Himanshu
Quality Coach | