Abhishek Tiwari
Sales Coach | Project Manager
New Delhi
Summary
With over 20 years of experience in FMCG (alcobev), retail, sales and distribution, channel management, project management and learning and development, I've worked with global firms including Bira91 Beverages, Airtel Bharti Solution, Reliance, Vodafone, Hutchison Telecommunications, and Essar Cellphone.
Developed skills in competitive sales environment, including strategic planning, team leadership, and performance analysis. Looking to transition into new field, bringing proven ability to inspire and drive teams towards achieving sales goals. Committed to leveraging these skills to create impactful and results-driven outcomes in new professional setting.
Overview
1823
1823
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
Sales Coach
B9 Beverages Ltd.
New Delhi
04.2024 - Current
- Adhering to the Marketing Learning Plan as PJP prescribes at a 95% rate or higher
- Encouraged the adoption of new sales techniques and technologies to help team members stay ahead in a competitive market.
- Coordinate with Delhi Government Corporation officials-DTTDC, DSIIDC, DCCWS, and DSCSC-for introducing and placing B9 beverages and handling grievances about liquids
- Enhance employee learning opportunities and cluster combat readiness for both current and new sales personnel
- Planning and scheduling daily assessments and monthly certification for all sales representatives
- Ensuring daily assessment compliance within the stipulated time by flashing hourly reports to all sales representatives and their Cluster Head
- Ensure that range selling is encouraged and practiced at almost every premium outlet
- Brand visibility across all on and off-trade outlets
- Try to include all premium outlets in contracts so that they can receive rebates and activation incentives
- Handling Haryana L1 (Distributors) & L2 (Retail counters-Premium & Nonpremium)
- Ensure that all sales agents oversee sales distribution, sell-through, and sell-in
- The All-Star app is installed on the CSM's mobile device
Senior Group Manager- S&D & Retail Project
Bharti Airtel Limited
New Delhi
12.202 - 03.202
- Collaborated with other group managers to develop best practices for operational efficiency across departments.
- Identified areas of improvement through regular performance reviews, providing constructive feedback and coaching for team members.
- Sales & Distribution Training: Supported distributors to highlight schemes to retailers, to enable them to achieve target
- Handled the entire range of Retail Process Management, entailing strict quality adherence & monitoring effective delivery of training sessions (180+) with an extra focus on QOS
- (Quality of Service)
- Managing and coordinating daily with all pan India Trainers on Video calls for Morning Huddle related to standard operating procedures, products, and processes to keep them all on the same page and flashing and maintaining Minutes of Meetings of that
- For knowledge checks related to SOP, products, processes, and applications has launched DKT (Daily Knowledge Test) with the help of the BUZZ App
- Across India, have designed the quiz daily and uploaded the same on the Buzz app
- Track the coverage every 3 hrs
- And flash the compliance report to all including Country Head
- Ensure to cover 100% population within the timeline
- Functional training- Sales & Service Training based on Airtel Serve2Grow concept, Product/Process Training, behavioral and TTT (Train the Trainer), Conducting NHIP batches for new Trainers & new Airtel joiners SOP and Content creation /alteration for LMS
- Maintain knowledge base articles across India for Airtel employees
- Conducted batches on Sales & Distribution, B2B, Small Office Home Office, Airtel Payments Bank, Postpaid, Prepaid, Broadband, DTH/Xstream box and Airtel tools, i.e., CRM, Service Portal, Airtel Service Now, iPACS, Appointment Management System, Airtel Buzz, Ezeetab, Airtel Works
Group Manager- Retail Lead Quality Trainer
Bharti Airtel Limited
04.2013 - 11.2022
- Design & deliver learning solutions related to Airtel D2C (Direct to Customer) (Beat Plan for Sales channels, behavioral, soft skills, functional training related), enable TNA/TNI-based refresher modules for ~4200 Airtel Friends, along with evaluating learning requirements using conducting skills assessment
- Identified areas of improvement through regular performance reviews, providing constructive feedback and coaching for team members.
