Total Years of Experience: 18 Years, 9 Months
December 2013
To Present
Client Service Executive
at Sterling Information Resources Pvt Ltd (Sterling Talent Solutions - India Office)
Location :
India - Mumbai
Designation: Client Services Executive - (Account Management)
Sterling Talent Solutions is the World’s Largest Background Investigation Company in America. My job here involves managing a group of accounts having a ticket size of USD 5 Million+ in annual revenues. They include clients like Wal-Mart, ASAP Drug Solutions, Marriott, DISH Network, E-Verifile, Star Systems etc. and many more clients, with regards to the below mentioned aspects. The job involves a lot of communication and negotiations with the clients through Emails / Calls / Chat / Salesforce:-
Business Development
Client Servicing & Management
Responsibilities:
• Provide Resolution in terms TAT / ETA for background checks ordered by them.
• Resolve issues such as Technical (System integration issues), commercial (Billing & Invoices) with the clients.
• Act as a point of escalation for customer issues, achieving resolution by engaging all available resources, and minimizing the need for further escalation.
• Assist clients by conducting training on using our system, for both Individuals and Groups.
• Reach out to customers pro-actively to review Sterling Talent Solutions performance vis-à-vis to client expectations.
• Provide daily / weekly MIS reports with regards to outstanding requests, and provide steps / solutions to mitigate the same.
• Conduct QBR’s with each client, to understand and review their business needs and Up-sell services / products wherever / whenever required.
• Training of existing / new team members with regards to soft skills, client handling, process workflows / mapping.
• Act as a single point of contact between customers and other departments (International Team, Drug Testing team / Verifications team / Criminal Check Team / Credit Check team / Order Creation team / Billing Team), to resolve various issues / expectations which otherwise would hamper their productivity.
• Manage new Account Setup process within the prescribed TAT, which involves a lot of stakeholders.
Achievements:
• Have been awarded the Certificate of Excellence as the “Top Performer of Client Services for the First Quarter of 2017”
• Have been awarded the Certificate of Excellence as the “Overall Best Performer of Client Services for the Year of 2016”
• Have been awarded the Certificate of Excellence as the “Top Performer of Client Services for the First Quarter of 2015”
Sterling Talent Solutions is the World’s Largest Background Investigation Company in America. My job here involves managing a group of accounts having a ticket size of USD 5 Million+ in annual revenues. They include clients like Wal-Mart, ASAP Drug Solutions, Marriott, DISH Network, E-Verifile, Star Systems etc. and many more clients, with regards to the below mentioned aspects. The job involves a lot of communication and negotiations with the clients through Emails / Calls / Chat / Salesforce:-
Business Development
Client Servicing & Management
Responsibilities:
• Provide Resolution in terms TAT / ETA for background checks ordered by them.
• Resolve issues such as Technical (System integration issues), commercial (Billing & Invoices) with the clients.
• Act as a point of escalation for customer issues, achieving resolution by engaging all available resources, and minimizing the need for further escalation.
• Assist clients by conducting training on using our system, for both Individuals and Groups.
• Reach out to customers pro-actively to review Sterling Talent Solutions performance vis-à-vis to client expectations.
• Provide daily / weekly MIS reports with regards to outstanding requests, and provide steps / solutions to mitigate the same.
• Conduct QBR’s with each client, to understand and review their business needs and Up-sell services / products wherever / whenever required.
• Training of existing / new team members with regards to soft skills, client handling, process workflows / mapping.
• Act as a single point of contact between customers and other departments (International Team, Drug Testing team / Verifications team / Criminal Check Team / Credit Check team / Order Creation team / Billing Team), to resolve various issues / expectations which otherwise would hamper their productivity.
• Manage new Account Setup process within the prescribed TAT, which involves a lot of stakeholders.
Achievements:
• Have been awarded the Certificate of Excellence as the “Top Performer of Client Services for the First Quarter of 2017”
• Have been awarded the Certificate of Excellence as the “Overall Best Performer of Client Services for the Year of 2016”
• Have been awarded the Certificate of Excellence as the “Top Performer of Client Services for the First Quarter of 2015”
March 2011
To December 2013
Sales Manager
at Max Fittings Pvt. Ltd
Location :
India - Kolkata
Responsibilities:
• Managing sales and marketing activities.
• Negotiation with Agents / Customers on sales functions and monitoring of activities - Developing of innovative sales strategies to increase market presence, visibility and achieve annual Budgets.
