Rutuja Deshmukh
Brampton,Canada
Summary
Enthusiastic and self-driven client relationship manager. Committed to maintaining high standards of client success, key account management, and strategic partnership management. Thorough with day-to-day client service practices, as well as strategic campaigns to grow the partnering client's business. Efficient at ensuring that the best service is endowed upon clients by striking a balance between client requirements and internal service capabilities. Anticipating client needs and being proactive is my trusted approach for promoting loyalty amongst the clients. Proven record of understanding and leveraging consumer behavior trends to achieve consumer loyalty.
Overview
10
10
years of professional experience
Work History
Care Center associate
Telus Health
, Canada
07.2023 - Current
- Managing operations pertaining to assignment of appropriate counselling service to inbound callers
- Liaise with team members and other department stakeholders to ensure best customer service
- Successfully maintaining the call quality, by following call and process protocols
- Frequently manage ad hoc projects related to inbound and outbound call processes
Customer service and restaurant manager
Just Burritos Corp O/A Pizzanini
, Canada
10.2022 - 07.2023
- Customer management and service quality maintenance
- Complete management of restaurant operations, and inventory
- Strategizing and rolling out offers to maintain the sales
Senior Customer Value Manager
Yes Bank Limited
Mumbai, India
09.2019 - 03.2022
- Spearheaded the campaign strategies for customer lifecycle management and engagement
- Initiated and monitored product uptake and usage projects with Jira
- Led the initiatives like offers, raffles, Omni-channel communications and more
- Managed projects end-to-end from ideation to execution
- Carried out the responsibility of campaign creatives and communication strategies
- Took care of the Loyalty portfolio of retail banking customers by maintaining portfolio parameters at the targeted KPIs
- Analysed and enhanced all the initiatives and strategies based on tableau analytical reports
- Internal CRM platform was used frequently to ensure that all stakeholders, especially the customer facing staff is apprised of the latest initiatives
- This role mainly entailed B2C engagement, driving results, internal (product teams, cross functional teams) as well as external (vendors) stakeholders management
Assistant Manager Key Partners
InterMiles Formerly known as Jet Privilege Pvt. Ltd
Mumbai, India
04.2016 - 09.2019
- Reliably carried out the responsibilities of a key SPOC for airline’s partners to manage co-owned credit cards
- Closely managed partner relations using salesforce
- Managed acquisition, and product penetration strategies for acquisition and engagement from ideation to GTM
- Efficiently maintained cordial relations with multiple decisionmakers in partner offices at various organisational levels
- Critically planned 5 years budgets
- Thoroughly planned yearly initiatives with data driven approach
- Translated strategies in business plans for the approval from own and partner’s higher management
- Had an active involvement in executional and operational activities
- Used post roll out reports and analysis to study ROI of the campaigns
- Tracked results to benefit upcoming campaigns from the trends observed
- Ensured clear and precise interactions with the partners to maintain cordial relations with the partners
- This role mainly entailed serving as SPOC for key partners to maintain relations, product portfolio management, KPI delivery and tracking, diligence with contract adherence and renewals
Senior Executive Key Account Management
Hansa Cequity Solutions
Mumbai, India
12.2014 - 03.2016
- Direct to customer campaigns coordinator for India’s then 3rd largest bank
- SPOC for the client to understand the intended campaign results and translate it for the internal team in the form of a constructive brief
- Liaising with multiple stakeholders internally and externally to ensure timely and error-free execution of campaigns
- Response report monitoring and narrowing down the key learnings for future campaigns
Education
Postgraduate - Business and Project Management
Algoma University
Brampton, ON, Canada09.2023
Bachelors - Business Management Studies
K. J. Somaiya College, Mumbai University
Mumbai, India04.2009
Skills
- Key client relationship and key accounts manager
- Customer campaign strategies
- Customer loyalty growth strategies
- Leveraging data reports
- Salesforce
- Jira
- Kustomer
- Excel, Power Point
Accolades
- Recognition for migrating direct to customer campaigns to Adobe platform at Yes Bank.
- Recognition for managing cobrand card network migration project with partnering banks at Jet Privilege.
- Recognition for orchestrating and managing partner Airline offer sponsored by partner card network at Jet Privilege.
- Certificate for demonstrating the work ethic and attitude that contributed towards outstanding quality service and innovative solutioning at Hansa Cequity.
- Recognition for work displayed towards customer integrated marketing services at Hansa Cequity.
Timeline
Care Center associate
Telus Health
07.2023 - Current
Customer service and restaurant manager
Just Burritos Corp O/A Pizzanini
10.2022 - 07.2023
Senior Customer Value Manager
Yes Bank Limited
09.2019 - 03.2022
Assistant Manager Key Partners
InterMiles Formerly known as Jet Privilege Pvt. Ltd
04.2016 - 09.2019
Senior Executive Key Account Management
Hansa Cequity Solutions
12.2014 - 03.2016
Postgraduate - Business and Project Management
Algoma University
Bachelors - Business Management Studies
K. J. Somaiya College, Mumbai University
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