1. SARIKA PANT
Mobile: +91 - 9650531005
E-Mail: sarikapant5@gmail.com
Senior Level Assignment in Account Retention, Digital Marketing and Operations & Process Management with an
organization of high repute preferably in IT sector
SKILL SET PROFILE SUMMARY
Strategic Business Planning
Business Process Transformation
Client Relationship Management
Business Development
Operations Management
Process Management
Quality Management
Corporate Communication
End-to-End Knowledge Transfer
Client Engagement
Team Management
 A dynamic professional having over 9 years of experience in Customer
Account Retention, Digital Marketing, Key Account Management, Operations &
Process Management and Team Management
 A planner & strategist with proven skills in managing & handling
administrative and operational controls in corporate communication and
brand/image building through a synergic set of communication activities
 Skilled in managing overall profitability of operations and accountable for
strategic utilization & deployment of available resources to achieve
organizational objectives
 Achieved the Ramp Awards for outstanding performance and recognized with
Individual Extra MilerAward for the successful completion of a crucial project;
on boarded the new process and successfully streamlined the process
 Expertise in organizing, interpreting and communicating market information
/ data to facilitate decision making of top management
 Competent in implementing solutions to customer needs with an aim to
improve customer contentment
 A keen performer with capacity to achieve strong results through a
combination of strategic capability, creativity, solid operational grounding,
interpersonal skills and commitment levels
CORE COMPETENCIES
 Managing service operations for rendering and achieving quality services; providing customer support by answering
queries & resolving issues, ensuring minimum TAT
 Creating awareness for driving process improvement strategy & methodology and ensuring operational efficiency
 Preparing MIS reports with a view to apprise management of process operations and assisting in the critical decision-
making process
 Monitoring overall functioning of the processes, identifying improvement areas and implementing adequate measures
to maximize customer satisfaction level
 Understanding business management tools, process, practices & management systems
 Setting quality standard for operations, ensuring quality customer experience; adhering to SLA & work processes
 Assessing customer feedback, evaluating areas of improvements & providing critical feedback to associates on
improvements and achieving customer satisfaction matrices
ORGANIZATIONAL EXPERIENCE
Since Mar’12 with Adobe Systems India Pvt. Ltd., Noida as Account Retention Specialist
Highlights:
 Handling Adobe's marketing solution and customer retention marketing campaigns globally in U.S.A., APAC, Middle East
and Europe
 Coordinating the loyalty & retention programs designed to win back, reward and retain customers & clients
 Engaging with senior product managers & stakeholders to execute solution specific retention marketing programs to
drive ROI
 Managing high impact campaigns globally coordinating with multiple teams such as design, data analysts, vendors,
marketing automation, marketing agencies and operations for end-to-end campaign execution
 Developing & implementing quick connect marketing campaigns to increase customer retention and engagement
 Working with cross-functional teams to lead the creation & preparation of new campaigns for execution including
campaign strategy, offer development, business case creation and approval, communication brief development and client
targeting
 Interfacing with Sales & Account Management Team on named accounts, vertical or region and reviewing on-going
product usage, account health, risks assessment, up-sell/cross-sell, industry & customer trends & competitor landscape
 Analyzing customer feedback; developing new techniques to ensure customer retention
 Evaluating monthly / quarterly account review for upcoming renewals and mandatory product upgrades
 Delivering professional quality content for presentations or client meetings and coordinating, creating & distributing of
new client welcome packs
 Interrogating data repositories to evaluate and respond to ad-hoc queries onclient activities, product utilization, renewal
status, and other non-technical queries & escalations
Please
Provide
photo

2.  Creating & executing data driven marketing actions by mapping customer lifecycle from activation and retention to
reactivation and growth
 Driving all product based & generic activation, retention & up sell focused direct marketing programs
 Assisting in resolving billing questions or concerns that may arise
 Mentoring & helping existing Marketing and Product Teams to achieve objectives
Oct’09 - Mar’12 with Indian Telecom Company, Gurgaon as Process Specialist - Infosys BPO
Highlights:
 Worked in Travel & Expenses Team to resolve employee claims and looked after Master Data Management
 Handled a team of 15 Associates at agent level and did transition for the Telecom Company to Infosys
 Acted as bridge between Client & Operations Team and Calibrated Team on all technical & non-technical issues
 Researched & analyzed basic & complex issues surrounding the processes & systems of the organization
 Made recommendations related to improvement in processes, efficiency and practice
 Managed the entire life cycle of Item Master from set- up to maintenance included validating the data, assigning item
codes based upon an agreed schema (UNSPSC), quality check, verifying vendor invoices & payment requisitions and
authenticating the data received from users in terms of PO/non PO and tax details
 Provided training for internal & external activities which were inscope and handled quality & control fordata production
after analysis on base data
 Interacted with client for various reports & issues and reported the client on data for MIS purpose
 Looked after various masters like Employee, Property, Project, Tax and Vendor for Telecom Company (joint venture of
Telenor and Unitech Wireless)
 Maintained leases in Oracle ERP for the payments to be processed every month
 Used appropriate tools to perform problem determination & root cause analysis; illustrated bottlenecks, redundancies,
vulnerabilities & opportunities for enhanced efficiency or effectiveness
 Identified strengths & weaknesses of existing internal processes, methods & tools and presented findings &
recommendations to business process owners & teams
 Updated all the employee details i.e. official information, joining & termination formalities & salary, etc. and all property
related information in ERP
 Extracted & entered the data from lease agreement in property manager and updated the details of payment to make a
recurring payment
PREVIOUS EXPERIENCE
May’06 - Sep’09 with Orange Business Services (Infosys BPO), Bangalore as Senior Process Executive
Achievements:
 Achieved the Ramp Awards for outstanding performance and zero percent error in the quarter
 Recognized with Individual Extra Miler award for the successful completion of a crucial project and for streamlining the
process
EDUCATION
 Pursuing M.B.A. (Operations) from Symbiosis
 B.Sc. from Sri Satya Sai College, Jaipur, Rajasthan University in 2006 with 64%
CERTIFICATION
 Completed T100 Certification for the domain training on telecommunications from Institute, Bangalore in 2008
TRAINING ATTENDED
 Completed Six Sigma Yellow Belt Training from Orange Business Services (Infosys BPO) in 2008
IT SKILLS
 Proficient in MS Office (Word, Excel & PowerPoint) and Internet Applications
PERSONAL DETAILS
Date of Birth: 9th December 1985
Permanent Address: 3 - A, Block - B, Deenpur Extension, Najafgarh, New Delhi -110043
Languages Known: English and Hindi
Location Preference: NCR and Dubai