B. Chandrateja

Client- Lenovo Australia & New Zealand

• Support new agents in terms of handling customers and queries or conducting sessions.
• Monitor team performance and update their records regularly.
• Recognize and identify areas for improvement and take appropriate action as required, i.e., development plans, performance improvement plans.
• Compiling top or common issues and share resolutions with the team regularly.
• Maximizing every sales opportunity by cross-selling profitable products.
• Assisting sales customers with selections of different Lenovo products.
• Driving the team to reach the sales target for the month.
• Met quarterly goals and exceeded them by an average of 10% each quarter.
• Analyze sales pipelines and trends with Team Manager to forecast quarterly sales goals and quotas with 95% accuracy.
• Evaluate team skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Trained new team members by relaying information on company procedures and safety requirements.
• Coached team members in techniques necessary to complete job tasks.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Handling client/customer escalations
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Held weekly team meetings to inform team members of company news and updates.
• Account Metrics
• Escalations
• Weekly Team huddles
• Average Speed of Answer (ASA)
• Average Handle Time (AHT)
• Call and Case Quality Monitoring
• Conversion/win rate
• Revenue

• I have one year of technical support experience for the international voice process.
• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Responded to customer requests for products, services, and company information.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered a constant flow of customer calls with minimal wait times.
• Updated account information to maintain customer records.
• Clarified customer issues and determined the root cause of problems to resolve service complaints.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
• Participated in team meetings and training sessions to stay updated on product updates and changes.

• Worked for outbound and inbound sales.
• Responded to customer questions and handled objections with a detailed understanding of the product.
• I exceeded my monthly targets and worked on my conversion rate as per the client’s requirements.
• Set and evaluate my personal sales goals every month.
• Got multiple appreciations for seamlessly delighting customers while handling them and setting benchmarks for the whole team in terms of AHT and quality.
• Solved customer challenges by offering relevant products and services.
• Maintained a calm demeanor and professionally managed issues in busy, high-stress situations.
• Engaged with customers to effectively build rapport and lasting relationships.
• Engaged with customers to build rapport and loyalty.
• Answered customer questions about products and services, helped locate merchandise, and promoted key items.
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
• Built customer loyalty and retention by delivering excellent shopping experiences.

Client: Tv9 USA

• Streamlined the sales process by identifying inefficiencies and implementing solutions to save time and resources.
• Developed partnership agreements with complementary businesses, creating referral networks for increased lead generation.
• Negotiated contracts with clients to ensure competitive pricing and favorable terms.
• Maximized ad space utilization with strategic placement for higher impact on target audience.
• Established rapport with media buyers, facilitating seamless transactions and fostering mutually beneficial relationships within the industry.
• Utilized effective marketing techniques to increase brand recognition.
• Created and presented media and advertising packages to prospective customers.
• Developed sales leads and uncovered new business opportunities through prospecting and cold calling.
• Conducted market research to attract clients in new territories.
• Used consultative sales techniques to pinpoint customers' advertising needs and close on short-term and long-term sales contracts.
• Made outbound calls to existing customers to upsell advertising packages.
• Used cold calling to reach out to local business owners needing new advertising products and services.
• Prepared and delivered sales presentations to businesses to sell new advertising programs.