Arunendra Sharma
Indirapuram
Summary
Dynamic sales leader with a proven track record at Housing.com, excelling in revenue optimization and team-building. Expert in lead generation and performance monitoring, I drive significant improvements in sales productivity and conversion rates. My strong communication skills and data analysis expertise empower teams to exceed targets and foster a culture of excellence.
Overview
17
17
years of professional experience
Work History
Inside Sales / Team Handling / Process Ownership
Housing.com
03.2022 - Current
- Driving sales for the Tier-I, II & III Broker Inside Sales Process to achieve monthly revenue and business targets.
- Managing and executing Strategic Projects focused on improving sales productivity including lead generation and lead qualification initiatives.
- Ensuring timely renewal of paid clients within 45 days prior to expiry, as per defined renewal targets.
- Improved order booking and collection productivity by scaling up according to business requirements.
- Managed staffing, manpower planning, and call flow to support business growth.
- Monitoring and improving key sales metrics such as Time to First Connect (TTFC) and Process Conversion Rates.
- Designing and launching sales promotion schemes, incentives, and client engagement campaigns to achieve business objectives and boost conversions.
- Coordinating with Support / Operations / Product Teams to ensure timely resolution of all Tele-Sales related support queries.
- Conducting regular product and process training for Tele-Calling agents to enhance overall team performance and product knowledge.
- Carrying out knowledge audits and ensuring high call quality adherence at the center level.
- Setting up and implementing an objective Quality Framework to evaluate individual agent performance and demonstrate continuous improvement.
- Driving continuous improvement in call quality, compliance, and customer handling standards through structured monitoring and feedback.
- Fostering a culture of ownership, collaboration, and trust by empowering team members to work independently, take initiative, and drive innovation.
- Providing consistent support through coaching, feedback, motivation, and performance monitoring to ensure high team engagement and productivity.
- REA India – Leading Real Estate Platform in India
Sr. Team Leader
Adroit Synergies Pvt. Ltd.
04.2019 - 03.2022
- Revenue Target Achievement: Responsible for achieving monthly/quarterly sales revenue targets by driving closures, upselling, and ensuring maximum conversion of leads into paid customers.
- Deal Closures & Booking Volume: Tracking and ensuring the required number of deals closed as per business targets, including monitoring daily/weekly booking volumes and contribution from each team member.
- Sales Conversion Rate: Measuring and improving conversion metrics such as Lead-to-Opportunity and Opportunity-to-Closure ratio to ensure higher productivity and better funnel performance.
- Pipeline Management: Maintaining a strong sales pipeline by ensuring regular follow-ups, lead prioritization, and forecasting to achieve stable and predictable business outcomes.
- Average Revenue per Sale / Ticket Size: Monitoring and improving Average Deal Value by driving premium plan pitching, negotiation strategies, and better value selling to customers.
- Sales Productivity Metrics: Monitoring team productivity through key sales KPIs such as daily calls/connects, follow-ups completed, meeting/demo scheduling, and ensuring maximum utilization of leads.
- Collections & Payment Realization: Ensuring timely payment collection and reducing pending payments by coordinating with customers and internal teams, maintaining strong cash flow against booked orders.
Sr. Quality Analyst
Snapdeal (Jasper Infotech Pvt. Ltd.)
10.2014 - 12.2018
- Handling team of 70-100 People.
- Develop operating policies and procedures to govern Team functions with the inventory, risk assessment, training, communications, audits and corrective actions.
- The Compliance Team will develop and adhere to an approved timeline for program development and subsequent program maintenance including scheduled meetings to review the inventory and any new or revised policies or procedures.
- Scheduled reviews of complaints, audits, findings and corrective actions.
- Minutes of these meetings will be maintained as a record.
- Analyzing the calls of voice & non-voice transactions.
- Achieving the monthly audit targets.
- Conducting the call calibration with Ops(TLs & manager) with other QA.
- Conducting the Tape Review sessions with entire team to help them to understand about good & bad customer service.
- Prepare daily quality dashboard with using tools like pareto & flow charts & send across to operations.
- Taking sessions on weekly basis of team on quality & process updates.
- Sharing feedback with agent & TLs for audited calls(Critical-24 Hours, Non Critical-48 Hours) with signature on hard copies.
- Live auditing through jack phone & giving feedback on real time basis.
- Conducting the Product Knowledge test for entire process & publish the result with respective TLs & Managers.
- Follow-up regarding resolution of hotline calls and reported compliance issues.
- Providing training and communications to all employees on general compliance and to specific employees on the responsibilities for compliance that may be associated with their positions.
- Develop measures of performance to track program effectiveness.
Team Leader in Operation
Shaadi.Com (People Group)
10.2013 - 06.2014
- Providing strong delivery and operational leadership.
