotation and negotiation with HNI clients for packages.
    • Retention Strategy planning for MENA & EMIA HNI clients.
    • HNI Clients visits, Payment collection, account upgrade and up sell, generate lead for sales team.
    • Training and feedback to Sales and Customer Service Team.
    • Check inventory records to determine availability of requested equipment.
Customer Retention Advisor/ Account Retention
Hutchinson 3 Global Services
Full Time Jan-2010 To Apr-2013 3 years 3 months
Responsibilities
  • • Travelled to United States for business process transition.
    • Floor Support, mentor new batches, manage RTA, AHT, call monitoring, feedback and attend inbound calls for Retention and payment collection of High Value, VIP, and Business Customers.
    • Presented high level customer service and retention strategies in an efficient manner to manage churn ratio with the given target.
    • Introduced the products and services for existing customers.
    • Responded to all queries regarding billing disputes.
    • Executed orders for new service, reschedules and saved accounts.
    • Successfully presented products by utilizing effective sales and persuasion skills in addition to a solid knowledge of the company's products and competitor's products.
    • Served as an Escalation Team Lead for high level customer related issues that were complex in nature.
Achievements
  • • Recipient of Top advisor for Q3 (3rd quarter of the year) in 2010 & Top advisor for Q2 (2nd quarter of the year) in 2011 in Hutchinson 3 Global Services.
    • Recipient of Best dream team award 2012 (Top performing team 2012) in Hutchinson 3 Global Services.
    • Business Trip to (U.S) NEW YORK- B1B2 visa with Hutchinson 3 Global Services.
    • Pleasure Trip to Goa with Hutchinson 3 Global Services.
Service Management Expert SME
Full Time Oct-2005 To Dec-2009 4 years 2 months
Responsibilities
  • • Travelled to United States for business process transition.
    • Floor Support, mentor new batches, manage RTA, AHT, call monitoring, feedback and attend inbound calls for Retention and payment collection of High Value, VIP, and Business Customers.
    • Presented high level customer service and retention strategies in an efficient manner to manage churn ratio with the given target.
    • Introduced the products and services for existing customers.
    • Responded to all queries regarding billing disputes.
    • Executed orders for new service, reschedules and saved accounts.
    • Successfully presented products by utilizing effective sales and persuasion skills in addition to a solid knowledge of the company's products and competitor's products.
    • Served as an Escalation Team Lead for high level customer related issues that were complex in nature.
    • Met and exceeded budgeted retention goals consistently, in a highly-competitive, commission driven environment.
Achievements
  • • Recipient of Awarded Star of the month for December 2007,2008, January 2009, in WNS Global Services.
    • Recognized 18 Appreciations in WNS Global Services during the tenure.
» 3 Projects
Education
Bachelor of Arts, General Management
Shridhar UniversityDeemed University
2010-2013
Profile Snapshot
Shailendra is based out of Pune & has studied General Management, BA-Bachelor of Arts from Year 2010-2013 in SU-Shridhar University, Deemed University.
Shailendra Solomon is Skilled in Aptitude, Customer Care, Customer Retention and other talents.