• Focus and monitor the set KPI's for each business partner on a quarterly basis and take corrective measures if required to be in line with the KPI's.
• Participate on discussions with Key retail partners, for all sales and marketing related activities and promotions based on their regions marketing calendar.
• Focus on business development in virgin territories and preparing strategies to develop the business for long-run.
• Work with Sales leadership to generate ideas for sales contests and motivational initiatives.
• Established and adjusts selling prices by monitoring costs, competition and supply and demand.
• Meet the customers to discuss their evolving needs and to assess the quality of our company’s relationship with them.
• Identify emerging markets and market shifts while being fully aware of new products and competition status.
• Managing sales and marketing activities.
• Negotiation with Agents / Customers on sales functions and monitoring of activities - Developing of innovative sales strategies to increase market presence, visibility and achieve annual Budgets.
• Focus and monitor the set KPI's for each business partner on a quarterly basis and take corrective measures if required to be in line with the KPI's.
• Participate on discussions with Key retail partners, for all sales and marketing related activities and promotions based on their regions marketing calendar.
• Focus on business development in virgin territories and preparing strategies to develop the business for long-run.
• Work with Sales leadership to generate ideas for sales contests and motivational initiatives.
• Established and adjusts selling prices by monitoring costs, competition and supply and demand.
• Meet the customers to discuss their evolving needs and to assess the quality of our company’s relationship with them.
• Identify emerging markets and market shifts while being fully aware of new products and competition status.
June 2008
To January 2011
Sales Executive
at SHARAF DG DUTE FREE - Abu dhabi International Airport
Location :
United Arab Emirates - Abu Dhabi
Responsibilities:
• Supervise the team on the sales floor with frontline selling skills, go-to-market strategy & executing campaigns to drive pipeline growth & revenue.
• Lead by example & provide support to Team Members, with regards improving sales performance.
• Act as a point of escalation for customer issues, achieving resolution by engaging all available resources, and minimizing the need for further escalation.
• Supervise & manage the Opening/Closing tills to ensure completion of transactions before the end of shift.
• Assist Leadership team with ordering stocks & undertake inventory checking.
• Promoting various Products of the company to all levels of Customers
• Ensuring that all the correspondence & reports for the Shift are processed on time
• Supervise the team on the sales floor with frontline selling skills, go-to-market strategy & executing campaigns to drive pipeline growth & revenue.
• Lead by example & provide support to Team Members, with regards improving sales performance.
• Act as a point of escalation for customer issues, achieving resolution by engaging all available resources, and minimizing the need for further escalation.
• Supervise & manage the Opening/Closing tills to ensure completion of transactions before the end of shift.
• Assist Leadership team with ordering stocks & undertake inventory checking.
• Promoting various Products of the company to all levels of Customers
• Ensuring that all the correspondence & reports for the Shift are processed on time
May 2005
To June 2008
Team Leader / Trainer
at Xplore Tech Services Pvt Ltd
Location :
India - Kolkata
Responsibilities:
• Managed a team of 50+ Customer Care Executives along with 4 Supervisors in terms of Sales Productivity.
• Impart Process related training regularly (Dish Satellite) and doing refresher training on various aspects like Communication Skills. Tele-Marketing Tips, Personality Development, Listening Skills, etc.
• Ensure that all the correspondence and reports are sent to the respective Department Heads & Leadership team on time.
• Monitoring and coordinating all the written communication.
• Handling Supervisory and difficult calls.
• Interacting with clients and responding to their requirements by providing them with all the critical information that impact on decision making.
• Setting up Team Targets and ensure a focused approach for the same.
• Coaching, mentoring, motivating and providing on the job support to Team Members.
• Ensuring strict compliance with the do’s and don’ts of the process & organization.
• Managed a team of 50+ Customer Care Executives along with 4 Supervisors in terms of Sales Productivity.
• Impart Process related training regularly (Dish Satellite) and doing refresher training on various aspects like Communication Skills. Tele-Marketing Tips, Personality Development, Listening Skills, etc.
• Ensure that all the correspondence and reports are sent to the respective Department Heads & Leadership team on time.
• Monitoring and coordinating all the written communication.
• Handling Supervisory and difficult calls.
• Interacting with clients and responding to their requirements by providing them with all the critical information that impact on decision making.
• Setting up Team Targets and ensure a focused approach for the same.
• Coaching, mentoring, motivating and providing on the job support to Team Members.
• Ensuring strict compliance with the do’s and don’ts of the process & organization.
Share on Facebook
Share on Twitter
Share Via Email