- Taking Shift briefs on regular basis so that right product information could be delivered to the CSA’s.
- Resolving team issues and taking care of their performance, Shrinkage & attrition & also their KRA’s.
- Doing RTM (Real time monitoring) on regular basis so that process could achieve its Sales Target for the day.
- Making the agent performance report/KPI on regular basis and sharing it with my team members.
- Providing functional development and direction to the executives on customer’s needs.
- Coordinating with other functions to develop and implement motivation, retention and performance incentive plans to increase the team's productivity and quality.
- Monitor, Track & Control Service level, Answer level and abandon on the floor.
- Documented One-o-one feedback with associates on daily/weekly and monthly basis and rate them accordingly to keep the motivation and competition at peak.
- Conduct weekly/ monthly distribution of gift vouchers, presents to top performing team members with the help of process manager.
- Providing feedback to all agents in my team (including their C-sat, Quality and productivity.
- Controlling attrition level and absenteeism (Shrinkage).
- Calculating & Maintaining Headcount, Rostering on the floor (Manpower).
- (Outbound Process)
Quality analyst
Rampgreen Solution (Formerly Known as vCustomer India Services Pvt. Ltd.)
01.2011 - 06.2013
- Handling the team of 50 people.
- Achieving the targets on monthly basis.
- Analysis for process improvement.
- Providing the feedback on daily basis on the defects.
- Conducting the quality improvement session on weekly basis.
- Sending the Quality Analysis report on Daily basis to client and the respective Departments.
- Executing Certification to get the best new hired on the floor.
- Refreshers for the trainees.
- Coordinating with other functions to develop and implement motivation, retention and performance incentive plans to increase the team's productivity and quality.
- Executing ICE and CQ improvement sessions on fortnight in a week and tape review sessions.
- Providing strong delivery and operational leadership.
Quality analyst
Eureka Outsourcing Solutions PVT LTD
08.2009 - 01.2011
- Providing resolutions to floor concerns and queries.
- Floor walking and mentoring new agents.
- Conducting refresher training for the team.
- Auditing the calls of agents via various applications and analyzing performances in accordance to set parameters.
- Briefing of the agents on daily basis to keep them updated with the latest updates.
- Assisting management on performance evaluation of the team and providing feedback to the agents for better performance of the team.
- Adding value add to the process by chalking down processes for the call center and making presenting it to the management.
- Providing information and feed back to other departments.
- Helping sales and marketing department in promotional activities.
- Induction to new joinees, conducting training sessions on weekly basis counseling with the staff for their growth in terms of efficiency.
- Reports and trends quality performance statistics; provides monthly management reports.
- It provides a broad range of services from customer relationship management, back office transaction processing to industry specific solutions.
Education
Bachelor of Commerce (T.Y.B.Com) -
Delhi University
Delhi03-2009
Higher Secondary Certificate (H.S.C.) -
Delhi Board
Delhi03-2005
Secondary School Certificate (S.S.C.) -
Delhi Board
Delhi03-2003
Skills
- Effective communication
- Motivation
- Team-Building
- Emotional Intelligence
- Data collection
- Data interpretation
- Data analysis
- Building reports
- Forecasting
- Quality tools in Excel
- Customer relationship management
- Lead generation
- Order management
- Sales forecasting
- Performance monitoring
- Revenue optimization
- Sales strategy
- Training development
- Conflict resolution
Accomplishments
- Awarded for performing the best against team of 50 agents on the floor for 10 consecutive months from client's end in Eureka Outsourcing Solution Pvt. Ltd.
- Rewarded with Achiever's of the Month award for 'Best QE' for the month of 03/01/10
Hobbies and Interests
- Playing Cricket
- Traveling
- Watching news
Additional Qualification
- Done diploma in computer science of 1 Year
- Knows about Tally
- MS-Office
Personal Information
- Father's Name: C.S.Sharma
- Mother's Name: Geeta Sharma
- Date of Birth: 05/26/89
- Marital Status: Single
Timeline
Inside Sales / Team Handling / Process Ownership
Housing.com
03.2022 - Current
Sr. Team Leader
Adroit Synergies Pvt. Ltd.
04.2019 - 03.2022
Sr. Quality Analyst
Snapdeal (Jasper Infotech Pvt. Ltd.)
10.2014 - 12.2018
Team Leader in Operation
Shaadi.Com (People Group)
10.2013 - 06.2014
Quality analyst
Rampgreen Solution (Formerly Known as vCustomer India Services Pvt. Ltd.)
01.2011 - 06.2013
Quality analyst
Eureka Outsourcing Solutions PVT LTD
08.2009 - 01.2011
Bachelor of Commerce (T.Y.B.Com) -
Delhi University
Higher Secondary Certificate (H.S.C.) -
Delhi Board
Secondary School Certificate (S.S.C.) -
Delhi Board