Gourav Biswas

• Company Overview: Employee Insurance and Benefits for the Modern Indian Workforce.
• Managing medium and large enterprise accounts, handling both new acquisitions and renewals by gathering requirements, creating proposals, negotiating terms, and supporting onboarding, including finalizing SOPs, MoUs, and microsite setup.
• Successfully closed 42+ deals generating INR 8.0 crore in revenue with a net margin of over INR 40 lakhs for the company within 18 months.
• Expanded the portfolio by cross-selling wellness solutions and commercial insurance to existing clients.
• Generated additional revenue of over INR 5.41 lakhs by upselling OPD benefits, health check-up plans, and accidental policies.
• Managing a team of 6 Key Account Managers, overseeing 60–70 deals and 30–35 RFQs monthly, providing customized analysis and solutions for each case, with a consistent MoM deal conversion rate of 6%–8%.
• Increased lead flow by 33% through multi-channel efforts, including targeted business development, LinkedIn outreach, using tools like Easyleads, Apollo, Lusha for lead generation, and attending industry events to attract new clients.
• Hands-on experience with Account Managements CRM - Hubspot, Zoho and Leadsquared.

Contact: Abhishek Mahato - Principal Office - Pazcare

• Establishing retention goals and milestones for both clients and the team to enhance overall customer experience, promote value, and optimize Average Revenue per Account (ARPA)
• Identifying renewal opportunities and maximising upselling and cross-selling potential.
• Generated 6-8 lakhs in monthly revenue through referral leads, maintenance services, and vendor deals, fostering strong relationships with stakeholders.
• Reviewing customer complaints and concerns to enhance the overall customer experience resulted in churn reduction by 15-20% for FY 2022-23.
• Maintained month on month CSAT rating to Average 8/9 out of 10.
• Daily resolution of customer queries aimed at achieving a 100% CSAT rating.
• Resolved over 100 customer conflicts, leading to a 75%-80% return business rate from the involved/existing customers.
• Successfully implemented SAAS for clients, ensuring seamless onboarding, high adaptability, and usage, leading to long-term customer retention.
• Engaging clients for feedback, collaborating with stakeholders for product improvement while meeting business goals.
• Lead a customer service team of 16, prioritising customer needs and driving key KPIs.

Contact: Kishan Chandra (Regional Head of Operation - NBH)

• Company Overview: A US based SaaS company which was centric towards women safety and late night office commute for enterprise companies integrated with IOT devices.
• Led onboarding efforts for enterprise companies, ensuring seamless integration of Bhuumi's women safety platform.
• Established and managed vendor partnerships to enhance service offerings and expand market reach.
• Conducted thorough competition analysis and benchmarking to identify market trends and opportunities for improvement.
• Collaborated cross-functionally to address customer needs and enhance product offerings, reducing churn by 25-30%.
• Analyzed customer feedback and market trends to inform product development, resulting in a 15% improvement in satisfaction scores.
• Implemented proactive customer engagement initiatives, leading to approx 20% increase in retention over 6 months.
• Implemented upselling strategies to maximize revenue from existing clients and expand service utilization.
• Collaborated cross-functionally to align product offerings with customer needs and market demands.

Contact: Jagadish Hiranandani (Co-Founder) - +1 (843) 532-5226

• Company Overview: Hilton Inc is a global brand of luxury hotels & hospitality services and the flagship brand of American multinational hospitality company Hilton.
• Managed enterprise accounts for Hilton proactively, executing short-term and long-term global strategies within the region.
• Scouted and successfully onboarded numerous new acquisition accounts while concurrently overseeing regional accounts.
• Proficient in the RFP process and various travel programs, instilling confidence in customers through specialised expertise.
• I generated brand value by fostering preference, loyalty, and profitability through both direct and indirect sales endeavours.
• Monitored competition and account trends while driving upsell initiatives.
• Developing sales strategies to acquire new customers.
• Collaborating with the marketing department to develop lead generation plans.
• Identified key purchase points and engaged influencers and decision-makers to enhance sales effectiveness.
• Evaluated and qualified business proposals for customers, emphasising key benefits to facilitate positive decision-making.
• Contact: Amrita Nair - https://www.linkedin.com/in/amrita-nair-27a3223b/