Manager - Customer Service and Sales:Morton Media/Dubai/November 2022 - August 2024- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Assisted in recruitment to build team of top performers.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Developed risk management plans, minimizing potential project disruptions, and ensuring timely delivery.
Client Excellence and Relationship Leader:Emeritus/Mumbai/May 2017-October 2022- Set up the process of customer excellence and relations with a team of 14 PA’s.
- Managing and resolving escalations from the school and the customers.
- Liaising all communications between the school and the organization.
- Ensuring every email and escalation is adhered and responded to within TAT.
- Brought down the resolution time to 3 hours from 9 hours in 3 months.
Team Leader - Inbound Sales and Customer service:- Set up the complete inbound process for sales and inbound calls from 2 PAs to 18 PA’s.
- Managing the complete inbound queue which includes deciding when and which queues to start and pause.
- Ensuring maximum number of calls are answered and serviced. Achieved a 98% answer rate from a 40% answer rate in 3 months.
Team Leader - Outbound Sales: - Managing a team of 23 agents with 12 different courses which included 8 certificate and 4 Post Graduate Diploma courses with a total of 1,200+ enrolments per quarter with a ticket size of $1,750,000.
- Ensuring that the team meets their sales goals every quarter.
- Managing my teams KPI (Key Performance Indicators): Talk time, Number of dials, Conversion rate, Quality and Attendance.
- Working closely with the marketing team and deciding on when and where to market for a course.
- Managing Bottom Quartile and PIP for PAs to not only ensure that they come up the benchmark but also perform better once they are out of the management plan.
- Handling supervisor calls and handling supervisor e-mails. Managing training sessions with new joiners.
- Coming up with new strategies and execution plans to ensure that the number of sales picks up every quarter.
Program AdvisorSelling course, advising about courses and assisting customers: - Build and manage lead pipeline of multi discipline education programs from globally renowned Business Schools such as MIT Sloan, Columbia, Cambridge, NYU, etc.
- Providing in depth and customized information to interested executives who enquire on comprehensive leadership development programs through phone and email.
- Guiding and following up on program milestones, documentation, timelines and payments with customers.
- Demonstrating abilities to leverage internal and external relations with other departments to move the lead through pipeline stages.
- Mentoring, Training and Managing new team members with process knowledge and using the platform to ensure that they are updated with all process related queries.
Associate ConsultantAntal International/Mumbai/December 2015-February 2017Business development, Head Hunting, Sourcing, Recruitment, End to End Recruitment and Follow up process:- Sourcing candidates from Job Portals (Wisdom Jobs, Monster, Times Jobs, Shine, Naukri, etc.)
- Screen ascertaining the competence of candidates against a job description Meeting candidates in person, telephone, or video conference etc. to assess their qualifications.
- Keep your candidates in the loop.
- Showing or offering candidate resume to hiring managers to scrutinize or consider hiring them.
- Handling full life cycle recruiting interfacing with hiring managers, Sourcing/pre-screening candidates, and tracking candidates via various job portals industry contacts & internal candidate database.
Sales and customer care executive.Tech Mahindra Business Services (3G Global)/Mumbai/October 2013-December 2015[U.K. Process]Sales, Retention and Customer service: - Selling of phones and plans to the customer.
- Advice the customer what best would suit their needs.
- Handling teams, training new hires and providing with floor support.
- Ensuring superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Sales and customer care executive.JP Morgan Chase/Mumbai/October 2004-October 2013[U.S. Process]Card activation and sales (8 years) & Collection process (1 year):- Handling inbound calls for customer service and credit card activation.
- Reviewing the financial status of the card members.
- Advising and promoting payment plans and in credit card payoffs.
- Offering credit card protection plans and upselling insurance.
- Counselling and advising on how to maintain credit stability.
- Training team members on improving sales and customer relations.
Sales and customer care executive.ICICI One source/Mumbai/July 2003-October 2004[U.K. Process]Express gift Ltd process and Lloyd’s phone banking service process:- Placing gift orders, communicating and interacting with clients and solving queries related to gift products, International Tele-Marketing.
- End to end Phone Banking, Customer services, Communication and interaction with customers.
- Managing and solving the leads end to end banking related queries.
Awards and Recognition till date: - Highest enrolments in Digital Marketing – Best ever in the company.
- Superlative quality performances in customer service – Best across LOB’s.
- Superior service team – Best service provided across LOB’s.
- Trail blazer award – Highest balance transfer amount.
- 100% Quality – Achieving 100% on every call monitored in the quarter.
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