Dakshinpuri, New Delhi, Delhi 110062, India
I have over 9 years of experience in sales, Business Development, and Customer Service, i have worked for different industries with different roles and responsibilities to bring better results for the business.
I've worked with startup-like innowayt as well as established organizations like MMT, Intelenet Global, and Naaptol Online. which has helped me learn skills to better drive sales, customer success, and different aspects of the business process.
March 2018 - January 2021
Innowayt - Sales and Operations
Key Responsibilities :
. Leading Sales and Customer service for Innowayt .Co and .Com CRM
. Meeting People Online/offline and introducing Innowayt CRM
. Follow-ups with leads
. Analyzing Sales and CSAT and taking necessary actions
. Creating marketing Content for Social Media promotions
. Generating leads through email, Whats app and linkedin
. Leading and training non-tenure associates
. Taking part of travel industry events and trade fairs to generate more business
. Providing Training to all subscribers and addressing post sale enquiries
. Reporting to CEO, CTO and Co-Founders for sales and business development planning
. Calls with developers with regards to development and integrations with CRM
. Testing the latest development on beta before making it live for sales
May 2016 - December 2017
. Marco Holidays - A Business Division of Naaptol online shopping pvt ltd
Key Responsibilities :
. Taking care of Sales and support Operations of 200 Sales associates with respect to Marco Holidays Product.
. Taking care of Marco Support to to Ensure the best of customer services. Monitoring and making Sales Reports and revie and monthly.
. Sharing adviser wise, Team wise and Work Group wise Performance. Training to Trainers on all recent updates.
. Ensuring Process Adherence on all Updates. Monitoring Calls and OB services
. Ensuring Redemption of bought packages.
. Initiated Training in Other centers i.e. HYD CJB and CCU to broadcast in regional languages of India
. Monitoring regional performance as well.
. Ensuring cases clearance during D-7, 3 and +1, to clear OMS and moving cases to finance/Product Teams.
. Close monitoring on APR report to check Agent wise utilization for support staff.
. Weekly Internal Reviews with Team Leads and Managers.
. Month wise business review with Business Head and respective Stack holders.
Achievements :
Recognized as Best Pillar Support for Holiday Sales. Recognized as Best Seller for L2 Performance Package Team with High GPM . R as Best Team Leader for July to Sep 2014 performance. Awarded as Best Lead in December 2014 for Goa LOB. Achieved March to
NFS Sales Targets on Goa product.
Skills Set :
. Microsoft Windows Platforms
. Ms-Office Ms-Word/Excel/Power-Point
. HTML
. Oracle CRM and Other Customer Relationship Management Applications
. Mid Office Navision tool
. Inventory Admin
. Genisys
. CCPulse/CMS
. Aspect 7.3 and 7.1
May 2015 - February 2016
Key Responsibility :
. Handling Website Escalations
. Follow-up with Service Delivering Team for smooth MTD
. Team and Performance Management
. Meeting Process SLA's
. Assigning Web Lead Opportunities Data in the team.
. Product Discrepancy Management
. Maintaining the Quality
. Conversion Report
. Sharing the View for Performance Reviews
. Maintaining Productivity Report
. Team Meetings
. Maintaining Transaction and Booking sheet
. Assuring the File Creation
. Payment collections
. Ensure proper Updates Dissemination
April 2014 - April 2015
Key Responsibility :
. Handling P1 Escalations
. Follow-up of P1 Cases and Closer
. Team and Performance Management
. Team Motivation and Development
. Meeting Process SLA's
. Live CMS Monitoring Call monitoring
. Cancellation report for Hotels, Flight and Packages All LOBs
. Updating Details in Hotel Admin
. Product Discrepancy Management
. Maintaining the Quality Scores
. Performance Review and Agent wise Feedback
. Maintaining Productivity Report
. Team Meetings
. Ensure proper Updates Dissemination
June 2013 - April 2014
Key Responsibility
. Handling escalations
. Resolution/Closure of All Priority Cases with Follow-up
. Managing update management tool on real time basis
. Managing team in absence of team leaders
. Keeping a tab on team absenteeism
. Hotel contracting for FIT
. Cancellation for Hotels and FPH
. Taking sessions on product related issues for agents
. Conducting dip check on new updates and refreshers when required
. Coordinating with WFM regarding Roster and Shift Management.
. Taking Care of OJT batches and their Performance
Apr 2014 - Apr 2015 Team Leader for Make My Trip Holiday Sales
Key Responsibility :
. Handling P1 Escalations
. Follow-up of P1 Cases and Closer
. Team and Performance Management
. Team Motivation and Development
. Meeting Process SLA's
. Live CMS Monitoring Call monitoring
. Cancellation report for Hotels, Flight and Packages All LOBs
. Updating Details in Hotel Admin
. Product Discrepancy Management
. Maintaining the Quality Scores
. Performance Review and Agent wise Feedback
. Maintaining Productivity Report
. Team Meetings
. Ensure proper Updates Dissemination
December 2011 - May 2013
Key Responsibilities :
. Reservation for Flight, Hotels and Holiday Packages.
. Itinerary Creation for Customized Packages.
. Follow-up with Customer to convert the Package Sales.
. Follow up with respective team to get the suggested itinerary and rates.
. Worked as a mentor for new hired mentees.
