Susmita Das

Devise and implement account management strategy to assure an excellent service experience to 80,000 B2B customers, ensure 1000 Relationship Managers realise revenues and ring-fence their customers. Competently streamline and simplify internal & customer facing processes, identify and resolve customer complaints and provide effective solutions. Deliberate with management and staff to synchronise customer service activities, also improve and implement organisation’s customer service strategies.

Enhanced account management operations across 800 Relationship Managers (RMs) by employing Airtel’s strategy for B2B customers (Voice), minimised operational risks to streamline processes. Formulated plans to continue service operations resulting in an increase in cross-sell & upsell of Voice & Data solutions through RMs by over 100%. Planned and organised training and development sessions to enhance capabilities, created and delivered elearning & classroom training content on products & processes.

Utilised cost management skills to facilitate the ‘War on Waste’ programme for CE (Over INR 1B saving in FY15). Played an integral role in all CFTs working on CE strategic projects, being led by the Director, in order to execute strategy and operations.

Continually analysed market trends and articulated plans to drive sales of mobile & enterprise solutions to corporates through Hunting, through a force of 100 people. Oversaw product penetration index (PPI) to measure revenue enhancement and market penetration, moreover focused on team improvement and development. Employed excellent communication skills while interacting with customers, functioned with CFTs for resolution of customer complaints, and managed 10 channel partners across the assigned geography.

Grew and retained account portfolio, recognised and acquired corporate accounts with a turnover above INR 3 billion through lead generation from the banking ecosystem, referrals, cold calls. Proficiently carried out retention & revenue enhancement from 200 key accounts, also guided and encouraged the business development team in three territories to rationalise their functions.

Skillfully maintained high professional standards and strived to provide quality services, moreover managed existing Priority (high net worth) accounts. Generated revenue through new-to-bank acquisitions, continuously identified cross selling opportunities that bridged the bank and its products with customer needs. Established quality profit earning customer relationships within the target market and assured compliance with all guidelines related to money laundering prevention & KYC.

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Marketing

Economics