International Sales Operations Manager
Alachisoft
Total years of experience :17 years, 8 Months
Manage the Sales Operation process to enable sales team's productivity.
Improve sales process through the implementation of better measurement and execution.
Drive tactical planning throughout all levels of the organization closest to the customer.
Execute business process improvement initiatives.
Assist with on boarding of the new Sales Reps.
Analyse performance metrics data and leverage it to effectively coach and develop the sales team.
Create and maintain an excellent sales culture, focused on delivering results by providing ongoing coaching and development of Sales Team.
Manage Sales Team, for inbound and/ or outbound lead generation for sales to both new and existing customer.
Responsible for sales forecasting, analytics, productivity, CRM maintenance and other sales functions.
Maintain a high customer service standard.
Account management for existing customers.
Customer relationship management.
Providing client service to existing customers. To manage all aspects of customer relationships and Corporate sales to get premium and HNI clients.
Strategize & implement ways to achieve sales targets.
Prospecting and identifying new leads and pitching to the clients.
Plan and implement sales and service strategies, particularly as it relates to business banking products and services.
Converts strategies into tactical actions,
particularly within the assigned market area.
Coordinates and schedule presentations and demonstrations to existing and new
customer contacts for Business Banking products and services.
Develop and maintain ongoing communication with existing customers to advise on policy and procedures and respond to customer inquiries.
Assist Business Banking customers by researching and resolving problems and by facilitating department communications with customers.
Stakeholder management.
To lead and manage the sales & service team: regular fortnightly reporting, new business acquisition; lead generation, closing of sales, resource planning (to assign appropriate team members to projects, to resolve issues).
Responsible for appraisals and personal development of the client servicing team (setting and reviewing targets, contributing to remuneration conversations).
Recruitment of new team members
To lead the process from lead generation to the execution of the project.
To develop best practice in client servicing and to run regular sessions with the clients and the back end servicing team to share knowledge and experience.
To personally lead Platinum Key Client Relationships.
To seek and develop new avenues of Business Development Opportunities.
Responsible for Client Portfolio Management, its Development and Retention
Customer Service, Process Improvement, Decision Making, Managing Processes, Staffing, Planning, Tracking Budget Expenses, Analyzing Information, Developing Standards, Help Desk Experience, Emphasizing Excellence
• Oversee the complete operation of Contact Center and Responsible for the overall Sales Performance and Productivity of Customer Services and Contact Center to consistently produce high quality and timely outputs.
• Responsible in keeping track record of CC performance which included KPI’s pertaining to new connections / disconnections and customer retention programs.
• To design policy that helps in evaluation and identification of customer service/operational needs.
• To implement productivity, quality, and customer-service standards; identifying trends; determining system improvements; implementing change to deliver maximum customer satisfaction & increase sales & revenue..
• Resource management for service enhancement keeping in view the company’s targets for business development and performance.
• To maximize the out bound sales & operational performance of the Contact Center against defined Key Performance Indicators (KPIs) through effective real time management.
• To lead a cultural change driving accountability and service improvements with particular emphasis on communication, performance management, coaching, training, planning and education/development of customer services and contact center.
• To manage relationships with Customers, clients and stakeholders.
• To take required measures to improve CC sales & service performance / financial expenses / IT issues / HR / Admin.
• Relationship Management / Client Portfolio Management of current clients.
• Co-ordination with all internal stakeholders to provide Service & Sales Excellence through one-window operations.
• Strategic planning for Call Center & BPO business growth and development.
• Devising, Implementing, Improving required policies and procedures within the division to enhance sales & customer services and satisfaction on the basis of First Call Resolution (FCR) and Up-selling of products.
• Identifying and processing the needs for training and skill building of the team to provide effective and efficient Sales & service
• Responsible for team motivation and retention.
• Monitoring random calls to improve quality minimize errors and track operative performance for continuous improvement in services. Designing training programs based on the performance analysis through the Quality department.
• Analyzing performance statistics in alignment with the company’s objectives and implement plans / strategies to increase customer retention and loyalty.
• Manage and maintain the staff’s shift schedules to ensure 24/7 support to clients.
• Attract and retain good service quality staff at all levels through incentive and reward schemes.
• Responsible to develop the Customer Satisfaction / Retention program and submit analysis through surveys conducted on monthly basis along with KPI’s and Call Center Statistics.
• Conduct weekly and monthly meetings with all clients to identify area of improvement and growth to help in customer retention and management.
• Build the talent pipe line and develop entry level management to take up future leadership positions in the department.
• Create, train and manage a team which is respected by the clients and employees for its values.
• Advice senior management on best standard operational procedures required to monitor growth and stability of the department, its employees and also the operations.
• Managed the outbound Teams for the Canadian and US Projects.
• Hired and trained staff for the sales team.
• Held weekly meetings with the offshore clients for maintaining the SLA and their satisfaction level.
• Managed a team of 4 Team Leads and 2 Asst. Managers to manage the smooth operations of the department and customer response benchmarks.
• Assisted senior managers for the goal setting and appraisal process.
• Accountable for Attrition, Training, Audit/ quality and growth of the customer base.
• Monitor team’s daily activities and generate MIS report.
• Monitor complaints resolution and help the team in managing day to day activities.
• Train and motivate team based on case scenarios by conducting training sessions.
• Guide and direct customers on the best available packages and assure order processing on time.
• Monitor and coach the customer services team in complaints handling procedures. Take over the complicated cases and resolve issues / troubleshooting.
• Handle all customer queries over the phone and register them in the software.
• Help the supervisor in appointment setting and generate complaints queries with O2.
• Check real time response on the system for O2 response on the complaints and call back customers to inform them on the status.
• Process all orders and follow up with O2 and Orange on their deliveries.
• Generate daily report for orders, complains and exchanges.
• Assist the supervisors with daily tasks assignment.
Ongoing Executive MBA