- Handled the entire range of Retail process management, entailing strict quality adherence & monitoring effective delivery of training sessions (250+) with an extra focus on QOS
- Which includes PTR Screening and tracking and flashing OBOM (One Batch One Mail) and Morning Huddle Compliance Pan India daily
- Designing SOPs & Decision Tree for NHIP Training- RAG Analysis (RED AMBER GREEN) Escalation Management Process, Customer Interaction Protocol, Service Follow-up process, Customer Account Updation, Customer Account Validation, Fraud Management Process
Deputy Manager- Training Effective Consultant
Bharti Airtel Limited
12.2009 - 03.2013
- Vendor management framework Lucknow, Mobility LOB (inbound & KNE desk process) & Cogent Bareilly (Tele verification process) & evaluate ways of working for BPO partners
- Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
- Worked as Airtel Core group member- as a lead for Call center Projects like AFR (Audit for Results), and EOCO (Each One Coach One)
- Received TEC of the Quarter award for ABS-CSD (Q3 Oct '10-Dec'10)
Assistant Manager- Customer Care Lead
Reliance Communication Limited
Kanpur
12.2007 - 11.2009
- Overseeing distribution channels to optimize product availability and customer satisfaction
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Managing various tasks like inventory management, building relationships with distributors, and ensuring efficient delivery processes
- Handset vendor management: Handset repair using coordinating with H/s Vendors, organizing service/handset-related camps at RMS/ASC along with handling the R-DEL project (Rural Development) -this led to a huge achievement increase in distributor satisfaction by 25%
- Handle touch point related all activities: Monitoring and enhancing RW/RMS/FOFO CRE's performance, by ensuring training on concern areas, which impacted C-SAT and FTR scores positively (increased by 30%)
Senior Executive- CallCenter & Zonal Operations
Essar/Hutch/Vodafone
10.2002 - 11.2007
- Call Center Management (Operations)-Role included giving inputs for the planning of the call center along with handling a large Team of 50 superior Quality CROs
- Streamlined operations for increased efficiency by identifying bottlenecks in sales processes and implementing targeted solutions.
- Cultivated a culture of continuous improvement by promoting open communication channels for feedback from all levels within the organization.
- Boosted operational efficiency through implementation of lean principles, resulting in reduced waste and improved production timelines.
- Coordinating with different teams to ensure zero shrinkage and 100% Target achievement
- Distributor & Channel Management (Lucknow Zone)-This role involved resolving Distributor and retailer-related operational issues for Distributor delight and achieve 100% Prepaid Sims sales target
- Vendor Management (Marketing Related)-Have also handled marketing-related portfolios like the branding of Vodafone stores, post-brand change from HUTCH to VODAFONE
Education
PG Diploma -
Indian Society for Training & Development
07.2022 - 03.2024
MBA - HR
Vinayak Missions University
Salem, T.N 06.2009 - 04.2011
Bachelor of Commerce - undefined
Lucknow University
04.1998 - 04.2001
Intermediate - undefined
U.P Board
High School - undefined
ICSE Board
Skills
- Adapting Training to Local Needs
- Team Motivation
- Communication and Stake Holder Engagement
- Negotiation skill
- Interpersonal skill
- Team management
- Conflict Management
- Technical Expertise and Technology Integration
- Documentation and Detail oriented
- Problem-solving and Adaptability
- Time Management
- Knowledge of ethical standards
- Regulatory Knowledge
- Planning and scheduling
- Monitoring & Impact assessment
- Assessment & Certification
- Communication Skills
- Sales process management
- Upselling strategies
- Coaching techniques
Accomplishments
- Appreciation received from Airtel Retail CEO Vir Inder Nath for BCRM application training conducted for all Senior officials at the Airtel President's Office.
- Recognized as 'Employee of the Month' in 2020 for exceptional webinar-based Airtel Retail TTT boot camps.
- Received TEC of the Quarter award for ABS-CSD (Q3 Oct '10-Dec'10).
- Recognized for a contribution towards making the Vodafone Team No. 1 in customer services for the period Apr 06- Sep 06.
Timeline
Sales Coach
B9 Beverages Ltd.
04.2024 - Current
PG Diploma -
Indian Society for Training & Development
07.2022 - 03.2024
Group Manager- Retail Lead Quality Trainer
Bharti Airtel Limited
04.2013 - 11.2022
Deputy Manager- Training Effective Consultant
Bharti Airtel Limited
12.2009 - 03.2013
MBA - HR
Vinayak Missions University
06.2009 - 04.2011
Assistant Manager- Customer Care Lead
Reliance Communication Limited
12.2007 - 11.2009
Senior Executive- CallCenter & Zonal Operations
Essar/Hutch/Vodafone
10.2002 - 11.2007
Bachelor of Commerce - undefined
Lucknow University
04.1998 - 04.2001
Intermediate - undefined
U.P Board
High School - undefined
ICSE Board
Senior Group Manager- S&D & Retail Project
Bharti Airtel Limited
12.202 - 03.202
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