rohitrakshit

- Develop and implement tailored Customer Experience strategies to foster brand loyalty across various touch points, resulting in a 12% increase in customer satisfaction scores within six months. - Collaborate with internal and client teams to ensure seamless execution of Customer Experience initiatives, achieving a 30% improvement in service delivery times. Analyze customer feedback and performance metrics to identify trends, gaps, and opportunities for improvement, driving data-informed decisions and strategy adjustments. - Establish metrics and KPIs to track the success of CX initiatives, providing detailed reports that show a 8% increase in Net Promoter Scores (NPS) over six months. - Manage and oversee the implementation of CX programs, including training, technology adoption, and continuous improvement plans to ensure successful delivery and measurable outcomes.

- Devised and executed sales & customer success strategies to drive customer acquisition and expand the client base across various sectors. - Spearheaded the acquisition of new enterprise clients, contributing to a 18 – 25 % Y0Y increase in annual sales revenue. - Secured over 12 new clients, expanding Zykrr’s presence in the Banking, Healthcare and Education verticals. - Successfully managed a high-performing CS & sales team of 10+ professionals, providing mentorship, training, and performance management, resulting in exceeding quarterly sales & customer retention targets and fostering a collaborative and motivated work environment. - Built and maintained strong relationships with key accounts, ensuring high customer satisfaction, resulting in an 85% client retention rate.

- Understood client business objectives, conducted client calls/ meetings, and effectively guided internal teams to create comprehensive proposals. - Supported the leadership in acquisition of new clients, and identified cross-selling opportunities, to maximize revenue. - Developed comprehensive solutions for implementation of SaaS CRM products (MS Dynamics, Salesforce, etc.), and contributed to new client pitches and advisory roles. - Engaged in cross-functional collaboration to prepare capability presentations and deliver integrated, impactful solutions to prospective clients.

Brand Promotions | BTL marketing | Event Management