Manju Bala Togla
Swindon,Wiltshire
Summary
Dynamic and results-oriented professional with over 17 years of experience in customer service and team management, focusing on leading teams to excel in customer journey mapping and driving continuous improvement. Adept at cross-functional collaboration, data-driven decision-making, and delivering superior customer outcomes.
Overview
19
19
years of professional experience
1
1
Certification
Work history
Retail Sales Manager
Vighanharta Limited
Reading, West Berkshire
06.2022 - Current
- Increased sales by 15% through strategic sales planning and implementation
- Optimized logistics operations, ensuring timely delivery and high customer satisfaction
- Coordinated drivers, vehicles, and journeys, improving efficiency by 20%
- Analyzed performance data, driving process improvements and cost reductions
- Enhanced customer loyalty by resolving queries and complaints effectively.
Deputy Manager, Classic on Phone
HDFC Bank Limited
Chandigarh
04.2018 - 04.2022
- Lead a team of 90 personal bankers and 7 managers, surpassing sales targets by 20%
- Boosted revenue through the sale of super premium credit cards to high-value customers
- Improved team performance by conducting comprehensive training sessions
- Maintained high customer satisfaction through stringent service quality management.
Team Manager, Classic on Phone
HDFC Bank Limited
Chandigarh
09.2016 - 04.2018
- Supervised 14 personal bankers, ensuring consistent achievement of service targets
- Enhanced service standards through regular call monitoring and feedback
- Facilitated development programs, addressing training needs and improving staff skills.
Relationship Manager, Customer Assurance
Sterling Holidays Resorts Ltd
Mohali
09.2015 - 09.2016
- Improved retention rates by addressing cancellations and complaints effectively
- Reduced delinquency through the collection of annual amenity charges and overdue EMIs
- Achieved membership goals by implementing effective retention strategies.
Senior Executive, Collections & Credit Management
Adecco India Pvt Ltd (Mahindra Holidays & Resorts India Ltd)
Chandigarh
05.2012 - 04.2015
- Achieved collection targets by managing customer queries and retention
- Minimized losses through effective payment rescheduling and coordination with accounts.
Senior Executive, BPO Intelligence
OCA Group (Oceanic Consultants)
Chandigarh
09.2010 - 05.2012
- Processed university admission applications accurately and timely
- Maintained communication with universities in Australia and the UK, ensuring smooth processes.
Senior Customer Support Specialist
IBM Daksh Services Private Limited
Chandigarh
01.2006 - 08.2010
- Resolved customer issues efficiently by handling high-volume inbound calls
- Improved team performance through training and mentoring new team members.
Education
Master of Business Administration (MBA) - General Management
Brunel University London
Uxbridge, Hillingdon 01/2022 - 06/2023
Bachelor of Science - Chemistry
North Maharashtra University
Jalgoan India 06/2002 - 06/2005
Higher Secondary Certificate - (H.S.C - 12th Grade)
Maharashtra State Board of Secondary & Higher Secondary Education
Pune, India 05/2001 - 04/2002
Secondary School Certificate - (S.S.C - 10th Grade)
Gujarat Secondary Education Board
Jamnagar India 06/2000 - 04/2001
Skills
- Customer-centric approach
- Team Leadership
- Stakeholder management
- Process Improvement
- Customer journey mapping
- Data Analysis & Insights
- Cross-Functional Collaboration
- Agile Methodologies
- Change Management
- Technology Integration
- Complaint Resolution
- Training & Development
Certification
- Microsoft Office Course
- Tally 5.4 & Busy
Timeline
Retail Sales Manager
Vighanharta Limited
06.2022 - Current
Deputy Manager, Classic on Phone
HDFC Bank Limited
04.2018 - 04.2022
Team Manager, Classic on Phone
HDFC Bank Limited
09.2016 - 04.2018
Relationship Manager, Customer Assurance
Sterling Holidays Resorts Ltd
09.2015 - 09.2016
Senior Executive, Collections & Credit Management
Adecco India Pvt Ltd (Mahindra Holidays & Resorts India Ltd)
05.2012 - 04.2015
Senior Executive, BPO Intelligence
OCA Group (Oceanic Consultants)
09.2010 - 05.2012
Senior Customer Support Specialist
IBM Daksh Services Private Limited
01.2006 - 08.2010
Master of Business Administration (MBA) - General Management
Brunel University London
01/2022 - 06/2023
Bachelor of Science - Chemistry
North Maharashtra University
06/2002 - 06/2005
Higher Secondary Certificate - (H.S.C - 12th Grade)
Maharashtra State Board of Secondary & Higher Secondary Education
05/2001 - 04/2002
Secondary School Certificate - (S.S.C - 10th Grade)
Gujarat Secondary Education Board
06/2000 - 04/2001
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