Dhananjay Gogate

 Liaison between Sales and the Purchase team
 Responsible for Online Sales
 Resolve customer queries & complaints regarding Sales and Service
 Oversee Territory & local Sales Executive queries
 Making Sales Dashboard, generating Performance Evaluation reports of Sales Executives
 Review operational records & reports to project Sales & determine profitability
 Monitor customer preferences to determine focus of Sales trends or methodologies
 Confer or consult with department heads to plan for Advertising/ Promotions/Offers
 Assisting on Visual Merchandising to secure information on equipment & customer specifications
 Direct and coordinate activities to enhance Sales of different brands/products
 Direct, Coordinate and review activities in Sales & Service accounting and Record Keeping
 Assess marketing potential of new and existing store locations, considering Statistics & Expenditures

 Responsible for meeting sales targets & overall quality of service
 Conduct sales and marketing calls to book meetings with potential clients
 Coordinate efforts to improve the customer experience
 Building pricing opportunities to encourage repeat sales
 Skilled in cold calling, consultative selling, negotiating contracts, forming alliances and partnering with others.

 Managing Customer Retention activities
 Taking initiative in customer satisfaction via process improvement plans
 Ensuring efficient reporting and proper flow of information
 Ensuring existing client renewals happen successfully and ensuring efficient Business and Finance approval
 Coaching, Development & Motivation of team members to increase & improve retention
 Liaise and collaborate with intradepartmental Managers in Training, IT Help Desk, Internet Operations
and other departments to identify, resolve and improve day-to-day operations and performance.

 Maintaining and developing relationships with existing customers (B2B)
 Visiting potential customers for new business
 Representing the organization at events and exhibitions
 Direct liaison between the Training team and clients
 Sharing Feedback with Sales team post inputs from clients
 Taking part in Marketing events, resolving customer queries and concerns from customers

 Involved in imparting process and behavioral training to new hires for various BT processes
 Conducting Telephonic and Personal Interviews
 As part of the training program, involved in preparing all process documentation
 Attending client calls right from transition till handover to operations
 Involved in other activities such as Accesses for new hires, training room bookings, etc.
 Involved in various process improvement initiatives such as creation of Template library
 Involved in ISO Documentation for various processes

Achievements
 Was promoted to Process Trainer as a result of extra-ordinary performance in Ops
 Received “Star Performer” award for 2007
 Received “Most Valuable Player” award for April’08.
 Was involved in transitioning 3 processes from onsite (UK)

Bangalore
 Provided Answering Services to BT Customers such as BT Answer 1571, Call Minder and BT Text
 Providing, canceling orders for these products & also troubleshooting for the same
 Also worked on Bristol Order Processing System (BOPS) which involved placing & canceling orders manually on CSS & SMART
 Successful completion of Yellow Belt Certificate (Six Sigma)


Pune
 Providing different services to BT Business employees such as new telephone lines, telephone instrument, telephone headsets, providing Broadband & placing an appointment for providing a new service line, Alarm test lines & LLU lines
 Handling inbound calls for solving customer queries regarding bills, appointment dates.
 Services were provided on application called CSS
 Mentored new agents on the floor also had the opportunity to train a small batch of agents
 Was a part of the floor support team responsible for assisting agents on calls

 Physical verification for customers who have applied for credit cards, personal loans and consumer durable loans for products like SBI, HSBC, IDBI, GE Countrywide, etc.
 Scheduling Trainings for staff and Training new officers on field work
 Got an award for best Relationship Officer year 2005