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
References
References available upon request.
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
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