Aleena Raju

Overview:

Act as a vital link between the client & the operations team. Attend client calls, interact with clients frequently & communicate feedback to the operations team. Control cost through effective utilization of personnel, materials & equipment. Recognize performance & behavioural problems in the team & act proactively to ensure productivity is unhampered. Contribute to the preparation of the team's profit & Loss statement monthly.

Client Management:

• Single point contact for the client & the senior management for the entire process
• Interface with clients frequently & maintain an excellent relationship with them
• Handle escalated calls from clients

Project Management:

• Oversee & coordinate the day- to-day process activities
• Ensure accuracy is maintained in jobs submitted to clients
• Set-up work, shift schedules, evaluate recommended software & deal with & report any problems that may arise
• Responsible for quality & timely completion of all projects
• Delegate & manage production capacity on the shift Team Management

Team Management:

• Manage team of Financial Analyst - Associates, Proofreaders & QCs
• Develop strong inter-personal relationships with the team
• Coach, Counsel, Train team members
• Develop an environment that provides motivation & development opportunities for the team
• Introduce initiatives for team development
• Support & develop direct reports in their work
• Recognize & reward performance & ensure welfare measures are carried out

• Continuously hit or exceeded sales targets by implementing reward systems within the sales team.
• Liaised with the marketing team on sales collateral and website lead magnets.
• Ran industry trade show stand alongside marketing team.
• Worked on company sales strategy with the senior business team.
• Managed a team of, 4 SM, 2 SME & 40 junior sales executives.
• Managed the QA team to implement QA guidelines, QA markdowns & QA agent reports
• Tracked emerging industry trends and competitor activities by researching, networking and analysing analytics.
• Acted as thought leader by gaining respect and trust of consumers and competitors through persuasive writing and presentations.
• Identified industry events to generate prospects for pipeline.
• Stayed updated on industry best practices and standards by attending events, seminars and training programmes.
• Worked with customer service team on any client issues.
• Used a confident, friendly approach when interacting with clients, maintaining excellent relationships by being helpful and supportive.
• Managed sales team recruitment, selecting talent based on drive, confidence, determination and hunger for sales.
• Built long-lasting and extensive customer relationships by partnering with them and understanding their needs.
• Monitored inbound sales enquiries by email and Power BI.
• Met and presented to prospects in offices settings and via Zoom.
• Designed effective and successful sales strategies that saw 100% growth within 6 months.
• Closely monitored sales team performance, ensuring individuals stayed on track to meet targets, offering extra training where needed.
• Monitored inbound sales pipeline using Powe BI systems.
• Generated and presented sales, revenue and expenses report to management teams for review.

• Reporting to the Directors
• Daily, Weekly, Monthly EOS & EOD
• DAP & PIP monitoring
• Fortnightly & quarterly performance analysis for the branch managers, CC consultants
• Maintained detailed product knowledge to competently and expertly advise customers.
• Applied correct hold and transfer procedures, consistently keeping call times within the time frame target.
• Increased customer satisfaction by offering friendly, helpful and informative customer service.
• Dealt with complex customer complaints professionally and politely, resolving issues with favourable solutions.
• Made high volume of sales calls per day exceeding company outbound call targets.
• Wrote and submitted timely reports on performance, targets and customer queries.
• Guided callers through troubleshooting, navigating company site and using products or services.

• Monitoring & Analyzing Branch Operations
• Resource person for the Corporate Office
• Handling a team of 25 Employees in the Branch
• Conducting Weekly & Monthly Presentations
• Conducting Career Orientation Program for Schools & Colleges
• Represented Lakshya for Manorama Commerce Seminar
• Payroll Preparations
• Complete Admin Coordination's
• Faculty Management & Scheduling
• Supporting Contact Center Operations
• Software Handling such as Classpro & Bit voice

• Equal resource person for Branch & Corporate Office Staff Monitoring
• Counselling students
• Admission Closure