Abhinav Chandok

LOB - SOTC Domestic Sales

• Scaled team headcount from 15 to 35 FTEs; led successful ramp-up for new SH Sales LOB with 20-member pilot batch
• Improved conversion rates and team productivity through structured performance tracking
• Conducted monthly and quarterly business reviews (MBR/QBR) with actionable decks for clients
• Managed escalation resolution, agent bifurcation (Inbound vs Outbound), and attrition control
• Recruited and trained new advisors; optimized roster planning and team structure

LOB - SOTC Domestic Sales

• Maintained monthly target adherence and increased individual agent productivity
• Regular client interactions and Oversaw call quality improvements
• Handled hiring, team bifurcation, daily KPI tracking, and roster design to reduce shrinkage
• Controlled attrition and supported long-term agent engagement strategies

LOB - Snapdeal Seller Support

• Managed 70+ associates and 4 team leads; brought down open tickets from 18,000 to 700
• Led productivity improvement initiatives, reducing FRT and ageing ticket volume
• Maintained seller satisfaction and quality score benchmarks
• Worked closely with clients to analyze KPI trends and drive SLA improvements
• Led to neutral score in RNP model from negative
• Real time RCA for not meeting RNP

LOB - Snapdeal Seller Support

• Managed 30+ associates and 2 assistant team leads
• Reduced ageing tickets from over 200 days to fewer than 14 days within 60 days by implementing targeted backlog clearance strategies.
• Implemented shrinkage and attrition control mechanisms with efficient roster planning

LOB - Snapdeal (Check Out Drop Out).

• Led a team of 20 associates in outbound sales calling process
• Ensured consistent team performance, RCA documentation for misses, and quality delivery

LOB - Snapdeal (Check Out Drop Out)

• Played a key role during COVID stabilization
• Doubled team size (10 to 25) in 15 days for Snapdeal CODO process

LOB - Make My Trip (INTL Sales)

• Delivered customized South East Asia itineraries for families, honeymooners & Bachelors via voice/chat support
• Maintained strong conversion with consultative selling
• Ranked 2nd in PAN India sales of Singapore Packages
• Business discontinued due to COVID

• Designed custom domestic travel packages for walk-in clients; promoted within 5 months
• Left due to cultural misfit and management issues

• Created itineraries, coordinated vendor bookings, and managed visa/logistics
• Provided real-time support to clients during travel

• Welcomed international tourists, facilitated logistics, explained itineraries, and ensured smooth Delhi sightseeing experiences