Raj Moudgil

-Design and implement proactive customer retention strategies that enhance our abilities to predict potential churn

-Collaborated with cross-functional teams to design and implement training content and communication scripts, improving retention metrics and customer satisfaction
-Develop and improve processes and guidelines to enhance our retention abilities and maximize our retention efforts
-Establish and maintain competitive analysis, processes and documentation, ensuring there are systems in place to navigate scenarios regarding competitors
-Set department KPI objectives and milestones related to ongoing department projects and initiatives
-Implement and improve KPIs to increase visibility of the company retention rate and retention quality
-Monitor and continually improve departmental operations based on established KPIs ensuring steady departmental growth and strong feedback loops with subordinates
-Improve and develop key responsibilities of current and future roles within the Customer Retention department
-Monitor individual team performance, assessing leadership skills, and ensuring responsibilities are being fulfilled constantly
-Compile customer feedback from various sources (NPS Survey, Cancellation Forms etc.) to identify trends and areas for improvement
-Collaborate with various stakeholders within the Customer Success, Onboarding, Product, Sales and Merchant Processing departments to enhance cross-department collaboration and optimize cross-department customer loyalty/retention efforts
-Coordinate with various stakeholders within the organization to equip the Customer Retention Team and all customer facing roles to better handle scenarios that can impact the customer’s loyalty/churn
-Participate in daily/weekly escalation meetings with C level executives and make critical decisions on action plans for accounts brought to the meeting

• Boosted occupancy by leveraging market knowledge and successful promotional strategies
• Analyzed operational information for impact on ROI, identified trends and recommended appropriate adjustments
• Utilized OTA platforms to manage online bookings and maintain 90% – 100% occupancy rate during peak season
• Established rental rates and recommend rental pricing strategies to maximize profitability and revenue generation
• Developed and implemented policies/procedures to adhere to regulatory requirements

• Provided coaching, guidance and technical supervision to the internal support staff (on site & overseas)
• Resolution of high risk issues including Executive escalations, Legal, Media risk, Fraud, Financial Risk and Public relations by working directly with Senior Leaders and CEO
• Involved in investigating to provide accurate, and timely resolution to customer financial inquiries by working directly with finance team. Handling and interpretation of data to prevent financial loss
• Identified operational gaps in current state processes to proactively identify and correct process and system issues. Assisted with developing new effective policies and procedures to improve operations and reduce human errors
• Fraud investigation: Identified and reported potentially fraudulent properties and guests to Security and Fraud Office
• Managed critical Mass Issues by making action plans and negotiated with partners. Decided on budgets by working closely with department leadership
• Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals

• Implementation of ecommerce website on Shopify (client side) and collaborating with project and customer success manager (vendor side)
• Managed and led a team of 5 retail sales/customer service associates successfully

• Manage sourcing in line with compliance policy for a specific set of commodities
• Proactively managed all processes of procurement life-cycle & facilitated operational strategies in procurement of high volume - high margin multiple product mix