Bishakha Sarkhel

Client-Related Responsibilities:

• Maintaining proactive communication channels with clients.
• Developing and implementing client-specific strategies to enhance satisfaction and cancellation retention.
• Analyzing client feedback to identify areas for improvement and address concerns.
• Coordinating with team leaders across the company to ensure timely and effective resolution of client issues.
• Building and nurturing strong client relationships to foster long-term partnerships.
• Preparing and presenting reports on client performance and satisfaction metrics.
• Creating plans to propose solutions to problems related to efficiency, costs, or profits.

Leadership and Team Management:

• Grooming team members to enhance their professional skills and personal growth.
• Training new team members and sharing sales strategies to improve overall team performance.
• Increasing team visibility and establishing myself as a leader within Poornam.
• Conducting regular one-on-one sessions with team members.
  Monitoring and tracking key performance indicators (KPIs).
• Managing monthly administrative checklists.
• Evaluating the performance of subordinates.
• Conducting lead sampling to identify team-wide errors.
• Providing guidance and support for agents.
• Working closely with the CEO, and collaborating with managers to suggest and implement improvements in team performance.
• Balancing leadership responsibilities while consistently performing as a sales agent.
• Researching and implementing new online strategies to achieve targets in real time.
• Maintaining up-to-date records of employee training and development activities.
• Participating in recruitment activities, such as interviewing candidates and making selection decisions.

Customer Relationship Management:

• Developed customer relationships to drive repeat business.
• Engaging in client meetings, highlighting the extensive scope of our solutions.
• Resolve customer issues through phone calls, emails, and live chats.
• Respond to customer queries promptly using an in-house ticketing system.
• Ensure swift resolution of customer complaints to maximize satisfaction.
• Identify customer needs and provide tailored suggestions.
• Coordinate with clients and internal teams during the sales and onboarding processes.
• Recognize opportunities for upselling and cross-selling to new customers.
• Follow up with leads and existing customers for renewals and service upgrades.
• Pursue new sales opportunities by reaching out to interested customers.
• Monitor the company's Google and Trustpilot reviews to help with sales strategies.

Operational Support:

• Update daily trackers and provide operational information to team managers.
• Collaborate with internal teams to drive process and system improvements.
• Triage issues and escalate them when necessary.
• Contribute to the continuous improvement of the sales and marketing team's knowledge base.

Sales and Data Analysis:

• Utilize Google Sheets to manage, organize, and analyze sales and lead data.
• Create detailed reports and dashboards for managers, including the CEO, to monitor performance metrics.
• Deliver actionable insights based on data analysis to inform sales strategies.

Sales Strategy and Development:

• Maintain up-to-date knowledge of existing and new products and services.
• Compile sales data reviews and reports, providing strategic recommendations.
• Research to identify new selling opportunities and generate leads.

• Completely focused on boosting outbound lead generation.
• Collaborated with business partner, ConvergenSEE Asia.
• Delivered white-labeled SAAS and assigned specialized personnel for effective listing and reputation management.
• Researched and compiled a list of the top 100 GCC-headquartered companies operating across 100+ global physical locations.
• Conducted comprehensive research on various companies, including sector analysis, branch count, and website information.
• Utilized LinkedIn to build relationships and generate leads for 100 different companies.
• Participated in strategic planning meetings with senior management.
• Generated new business leads through cold-calling activities.
• Scheduled meetings with top management by sending cold emails and following up on each connection.
• Forwarded warm leads to top management for further audit.
• Drove customer satisfaction by boosting foot traffic at clients' locations.
• Assisted clients in enhancing brand visibility.

• Targeted potential incoming leads through various communication channels—live chats, emails, tickets, and calls
• Anticipated clients' needs and customized services accordingly.
• Coordinated sales and sign-up processes with clients and internal teams.
• Established lasting customer relationships to uncover potential upselling and cross-selling opportunities.
• Followed up with potential leads to convert them into clients.
• Created frequent reviews and valid lead reports using sales data to provide managers with new suggestions and strategies for increased productivity.
• Mentored and audited new teammates regularly to ensure adherence to service processes.
• Monitored feedback from customers regarding product quality and suggested improvements accordingly.
• Cultivated relationships with existing customers to encourage repeat business.

• Handled Level-1 sales and billing related live-chats for the end-user support customers
• As a part of the Customer Care team, generated new invoices, processed new orders, and assisted clients with the onboarding process
• Worked with the company's legal team in preparing SLA-NDA and sent it to clients for review and approval
• Expedite the resolution of customer problems and complaints to maximize satisfaction
• Took the initiative to pro-actively create a database for new client signups and assist the team
• Experienced in web tools like Zendesk, Tawk.to, LiveChat, Olark, Freshdesk, Crisp, Zoho, etc
• Handled multiple tasks in a fast-paced environment while maintaining a high degree of accuracy.