Gaurav Nagar

• Market Expansion: Spearhead pipeline development across the
UK and EMEA markets, positioning custom digital experience
solutions to corporate leadership to maximize client ROI.
• Intelligence Gathering: Execute comprehensive market research,
competitor profiling, and database building via ZoomInfo to unlock
net-new enterprise accounts.
• Consultative Selling: Partner with middle and C-suite
management to assess operational bottlenecks and implement
high-impact outsourcing and IT methodologies.
• Campaign Execution: Deploy multi-channel prospecting and
direct mail campaigns to expand the corporate service footprint
and drive pipeline velocity.

• Lead Optimization: Executed highly targeted outreach campaigns
converting leads from marketing programs, trade shows, and field
sales into active sales opportunities.
• Prospect Qualification: Conducted deep-dive qualification
assessments mapping out project scopes, timelines, technical fits,
budgets, and identifying core decision-makers.
• Relationship Management: Cultivated long-term trust with Right
Party Contacts (RPCs) to secure introductory meetings and high
value pipelines for field sales executives.

• Account Growth: Monitored and upsold high-value accounts,
successfully driving portfolio expansion across the US, UK, Canada,
Australia, and China.
• Team Leadership: Mentored and led a high-performing team of 4
Relationship Managers (RMs), instilling daily accountability to
meet and exceed sales targets.
• Omnichannel Operations: Overhauled customer touchpoints
across phone, email, and chat utilizing Zendesk, Zoho, and
Magento, while compiling monthly MIS and activity dashboards for
leadership.

• Technical Support: Managed high-tier technical support and
escalation channels for US consumers using home-based security
hardware and software.
• CRM Governance & Quality: Ensured 100% compliance in
documentation and interaction logging within Salesforce;
monitored team interactions to provide quality coaching and
feedback.

• AML/KYC Compliance: Audited high-risk US financial
transactions exceeding $10, 000 to ensure airtight compliance
under AML regulations and the Bank Secrecy Act (BSA).
• O2C & Global Operations: Managed Order-to-Cash (O2C)
processing, global selling partner requests, and financial risk
mitigation across North America, LATAM, and the JAPA region.
• Quality Assurance: Functioned as a Quality Analyst for the US
market, leading call-barging sessions, running performance
calibrations, and maintaining rigorous departmental MIS tracking.
• Risk & Continuity: Maintained process documentation and
executed test scripts for Business Continuity Planning (BCP) while
strictly adhering to SLA and First Call Resolution (FCR) targets.

• Technical Resolutions: Diagnosed and resolved high-volume
enterprise hardware/software issues for US consumers.
• Quality Auditing: Promoted to audit peer interactions, manage
call calibration metrics, and deliver performance-focused coaching
to meet daily SLA targets.