Chandra Mohan BK
Dubai
Summary
Total 16 years of experience - 8 Years of Customer Service, 1 Year of Banking & 6+ years of Inbound Sales & my last designation was Assistant Manager in Aegis Customer Service Limited / Startek. Total 3 years of experience as Sales Coordinator for a Direct Sales Agency dealing with Credit Cards sales in Dubai, UAE.
Overview
14
14
years of professional experience
Work History
Sales Coordinator
M&M Marketing
Dubai
05.2021 - 04.2024
- M&M Marketing deals with selling Credit Card & Bank Accounts for various banks of UAE
- Worked as a Sales Coordinator for Emirates Islamic Bank
- Prepared monthly reports on sales activities, revenue, expenses, and other key metrics.
- I assist the team/management with the daily work and MIS, Call Audits, Invoicing & Compliance Audit.
- Generated leads through cold calling, networking, referrals and other methods.
- Provided assistance throughout the entire sales process from initial contact through post-sale follow-up activities.
- Input customer data into system, updating information and the changes for the credit card request
- Aided senior leadership by generating daily reports to recommend corrective actions and improvements.
- Reviewed operational records to prepare productivity reports and track customer volume and sales trends.
- Completed thorough opening, closing functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Assistant Manager - US Process - Inbound Sales
Aegis Customer Service
Bangalore
04.2014 - 03.2021
- Worked for US Sales process Expedia which deals with booking Hotel, Flights & Package reservation of US residents across the Globe
- Handling a span of 120+ agents in 3 different teams helping customers with bookings
- Got Promoted to Assistant Manager Role effective from 01st Feb’20
- Conducting Process review meetings with senior management and team leaders to review performance on an ongoing basis.
- Driving metrics like SALES, AHT, Productivity, Attrition, Call Quality, Customer satisfaction and Shrinkage.
- Organize Rewards and Recognition event for staff, managed absenteeism and employee engagement activities.
- Placing and reviewing agents on Action Plan and Performance Improvement Plan (PIP) basis MTD scores.
- Setting up individual Sales Gross CNV target team wise basis MTD/Previous Day’s scores and following up with outliers and TLs & SMEs assigned to each team.
- Daily team meeting on latest process updates, organizational updates and performance of the team.
- Manage escalated customer enquiries / complaints from start till the end or customer's complaints is resolved
- Maintain Gross Conversion, Net Conversion, BRCH (KPI) for the team
- Daily, Weekly and Monthly check on sales numbers and to identify BQ (Bottom Quartile) for sales
- Quality monitoring of advisor and to identify areas of improvement & coach the advisors on same
- Coaching and mentoring the team members to improve on sales numbers and identify the reasons for non- sale and pass on the feedback to the agents
Team Leader
IBM DAKSH - CONCENTRIX
Bangalore
02.2013 - 04.2014
- Worked in concentric for a UK banking process (Non Voice) - Lloyds Banking Group as Team Leader
- We dealt with card maintenance activities (changing customer account & address details based on the request received)
- Was taking care of 4 different Lob’s- PCOA (Personal Change of Address), NPCOA (Non Personal Change of Address), NSU (National Service Unit), and CCOA (Credit Card Change of Address).
Team Leader
Infosys BPO limited
Bangalore
01.2010 - 02.2013
- Started my career in Infosys as an advisor dealing with queries for British Telecom - One of the leading telecom service provider in UK from December 2005 till April 2008.
- Was part of customer service team which dealt with both faults related and billing related enquiry from customers till December 2007
- From January 2008 to April 2008 - Worked as a process trainer and successfully trained 3 batches of 35 new entrants to Customer service team.
- Subject Matter Expert- April 2008 - Dec 2009 - It includes handling escalations and complaint for the residential customers for a faulty telephone line and assisting the customer with the query on their bill.
- Team Leader - Jan 2010 - Feb 2013 - Handling team dealing with customer service related calls. In May 2011 was confirmed on papers as TEAM LEADER
Education
Bachelors of Computer Science -
Bangalore University
Skills
- Coaching skills
- Customer engagement and support
- Upselling
- Data Entry
- Schedule Management
- Performance Tracking
- Sales expertise
- Analytical Thinking
- Task Delegation
- Recruiting and interviewing
- Operations Management
- Sales monitoring
- Compliance understanding
- Customer rapport
- Staff Training and Development
- Recruitment and hiring
- Sales Reporting
- Call Audit & Root Cause Analysis
- MIS Management
Languages
English / Hindi / Kannada
Disclaimer
I hereby declare that the above-mentioned details are true and reliable to the best of my knowledge.
Languages
Kannad
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Sales Coordinator
M&M Marketing
05.2021 - 04.2024
Assistant Manager - US Process - Inbound Sales
Aegis Customer Service
04.2014 - 03.2021
Team Leader
IBM DAKSH - CONCENTRIX
02.2013 - 04.2014
Team Leader
Infosys BPO limited
01.2010 - 02.2013
Bachelors of Computer Science -
Bangalore University