Hi, I’m
Anjiya Kheraj
Colleyville,TX
Summary
Dynamic Customer Experience Manager with a proven track record of driving customer satisfaction and loyalty. Skilled in leading and motivating teams to deliver exceptional customer service. Proficient in leveraging customer feedback to identify areas for improvement and implement innovative solutions. Adept at utilizing customer relationship management (CRM) systems to optimize customer interactions. Possess strong analytical skills to measure and analyze customer satisfaction metrics. Experienced in developing and executing customer experience strategies aligned with business objectives.
Overview
11
years of professional experience
Work History
UPS Freight
Sales Associate
11.2024 - Current
Job overview
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provide customer service to over 200 clients each day.
Friesland Campina
Territory Sales Manager
07.2022 - 08.2024
Job overview
- As a Territory Sales Manager, excel in expanding sales territories, with a focus on HoReCa, B&I, Army, and HELT segments known as Out of home/ B2B or Away from home channel
- Strategic sales skills drive revenue growth, while team leadership ensures high performance. Managed team of 17 people ensured KPI's of all team mates.
- Build strong client relationships, backed by market analysis. Had portfolio of 600 Key accounts.
- Excel in forecasting and using metrics to optimize results and present sales and department report to head of sales and director sales on weekly basis.
- Increased sales revenue by developing and implementing strategic territory plans. Achieved cream sales target by 213% and milk target by 110% during 2023.
- Analysed sales data to identify opportunities for improvement and implemented targeted action plans accordingly.
Zameen.com
Associate- Project Sales
01.2021 - 06.2022
Job overview
- Communicated with clients to understand property needs and preferences.
- Researched commercial and residential real estate deals.
- Developed long-lasting relationships with clients by providing exceptional customer service throughout entire transaction process.
- Developed long-lasting relationships with clients by providing exceptional customer service throughout entire transaction process.
- Increased property sales by developing and implementing comprehensive marketing strategies for clients.
- Managed multiple listings simultaneously while maintaining consistent communication with all parties involved in each transaction.
- Managed a comprehensive KPI dashboard, exceeding targets in key metrics such as client calls (30+), project-related emails (100+), and in-person client meetings (3+) to successfully close property deals.
- Spearheaded the development and implementation of a new secondary sales channel by on boarding a network of freelancers and brokers. Single-handedly grew the network from 2 to 500 agents within 6 months.
Coca-Cola
Sales Intern
07.2020 - 09.2020
Job overview
- Managed customer expectations and helped navigate sales processes.
- Helped sales professionals maintain customer relationships by making follow up calls to recent buyers.
- Analyzed customer feedback and identified areas for improvement.
- Addressed customer queries and complaints with prompt and professional responses.
- Managed 40 customer visits 3 days a week along with calls and emails from customers.
- Successfully led and executed a project to address declining Coca-Cola sales in the Sindh region. Collaborated with territory managers to analyze data, conduct market visits, and implement effective strategies to reverse the trend. Reported directly to the Area Manager on project progress and outcomes.
M3 Technologies
Customer Facilitator
06.2017 - 06.2019
Job overview
- Engage customers professionally, swiftly resolving inquiries and maintaining clear communication
- Proficiently handling complaints, ensure compliance with State bank of Pakistan regulations in all activities
- Additionally, contributed to software development by performing User Acceptance Testing (UAT) for campaigns.
- Handled complaint calls from general public and banks, surpassing 150 calls each day.
Abbott
Trade Marketing Intern
06.2018 - 07.2018
Job overview
- Coordinated point-of-sale materials production and distribution, maintaining consistent brand messaging across all channels.
- Assisted in the creation of compelling sales presentations, contributing to successful negotiations with key retail partners.
- To assist in the designing of promotional material for trade marketing.
- To assist Territory manager in taking calls in pharmacy. Also checked the Abbott’s branding maintenance in pharmacies such as Gondolas, strips, posters etc in 21 shops.
- To learn how territory manager completes the number of calls in a month. Frequency of A class shops is thrice a month, B class is twice a month and C class is once a month.
- Assist channel development manager to conduct a detailed survey in pharmacies with the help of TTM. The survey results will be analysed further to classify shops as A-Class, B-Class and C-Class.
- Worked with Data Analyst to learn how sales are forecast and how to check whether TSM’s are able to achieve the target or not. Add daily reports and calculate whether the daily target is achieving or not.
- Worked on excel sheets to extract secondary data from the primary data of all the products offered in market. Further, analysed the contribution of each product.
Daulat Clinic
Marketing Executive
01.2014 - 05.2017
Job overview
- To create and execute healthcare marketing plans, manage digital campaigns, and craft compelling content
- My work enhances NGO visibility through partnerships, and I cultivate donor relationships
- Analyzing campaign performance for optimization is a core strength
- I also foster community engagement and support from stakeholders
Education
Institute of Business ManagementKarachi, Pakistan
Bachelors from Business Administration
01.2020
University Of Kuala LumpurKuala Lumpur, Malaysia
BBA from Exchange Semester
01.2019
PITHMKarachi, Pakistan
Diploma from F&B Management
01.2017
Skills
- Shopper & Trade Marketing
- Sales Leadership
- Strategic Planning
- Relationship Building
- Negotiation Skills
- Data Analysis
- Team Management
- Market Expansion
- Customer Acquisition
- Revenue Growth
- Forecasting Skills
- Food & Beverage Management
- Chef and Culinary Arts
- Territory Management
Accomplishments
- On #1 rank in territory managers nationally- FrieslandCampina
- Inducted new outlets in a month holding 15% of the target volume- FrieslandCampina.
- Yearly Growth 2022-2023, 212% cream and 15% UHT portfolio- FrieslandCampina
- Awarded as best employee of the year 2021- Daulat Clinic
- Recognised as best performer for the Q4 2021- Daulat Clinic
Languages
Urdu
Native or Bilingual
Hindi
Native or Bilingual
English
Native or Bilingual
Timeline
Sales Associate
UPS Freight
11.2024 - Current
Territory Sales Manager
Friesland Campina
07.2022 - 08.2024
Associate- Project Sales
Zameen.com
01.2021 - 06.2022
Sales Intern
Coca-Cola
07.2020 - 09.2020
Trade Marketing Intern
Abbott
06.2018 - 07.2018
Customer Facilitator
M3 Technologies
06.2017 - 06.2019
Marketing Executive
Daulat Clinic
01.2014 - 05.2017
Institute of Business Management
Bachelors from Business Administration
University Of Kuala Lumpur
BBA from Exchange Semester
PITHM
Diploma from F&B Management