Summary
Work History
Education
Skills
Websites
Accomplishments
Timeline
Generic
Avinash Pal

Avinash Pal

Mumbai

Summary

  • Revenue-driven Customer Success & Business Development professional with 9+ years of experience across BPO, Inside Sales, International (NRI) Sales, Customer Success, and Sales Enablement.
  • Proven success in driving revenue, improving conversions, retaining and expanding accounts, and building high-performing teams.
  • Demonstrated ability to generate USD 100K+ revenue individually, improve conversion rates from 0.5% to 3%, grow high-potential client base by 25%, and deliver impactful sales and process training with low attrition.

Work History

Business Development & Customer Success

Ship4wd
Mumbai, Maharashtra
01.2024 - Current
  • Owned the end-to-end customer lifecycle: acquisition, onboarding, engagement, retention, and expansion.
  • Improved conversion rate from 0.5% to 3% through consultative selling and structured follow-ups.
  • Generated USD 100,000+ revenue as an individual contributor; qualified for incentives almost every month.
  • Increased high-potential client base by 25%, strengthening pipeline quality and long-term account value.
  • Acted as a trusted advisor to customers, aligning solutions with business goals to drive retention and growth.

Sales & Process Trainer

Teleperformance India
Mumbai, Maharashtra
07.2023 - 12.2023
  • Delivered structured sales and process training, including objection handling and closing techniques.
  • Maintained 0% training attrition and 100% training delivery.
  • Created SOPs, learning content, assessments, performance reports; provided OJT and floor support.

Trainer cum Coach | Customer Experience Leadership

Concentrix
Mumbai, Maharashtra
08.2021 - 07.2023
  • Delivered end-to-end customer experience, sales, and process training aligned to SLA and quality benchmarks.
  • Promoted to Escalations (COTS) within 6 months and later to Trainer cum Coach via Internal Job Posting.
  • Focused on attrition control, team readiness, quality improvement, and KPI adherence.
  • Client: Chase Bank, US

Sales Manager (Individual Contributor)

WhiteHat Jr
Remote
10.2020 - 02.2021
  • Executed 120-150 cold calls daily, managing the complete sales cycle from prospecting to closure.
  • Drove consistent revenue through objection handling, needs discovery, and target-focused execution.

NRI Sales Executive (B2B & B2C - International Sales)

Club7 Holidays
Mumbai, Maharashtra
07.2018 - 10.2020
  • Built NRI sales operations from scratch for US-based international clients.
  • Developed B2B partnerships with travel agents in the USA while closing B2C holiday package sales globally.
  • Generated USD 100,000+ revenue with 20-30% profit margins.
  • Took on training and mentoring responsibilities while continuing individual sales contributions.

Data Entry / Typing Executive (Contract)

Searchline Database Pvt. Ltd.
Remote
01.2018 - 06.2018
  • Met monthly production targets of 300+ pages with high accuracy and typing speed.
  • Delivered work within strict contractual timelines while maintaining data confidentiality.

Senior Customer Service Advisor (SME)

Intelenet Global Services Pvt. Ltd.
Mumbai, Maharashtra
10.2016 - 10.2017
  • Managed inbound US customer interactions while achieving AHT, quality, and accuracy targets.
  • Drove upselling and conversions by educating customers on credit reports and credit score improvement.
  • Served as SME, providing floor assistance, escalation handling, and agent support.
  • Client: TransUnion, US

Customer Service Executive

Meru Cabs Pvt. Ltd.
Mumbai, Maharashtra
09.2015 - 04.2016
  • Handled high-volume inbound customer calls, managing cab bookings, trip modifications, cancellations, and service inquiries.
  • Resolved customer escalations and service issues related to driver availability, delays, billing, and ride experience.
  • Consistently met AHT, quality, and accuracy benchmarks, balancing efficiency with customer satisfaction.
  • Maintained strong call documentation and system accuracy to support smooth operations and reporting.
  • Demonstrated high schedule adherence, punctuality, and time discipline in a fast-paced contact center environment.
  • Delivered professional, customer-centric communication while following SOPs and service guidelines.
  • Built a strong foundation in customer handling, escalation management, and service recovery within the BPO industry.

Education

Bachelor of Science - Information Technology

Kalinga University
Raipur
07.2016 - 07.2019

Skills

  • Customer Success & Account Management
  • Business Development & Revenue Growth
  • B2B & B2C Sales (Domestic & International)
  • Client Retention & Expansion
  • Revenue Sales Strategy, Planning & Execution
  • Upselling, Cross-selling & Negotiation
  • Conversion & Pipeline Optimization
  • Stakeholder & Relationship Management
  • Training, Coaching & Enablement
  • KPI, SLA & Quality Management

Websites

Accomplishments

  • Best Customer Service Executive, Meru Cabs, 02/16
  • Best Trainee, Intelenet, 12/16
  • Best Employee of the Quarter, Intelenet, 06/17
  • Promoted to Escalations (COTS) within 6 months - Concentrix, 03/22
  • Promoted to Trainer cum Coach via IJP within 6 months - Concentrix, 10/22

Timeline

Business Development & Customer Success

Ship4wd
01.2024 - Current

Sales & Process Trainer

Teleperformance India
07.2023 - 12.2023

Trainer cum Coach | Customer Experience Leadership

Concentrix
08.2021 - 07.2023

Sales Manager (Individual Contributor)

WhiteHat Jr
10.2020 - 02.2021

NRI Sales Executive (B2B & B2C - International Sales)

Club7 Holidays
07.2018 - 10.2020

Data Entry / Typing Executive (Contract)

Searchline Database Pvt. Ltd.
01.2018 - 06.2018

Senior Customer Service Advisor (SME)

Intelenet Global Services Pvt. Ltd.
10.2016 - 10.2017

Bachelor of Science - Information Technology

Kalinga University
07.2016 - 07.2019

Customer Service Executive

Meru Cabs Pvt. Ltd.
09.2015 - 04.2016

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Avinash Pal