Noida, Uttar Pradesh, India
A self motivated, data driven professional with experience and
dynamic career in Customer Service / Client Outreach / Tele-Sales
with relations across multiple verticals leading to customer / client
satisfaction and revenue generation for existing businesses.
A resolute professional committed to meeting and exceeding
deliverables :
- Customer Service
- Tele Sales
- Communications
- Client Outreach
- Coaching
- Team Management
- Mentorship
January 2023 - Present
June 2017 - September 2022
Ensuring closure of Complaints with a fast turn around time.
Conducting regular meet-ups with brands/ clients to ensure compliance with predefined metrics, progress
checks and improving efficiency.
Responsible for organizing regular trainings/re-trainings of brands already on - board.
Liasing and conducting regular meet-ups with Points Of Contacts/ Stakeholders from Banks/Brands
on-board to remove bottlenecks and improve overall business.
Identifying and pre-emptively resolving any anomalies from escalating into potential business loss issues.
Being the Point of Contact for senior management of brands/clients.
Promoted to Sr. Manager during my tenure in the company based on a proven track record.
Handling data given by the company/clients in a secure manner and generating relevant reports for business teams and clients.
Responsible for maintaining general discipline and conformation of compliance on the floor.
June 2013 - May 2017
• Directly responsible for handling a Retail Sales team of 15 Management
Trainees hired for specialized roles.
• Managed a team of Tele-sales executives including a Field Sales team.
• Was among the two chosen Team Leaders tasked to train Management
Trainees and take them through
the paces of getting a hands on understanding of Operations/Retail Sales.
•Solely given the additional responsibility of handling an Offline Centre campaign to generate footfalls for
the company's offline centres with direct reporting to the COO
• Conducting On The Job training for new hires, coaching, counseling and mentoring.
• Maximizing efficiency by improving the conversion rate of the designated workforce.
• Assisting associates with sales in real time, following up with clients and providing skills transfer in
the process.
• Auditing calls, sharing feedback and following up to ensure implementation.
• Conducting regular one on one with the team.
• Sharing business updates with the team and handling client escalation/complaints.
• Promoted to Asst. Manager before completing a tenure of 2 years in the company based on a proven track
record.
• Handling, sharing and securing all data given by the company and
generating relevant reports for the team
and senior management.
• Responsible for maintaining general discipline and compliance conformation on the floor.
• Given the additional responsibility of conducting the Operations round during interviews for new hires.
• Was on deputation to the Home Demo vertical for six months for the purpose of grooming new hires.
• Responsible for managing a batch of Engineer & Management Trainees as a part of a larger
experiment of using high end resources in calling profile. I was handpicked for this role due to my experience
and proven sales record.
February 2012 - June 2013
• Directly responsible for handling a team of 30-40 associates at any given time and a complement of 2 SME's.
• Conducting On The Job training for new hires and imparting process training to them.
• Ensuring that Campaign/Company metrics were met on a weekly/monthly
basis.
• Imparting updates and skills enhancement training to the team on a real-time and ad hoc basis.
• Handling maximum possible verification as a precursor to making sales.
• Coaching and counseling associates, conducting one on one sessions.
• Team and Data Management to ensure that all data was secured and
available as and when needed.
• Improving overall process quality.
• Promoting teamwork and infusing the spirit of taking the onus to complete assigned tasks.
• Handling and resolving escalations/complaints.
• Ensuring maximum profitability for the business as the first and foremost area of responsibility.
August 2011 - February 2012
• Conducting training sessions for new hires and production agents.
• to ensure that agents assigned to map were coached on a real time basis to improve sales output.
• Helping in the development and enhancement of sales skills.
• Monitoring sales data and performing data analysis to ensure parity with process metrics and working on
areas of improvement.
• Contributing as a team to achieve profitability for the business and ensuring compliance.
April 2005 - August 2011
• Responsible for auditing and documenting Live & Recorded calls.
• Sharing updates and training of agents assigned to my span.
• Ensuring Customer satisfaction scores of agents remain at par/excels client assigned metrics.
• Liasing with Span Leaders to discuss/implement best practice sharing within the assigned span.
• Handling new hire hands on training on the operations floor, training and taking them through the paces
as their mentor till they assumed production status.
• Resolving call escalations/complaints.
• Taking crew briefs, formulating Process Knowledge Tests to ensure parity of process knowledge among
agents.
• Undertook a Time Motion study project at a process level which was
successful and led to the clients
increasing the process AHT which had a direct, positive effect on the company's revenue.
• Participated in various trainings and workshops over my tenure to enhance my personal skills set,
Improve sales, productivity and deliver maximum output.
• Was chosen among a select few QA's within the process to also conduct
Voice Assessment Test for new
hires.
• Participating in weekly internal and client call calibrations to facilitate a standard operating procedure
across the floor.
