Operations & Sales
Events
Total years of experience :12 years, 6 Months
• Handling customers/vendors (End to End)
• Leads via social media (FB, Twitter, LinkedIn etc)
• Making and executing sales, marketing plan & Negotiation and closure
• Making cold calls and establishing contact with decision makers (Toplevel management) in target of new accounts to evaluate new business opportunities.
Management Skills :
• Goal oriented person with high motivation and ambition, team player with strong work ethics, integrity and achieving result with good negotiation skills
• Facilitates efforts to develop, implement and refine standard procedures for researching, collecting, and tracking information about
• Clients including contact data, pipelines, and previous outsourcing experiences
• Build fine-tuning activities related to the new business objects
Handled customers from Singapore, Gulf & India.
Managing Inside Sales team, Outbound Operations, Handling Telesales, Customer care, Health, Insurance Process & Business Development Management Team.
• Design operation team structure based on Program requirement.
• Study, design, build, operate and manage the operation team for specific client processes.
• Provide end- to- end ops solutions for specific client processes.
• Actively involved in manpower planning and recruitment and carrying out appraisals & performance reviews of various teams & providing feedbacks on areas of improvements
• Derive measuring mechanisms for the derived Quality matrix.
• Developed and headed Management/Executive training programs hired 100+ employees from campus & trained them to drive BDM based strategy.
• Responsible for business development, 2 centers profitability, achieve productivity targets and ensuring maximum client satisfaction
• Presentations to major accounts, Corporate Budgeting and setting targets
• Launched G7 ERP - Pan INDIA & Singapore.
handling Inbound, Outbound, Field sales for Free Ads, Yellow Pages, BizList & BSNL
• Entirely handling BPOs like Quest, G7, CRBI, Serco, Pink Lotus, Sparsh BPO etc as a client (representing GETIT)
• Expanded the branch network from 2BPOs to 6BPOs with close to 200 employees.
• Responsible for quality & quantity of leads, data, Sales & Conversions.
• Define KRAs for the Ops, Training team, WFM & Quality team.
• Objective setting for my team members and help them achieve with support/guidance.
• Helping the BPO’s to achieve objectives and keep them motivated.
• Responsible for early detection of productivity losses and any in disciplinary issues for the Process.
• Study, design, build, operate and manage the operation team for precise areas.
• Provide end- to- end ops solutions for specific customer processes.
• Guiding TSE’s, TL’s, AM s’ their Do’s & Don’ts about Quantity, Operation & Quality.
• Instrumental in initiating quality improvement projects for entire Outbound & New programs/process.
LEAD Operations handling IT sales, Inside sales team, selling, websites & Conducting webinars.
• Strengthened client relationship by providing strong and transparent solutions.
• Increase revenue through the excellent customer service and customer satisfaction (C- SAT)
• Successfully launched and transitioned 2 processes (outbound process & Tech support)
• Define KRA’s for the Chat, Websites & inside sales team.
• Ensuring accomplishments of the set quality standards in SLAs.
• Ensuring efficient and effective support meeting quality standards.
• Executing various quality improvements via projects for continual improvements.
• Actively involved in manpower planning and recruitment and carrying out appraisals & performance reviews of various teams & providing feedbacks on areas of improvements.
• Analyzing the training need and accordingly fine-tuning the training modules for soft skills/product..
• Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems.
• Derive measuring mechanisms for the derived Quality matrix
• Managing a team of 40 plus Tele Marketing Executives, 3 Team Leaders, Quality Analyst & Trainer.
• Performance reviews with the vendors - Monthly and Quarterly.
• Responsible for managing operations for the Outbound & Inbound process and spearheading teams for excelling business targets & service delivery metrics.
• Core responsibilities include achieving targets (Daily, Weekly & Monthly)
• Supervised and managed the team to ensure optimum performance.
• Guiding CSR s’ their Do’s & Don’ts about operation.
• Recruiting for operations (CSR, Senior CSR, QA, Trainers & Tl’s).
• Draft vendors requirement, details for the project design
• Share Project Team Matrix, Support Team Matrix and Operation Team Matrix with vendors.
• Design operation team structure based on Program requirement.
• Study, design, build, operate and manage the operation team for specific client processes.
Handled customers from US, UK, Australia & Canada via calls, emails & social media
Worked as Senior Team Lead Operations for International Process
• Was apart of Fortune 500 US client in the Finance Vertical, who is the 3rd largest issuer of Pre Paid card - GREENDOT, An Inbound up selling Process.
• Actively involved in process migration-Work involved performing detailed process mapping and setting-up operations from initiation, instituting systems and processes and managing a team ensuring smooth project execution.
• Managing a team of 45+ specialists, ensuring optimum performance (entire Evening Shift).
• Core responsibilities include achieving Client Service Level Agreements, weekly and monthly Client interaction, Performance reviews with the client monthly and quarterly.
Oct ‘05 - Mar ‘07 (Promoted as a Team Lead Operations)
Apr ‘04 - Sep ’05 (Moved as a Quality Analyst)
Sep ‘03 - Mar ’04 (Re-Designated as a Process Trainer)
Apr ‘03 - Aug ‘03 (Promoted as a Senior E-Relationship Officer)
Apr ‘02 - Mar ‘03 (Joined as an E-Relationship Officer)
Completed BBM & Diploma in RAC
Diploma in RAC