Alagu Balaje

• Collaborated with account executives to penetrate new accounts, identify potential customers and coordinate product demonstrations.
• Prepared presentations for prospective clients outlining the benefits of using our products or services.
• Maintained an up-to-date database of contacts within the industry for networking purposes.
• Monitored competitors' activities related to pricing, product development, promotions.
• Provided assistance to prospective clients to encourage high level of customer service.
• Exceeded quotas consistently through new account penetration.
• Researched potential business opportunities in new and existing markets.

• Developed and implemented sales strategies to increase revenue.
• Maintained customer relationships by providing product information, quotes and technical support.
• Conducted market research and competitor analysis to identify new opportunities for growth.
• Performed cold calling activities to generate qualified leads.
• Created detailed reports on weekly sales performance metrics including calls made, opportunities created, deals closed and total revenue generated.
• Utilized CRM software to track leads, manage accounts and monitor progress towards overall sales goals.
• Researched industry trends and identified opportunities for business expansion.
• Provided timely follow-up with prospects via email or phone calls.
• Communicated with repeat customers to build long-term relationships.

• Answered incoming calls, emails, and chats in a timely manner.
• Assisted customers with product inquiries and order status updates.
• Resolved customer complaints quickly and professionally.
• Identified opportunities to improve the customer experience through feedback analysis.
• Collaborated with other departments to ensure customer needs were met efficiently.
• Maintained accurate records of all interactions with customers in CRM system.
• Participated in training sessions related to new products or services offered by the company.
• Improved product knowledge on continuous basis to provide optimal service and achieve targets.

• Subject Matter Expert supporting Team Lead in operations & Team management, responsible for team's performance & generating reports
• Experience of handling 20-member team in the absence of the Team Lead as a single-source of support in a 11-hour duration shift
• Responsible for handling 2nd level escalation calls from agents providing on-call support to B2C customers
• Support team members through floor support, on-call resolution support, etc
• Generate hourly & bi-hourly, weekly & monthly reports for AHT, ACW & Performance
• Set goals & educate about the KPI's to team members
• Responsible for team's performance month-on-month
• Have one-on-one sessions to provide feedback by listening to the team member's calls
• Track calls to generate after call feedback emails to customers
• Manage the team, floor in the absence of the Team Leader.

GPA: 6.9

Secured 77.5%

Secured 81.6%