GokulNath R

• To act as a liaison between the Vendor, Seller & the Market Place – Amazon
• Drive automation and new tool implementation for better control and to enhance vendor experience.
• Facilitated an easy reach out programme for the vendors & enable the feasibility of business continuity.
• Handling & handled multiple transition of business process that would facilitate and ease the business process
• Ensuring timely delivery of the financial metrices and establishing a good seller & vendor experience
• Closely work with other finance functions including general ledger, accounts receivable, project accounting, internal control, procurement teams
• Supervising Business operations by formulating & implementing a highly collaborative & comprehensive strategy across the Pan India Sellers.
• Ensuring all the vendor queries, Process implementation, managing the quality of resolution.
• Ensuring all the financial process are adhered and the right experience the vendor on the financial process.
• 100% implementation of SOP & adherence to the same as per the tripartite agreement between the seller, marketplace, and the Organization.
• Professional relationship with Clients and key Decision Makers on top priority.
• Handling the key account management team & ensuring the right experience is delivered.
• Adherence to Service level agreement on the all the process pertaining to the organization.
• Running Ops programme to reduce the defects and organizing a flawless vendor reach-out programme.
• Report preparation & analysis

▪ Establishing new distributor / Partner network for the assigned projects

▪ Channel Partner Management – Driving the partner on delivering the business.

▪ Developing sales strategies and targets

▪ Monitoring team's performance and motivating them to reach target.

▪ Delivering targeted top line as per the projects business plan by meeting sales targets

▪ Projection & maintenance of a super luxury real estate brand attitude & delivering positive customer experience to a distinguished client base.

▪ Generating sales from various traditional & non-traditional activities

▪ Regular analysis of sales trends & coming up with sales techniques that target the right market with the right tools.

▪ Proposing & implementing sales promotion activities for the project

▪ Collecting customer feedback and market research

▪ Keeping updates of the realty sector and competitors

▪ Identifying new channel partners on project specific and bring in business contribution.

▪ Training and on – boarding of Channel Partners.

▪ Training: Internal & External Team

▪ Partner P & L

▪ Maintaining the best of rapport with the group company KDMs

▪ Establishing a alternate channel vertical

▪ Partnering with Marketing Teams to understand customer journey, behaviour and trigger points and identifying targets for specific marketing program.

▪ Establishing the plans & programs to make the sourcing business a continuous business contributor with a increase in the business share month on month.

▪ Supervising Business operations by formulating & implementing a highly collaborative & comprehensive strategy across the regions of Kerala and Tamil Nadu

▪ Training & Empowerment of the downline & Induction to touch points.

▪ 100% implementation of company process and policy at the agency / Channel Partner level & for their P&L

▪ Professional relationship with Clients and key Decision Makers on top priority.

▪ Revenue Generation through Upselling and providing end to end solution for the corporate customer.

▪ Complete on-boarding process for post-paid & pre-paid customers like document verification, AV , TV & Activation

▪ Devised programs to enhance the customer experience on technical issues & to improve the resolution with in SLA and avoid repeat.
▪ Devised tools to increase the customer knowledge and thereby enabling quicker resolution.

▪ Have brought in unique initiatives to understand the customer pulse and quality of resolution

▪ Developing and providing customer engagement programs, thus ensuring enhanced customer confidence / interaction / new product description / matrix on escalation
▪ Taking care of activation, CAF uploading, document collection, ensuring installation assistance for FLB, monitoring induction for all new post-paid customers.
▪ Involved in: Live collection including bill delivery, DD collections and reduction in instances of developing defaulting customers.
▪ Upholding the company policy in all the process from Collection till Adjustments

▪ Life Cycle management of B2B customer.

• Partnering with Marketing Teams to understand customer journey, behaviour and trigger points and identifying tar-gets for specific marketing programs
• Ensuring complete handholding of corporate customers through separate service account managers, channel partners and technical team
• Designing systems and metrics to enhance overall productivity and profitability of the business; coordinating with Finance, HR, Sales and IT teams to ensure smooth functioning of the business.
• Educating and training all touch points on products and Processes.

• Managed Post-paid and Pre-paid customers allocated to the Pondicherry cluster and adhered to QA process/SLAs/ guidelines/audits and brought about the desired eradication of errors plus the enhanced CSAT score.

• Implemented smooth CC transactions at all company owned and retail outlets (Web Word/Web World Expresses) including availability of systems & CRM tools.

• Effective customer retention through design and implementation of programs like customer contact program/ HNI special care/ Handset camps / PCM activity especially the Platinum and Gold Customer Base on a proactive basis.
• Built rapport and relationship with VVIP/ Platinum base of the cluster and the SME base.
• Monitored proper induction of all new Post-paid customers by ensuring the customer account is created with the correct plan address, and handheld new customers for the first 90 days of business.
• Spearheaded the entire life-cycle management of Pre-paid base, escalation management and eradication of repeat complaints for the entire cluster.
• Trained the customer facing team on new products & processes at regular intervals to the touch point

▪ The corporate accounts and generated revenue through regular advertisement campaigns like FE 500 & special concept promotions region specific.
▪ End-to-end relationship activities to HNI customers that included relationship & loyalty building, revenue.
▪ Enhancement, collection, and efficient account management
▪ Maintained service standards by resolving the issues sustained support and relationship with the advertisement agencies and local agents for business enhancement.
▪ Increased the contribution share with the respective verticals drove the team towards up-selling special Features, value added verticals, contract plans.

• Negotiated and closed profitable sales contracts with new and existing customers to increase loyalty and retention.
• Achieved sales goals and service targets by cultivating and securing new customer relationships.
• Researched sales opportunities and possible leads to exceed sales goals and increase profits.
• Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.