1999 - 2002
1997 - 1999
1988 - 1997
Noida, Uttar Pradesh, India
A self motivated, data driven professional with experience and
dynamic career in Customer Service / Client Outreach / Tele-Sales
with relations across multiple verticals leading to customer / client
satisfaction and revenue generation for existing businesses.
A resolute professional committed to meeting and exceeding
deliverables :
- Customer Service
- Tele Sales
- Communications
- Client Outreach
- Coaching
- Team Management
- Mentorship
January 2023 - Present
June 2017 - September 2022
Ensuring closure of Complaints with a fast turn around time.
Conducting regular meet-ups with brands/ clients to ensure compliance with predefined metrics, progress
checks and improving efficiency.
Responsible for organizing regular trainings/re-trainings of brands already on - board.
Liasing and conducting regular meet-ups with Points Of Contacts/ Stakeholders from Banks/Brands
on-board to remove bottlenecks and improve overall business.
Identifying and pre-emptively resolving any anomalies from escalating into potential business loss issues.
Being the Point of Contact for senior management of brands/clients.
Promoted to Sr. Manager during my tenure in the company based on a proven track record.
Handling data given by the company/clients in a secure manner and generating relevant reports for business teams and clients.
Responsible for maintaining general discipline and conformation of compliance on the floor.
June 2013 - May 2017
• Directly responsible for handling a Retail Sales team of 15 Management
Trainees hired for specialized roles.
• Managed a team of Tele-sales executives including a Field Sales team.
• Was among the two chosen Team Leaders tasked to train Management
Trainees and take them through
the paces of getting a hands on understanding of Operations/Retail Sales.
•Solely given the additional responsibility of handling an Offline Centre campaign to generate footfalls for
the company's offline centres with direct reporting to the COO
• Conducting On The Job training for new hires, coaching, counseling and mentoring.
• Maximizing efficiency by improving the conversion rate of the designated workforce.
• Assisting associates with sales in real time, following up with clients and providing skills transfer in
the process.
• Auditing calls, sharing feedback and following up to ensure implementation.
• Conducting regular one on one with the team.
• Sharing business updates with the team and handling client escalation/complaints.
• Promoted to Asst. Manager before completing a tenure of 2 years in the company based on a proven track
record.
• Handling, sharing and securing all data given by the company and
generating relevant reports for the team
and senior management.
• Responsible for maintaining general discipline and compliance conformation on the floor.
• Given the additional responsibility of conducting the Operations round during interviews for new hires.
• Was on deputation to the Home Demo vertical for six months for the purpose of grooming new hires.
• Responsible for managing a batch of Engineer & Management Trainees as a part of a larger
experiment of using high end resources in calling profile. I was handpicked for this role due to my experience
and proven sales record.
February 2012 - June 2013
• Directly responsible for handling a team of 30-40 associates at any given time and a complement of 2 SME's.
• Conducting On The Job training for new hires and imparting process training to them.
• Ensuring that Campaign/Company metrics were met on a weekly/monthly
basis.
• Imparting updates and skills enhancement training to the team on a real-time and ad hoc basis.
• Handling maximum possible verification as a precursor to making sales.
• Coaching and counseling associates, conducting one on one sessions.
• Team and Data Management to ensure that all data was secured and
available as and when needed.
• Improving overall process quality.
• Promoting teamwork and infusing the spirit of taking the onus to complete assigned tasks.
• Handling and resolving escalations/complaints.
• Ensuring maximum profitability for the business as the first and foremost area of responsibility.
August 2011 - February 2012
• Conducting training sessions for new hires and production agents.
• to ensure that agents assigned to map were coached on a real time basis to improve sales output.
• Helping in the development and enhancement of sales skills.
• Monitoring sales data and performing data analysis to ensure parity with process metrics and working on
areas of improvement.
• Contributing as a team to achieve profitability for the business and ensuring compliance.
April 2005 - August 2011
• Responsible for auditing and documenting Live & Recorded calls.
• Sharing updates and training of agents assigned to my span.
• Ensuring Customer satisfaction scores of agents remain at par/excels client assigned metrics.
• Liasing with Span Leaders to discuss/implement best practice sharing within the assigned span.
• Handling new hire hands on training on the operations floor, training and taking them through the paces
as their mentor till they assumed production status.
• Resolving call escalations/complaints.
• Taking crew briefs, formulating Process Knowledge Tests to ensure parity of process knowledge among
agents.
• Undertook a Time Motion study project at a process level which was
successful and led to the clients
increasing the process AHT which had a direct, positive effect on the company's revenue.
• Participated in various trainings and workshops over my tenure to enhance my personal skills set,
Improve sales, productivity and deliver maximum output.
• Was chosen among a select few QA's within the process to also conduct
Voice Assessment Test for new
hires.
• Participating in weekly internal and client call calibrations to facilitate a standard operating procedure
across the floor.
1999 - 2002
1997 - 1999
1988 - 1997