2014 - 2014
2010 - 2010
2009 - 2009
Dakshinpuri, New Delhi, Delhi 110062, India
I have over 9 years of experience in sales, Business Development, and Customer Service, i have worked for different industries with different roles and responsibilities to bring better results for the business.
I've worked with startup-like innowayt as well as established organizations like MMT, Intelenet Global, and Naaptol Online. which has helped me learn skills to better drive sales, customer success, and different aspects of the business process.
March 2018 - January 2021
Innowayt - Sales and Operations
Key Responsibilities :
. Leading Sales and Customer service for Innowayt .Co and .Com CRM
. Meeting People Online/offline and introducing Innowayt CRM
. Follow-ups with leads
. Analyzing Sales and CSAT and taking necessary actions
. Creating marketing Content for Social Media promotions
. Generating leads through email, Whats app and linkedin
. Leading and training non-tenure associates
. Taking part of travel industry events and trade fairs to generate more business
. Providing Training to all subscribers and addressing post sale enquiries
. Reporting to CEO, CTO and Co-Founders for sales and business development planning
. Calls with developers with regards to development and integrations with CRM
. Testing the latest development on beta before making it live for sales
May 2016 - December 2017
. Marco Holidays - A Business Division of Naaptol online shopping pvt ltd
Key Responsibilities :
. Taking care of Sales and support Operations of 200 Sales associates with respect to Marco Holidays Product.
. Taking care of Marco Support to to Ensure the best of customer services. Monitoring and making Sales Reports and revie and monthly.
. Sharing adviser wise, Team wise and Work Group wise Performance. Training to Trainers on all recent updates.
. Ensuring Process Adherence on all Updates. Monitoring Calls and OB services
. Ensuring Redemption of bought packages.
. Initiated Training in Other centers i.e. HYD CJB and CCU to broadcast in regional languages of India
. Monitoring regional performance as well.
. Ensuring cases clearance during D-7, 3 and +1, to clear OMS and moving cases to finance/Product Teams.
. Close monitoring on APR report to check Agent wise utilization for support staff.
. Weekly Internal Reviews with Team Leads and Managers.
. Month wise business review with Business Head and respective Stack holders.
Achievements :
Recognized as Best Pillar Support for Holiday Sales. Recognized as Best Seller for L2 Performance Package Team with High GPM . R as Best Team Leader for July to Sep 2014 performance. Awarded as Best Lead in December 2014 for Goa LOB. Achieved March to
NFS Sales Targets on Goa product.
Skills Set :
. Microsoft Windows Platforms
. Ms-Office Ms-Word/Excel/Power-Point
. HTML
. Oracle CRM and Other Customer Relationship Management Applications
. Mid Office Navision tool
. Inventory Admin
. Genisys
. CCPulse/CMS
. Aspect 7.3 and 7.1
May 2015 - February 2016
Key Responsibility :
. Handling Website Escalations
. Follow-up with Service Delivering Team for smooth MTD
. Team and Performance Management
. Meeting Process SLA's
. Assigning Web Lead Opportunities Data in the team.
. Product Discrepancy Management
. Maintaining the Quality
. Conversion Report
. Sharing the View for Performance Reviews
. Maintaining Productivity Report
. Team Meetings
. Maintaining Transaction and Booking sheet
. Assuring the File Creation
. Payment collections
. Ensure proper Updates Dissemination
April 2014 - April 2015
Key Responsibility :
. Handling P1 Escalations
. Follow-up of P1 Cases and Closer
. Team and Performance Management
. Team Motivation and Development
. Meeting Process SLA's
. Live CMS Monitoring Call monitoring
. Cancellation report for Hotels, Flight and Packages All LOBs
. Updating Details in Hotel Admin
. Product Discrepancy Management
. Maintaining the Quality Scores
. Performance Review and Agent wise Feedback
. Maintaining Productivity Report
. Team Meetings
. Ensure proper Updates Dissemination
June 2013 - April 2014
Key Responsibility
. Handling escalations
. Resolution/Closure of All Priority Cases with Follow-up
. Managing update management tool on real time basis
. Managing team in absence of team leaders
. Keeping a tab on team absenteeism
. Hotel contracting for FIT
. Cancellation for Hotels and FPH
. Taking sessions on product related issues for agents
. Conducting dip check on new updates and refreshers when required
. Coordinating with WFM regarding Roster and Shift Management.
. Taking Care of OJT batches and their Performance
Apr 2014 - Apr 2015 Team Leader for Make My Trip Holiday Sales
Key Responsibility :
. Handling P1 Escalations
. Follow-up of P1 Cases and Closer
. Team and Performance Management
. Team Motivation and Development
. Meeting Process SLA's
. Live CMS Monitoring Call monitoring
. Cancellation report for Hotels, Flight and Packages All LOBs
. Updating Details in Hotel Admin
. Product Discrepancy Management
. Maintaining the Quality Scores
. Performance Review and Agent wise Feedback
. Maintaining Productivity Report
. Team Meetings
. Ensure proper Updates Dissemination
December 2011 - May 2013
Key Responsibilities :
. Reservation for Flight, Hotels and Holiday Packages.
. Itinerary Creation for Customized Packages.
. Follow-up with Customer to convert the Package Sales.
. Follow up with respective team to get the suggested itinerary and rates.
. Worked as a mentor for new hired mentees.
2014 - 2014
2010 - 2010
2009 - 2009