Vineet Chhatria

• Developed and executed public relations plans for clients to help them build relationships with key stakeholders.
• Organized press conferences, media tours, trade shows and other events to promote client's products or services.
• Generated press releases, media alerts, fact sheets and other materials to support publicity efforts.
• Conducted research on industry trends and competitors' activities in order to identify opportunities for clients.
• Built relationships with key journalists, bloggers and influencers to secure coverage of client stories.
• Monitored traditional and social media channels for relevant conversations related to the client's brand.
• Created content such as blog posts, articles, videos, podcasts for various digital platforms.
• Analyzed effectiveness of campaigns using metrics such as website traffic, online engagement rate.
• Managed budgets associated with PR campaigns by negotiating with vendors on rates and terms of service.
• Organized photo shoots and video shoots when necessary for marketing materials.
• Collaborated with creative teams in creating visuals that accurately reflect the company's message.
• Acted as a spokesperson at conferences or interviews when needed by providing accurate information about the company's products and services.
• Established or maintained cooperative relationships with representatives of community, consumer or public interest groups.

• Managed and directed public relations campaigns to increase brand awareness.
• Developed, implemented, and evaluated media strategies for corporate clients.
• Created press releases and other content for company newsletters and websites.
• Coordinated with internal departments to develop effective PR strategies.
• Organized press conferences, interviews, and media appearances for senior executives.
• Identified key stakeholders within the organization to develop relationships with them.
• Monitored industry trends to ensure the company's message was communicated effectively.
• Maintained a database of contacts in the media and other relevant organizations.
• Generated creative ideas for new campaigns aimed at increasing visibility of the company.

• Created designs for seasonal collections, researching trends and fabrics to inform design decisions.
• Attended trade shows to present new designs and gain insight into industry trends.
• Collaborated with photographers and stylists to showcase brands and merchandising standards.
• Directed and coordinated team involved in drawing and constructing examples of finished products.

• To train new/existing employees, coach and mentor agents on General Insurance knowledge; Deliver Sales & Customer Service Training and feedback for Voice, Email & Chat processes
• Help New Hires with transitioning to Operations.Call Auditing/Monitoring & Coaching process and have the ability to contribute to organisation growth

Quality Aspect:

• Formulating Assessment Program
• Monitoring changing trends
• Call quality monitoring
• Business risk assessment
• Drawing feedback and checking quality of maintenance

To train new/existing employees, coach and mentor agents on travel process knowledge; Deliver Sales & Customer Service Training and feedback

• Help New Hires with transitioning to Operations
• Call & Chat Auditing/Monitoring & Coaching process and have the ability to contribute to organisation growth
• Understanding of and experience with (SLA's) service level agreements
• Process Aspect:
• Delivering results to contribute to overall achievements of the required SLA's
• To provide training, coaching, and feedback to improve individual performance.
• To use specialised Travel domain knowledge and experience as required to deliver the process and ensure any relevant accreditation
• Train New Hires on GDS Tool as well
• Content Creation & Management
• Deliver training & maintaining schedules as per the Training Calendar
• Conduct Floor Refresher Training for Operations (Leaders and Executives)
• RCA and UAT
• Maintain minimum login hours as prescribed in the goal sheet to understand the latest call drivers and align the training accordingly for new hire and refreshers both
• Participate in OJT along with the batch and manage the customer escalations along with sales target achievement

Quality Aspect:

• Developing Evaluation Programs that analyse critical performance behaviours and metrics to the organisation
• Keeping Track of the Industry Trends by capturing 'voice of customer' information which pertains to competitors
• Monitor calls, chat and emails & able to evaluate Trainees/Agent's performance and deliver feedback
• QA monitoring that delivers valuable data that can help with modification of agent behavior, sales performance, and improving the customer experience.
• Ownership:
• Revenue - Sales, Customer Service, Exchange, Email Response Team, Web Chat, Hotel and Car Products
• C-SAT - Sales, Customer Service, Exchange, Email Response Team, Web Chat, Hotel and Car Products
• Language Monitoring and Feedback
• New Hire Trainees - On Job Training before moving into operations
• Structuring effective training material for Chat CRM
• Goals:
• A) Login Hours: Maintain minimum login hours threshold as prescribed in the goal sheet
• B) Call & Chat Monitoring Target- Would be required to monitor calls/day with feedback to be closed in a TAT of 24 hrs to 48 hrs per team
• C) TNA - Floor Bucketization (RAG Analysis)
• Plan of Action for Bottom Quartile
• D) Floor Support- Responsible for CSAT and other customer service blogs by end-users based on Language and Soft Skills
• E) OJT Support- Monitoring and Feedback; Conduct refresher sessions/batch on Customer Service
• F) Daily/Weekly/Monthly Report- Preparing the daily/weekly/monthly dashboard & send reports to the Operations stake holders (Managers, AMs, TLs)
• Calibration- Conducting calibration on a weekly basis with the Master Calibrator, with a minimum deviation

• To train new/existing employees, coach and mentor agents on travel process knowledge; Deliver Sales &Customer Service Training and feedback
• Help New Hires with transitioning to Operations
• Call Auditing/Monitoring & Coaching process and have the ability to contribute to organisation growth
• Quality Aspect:
• The aim of the trainer with respect to Quality analysis was to ensure that Quality Assurance is applied in an independent, objective and neutral manner, and secondly to contribute significantly to:
• The reduction of business risk
• Improving the quality of call centre agents calls (voice and chat)
• Continuous improvement in business processes
• The reduction of agent attrition
• The improvement of overall contact centre performance
• Highlighting areas of risk in the business