Chief Operating Officer
EdRev Indi
Total des années d'expérience :21 years, 5 Mois
India's first holistic e-learning platform. An online platform with the mission to enrich
people’s lives by creating the largest EdTech company that allows individuals to succeed in the real world. It focusses
on teaching school curriculum and life skills to students in Tier I, Tier II cities and villages.
Role requires to build a collaborative, responsive & a scalable support function, that partners with the experts for an
efficient operating rhythm to drive organizational growth.
Heading Strategy & Operations where I am responsible for overseeing business development, talent hiring, training
& retention, Operational excellence, sales and Marketing function.
Key member of the core leadership team driving transformation.
I am also intrigued by human behaviour and have recently acquired an Associate Practitioner of Neuro Linguistic
Programming (NLP) certification
House Dubai & Northern Emirates, UAE
• Setup the first sales Branch in Dubai, hired and trained a team of 30 members within 3 months
for Credit Cards sales, successfully retained 95% of the team over a period of one year.
• Imparted Hands- on Product, Sales & documentation training to Executives & Team Leaders to
ensure consistent achievement of 100% target for the branch month on month.
• Implemented new verification processes and training for the backend team which led to higher
than industry average of application approval rates at 74% (700 card issuance) and much faster
turnaround time for clients
Citibank Dubai, UAE
• Successfully created the vision, strategy & structure for Citibank’s First outsourced Sales
Channel in UAE.
• Setup a successful operational Agency with a full-fledged Sales, Backend & Administration
team which included recruiting both local and international talent to build a 90-member team
including 80 for sales within 6 months.
• Designed regular and spot incentive structures to motivate the sales and backend teams to
push for higher individual and team performance
• Defined and implemented strong business blueprint to work closely with the credit department of
Citibank thereby understanding the compliance and control processes and incorporating these
learnings into the regular training modules for the sales teams to improve approval rates and
company profitability.
• Set up the Telesales team in January 2004 to enhance the acquisition numbers, cross-sell other
banking products and tele verification to ensure better quality compliant applications
• Instrumental in setting up branches in Abu Dhabi (team size 25) and Ras Al Khaimah (team
size12) to ensure highest penetration in those markets.
• The team outperformed the In-House agency’s sales performance over 2 years and started
achieving over 10000 credit cards & 2500 Personal Loans booking annually, resulting in a
strategic buy out by Citibank.
As a master trainer facilitated training for corporates for Customer service, Tele-marketing and
Soft skills.
• Developed Customized training product modules specific to customer need base.
• Developed a two-day workshop training course manual on ‘Mock call’ training with inbound and
outbound call scenarios for a hands-on experience for the trainees. Also developed a ‘Simulator
Guide’ for telephone etiquettes and accent enhancement.
• Analysed recorded calls for AMEX Call Centre to identify the gaps and propose training solutions.
• Developed tele-calling scripts for the In-house Sales Team to enhance Business
Led and steered the agency’s performance with a team size of 52 in Credit cards division and 10
in personal loans division
• As part of the Citibank core group successfully set up tele desks for Citibank professional &
personal loans.
• Conceptualized and setup the in-house telemarketing team that included training and designing
tools to monitor & ensure its effectiveness
• Provided training on sales and instituting sales processes
• Set up a team of 18 members with an exceptionally high approval rate of 70% and more than
100% increase in team performance in less than five months, profitability doubled in the business
vertical
• Successfully signed up large public-sector organisations- EIL, IRCON, RITES & POWER GRID
in 1997 for co-branded cards which led to bulk sourcing of applications and unprecedented
approval rates.
• Responsible for target driven sales revenues in the B2C segment sourcing individual client
acquisition for Citi and exclusive Diners cards
courses: • Associate Practitioner of Neuro Linguistic Programming (NLP)
courses: Sales Workshops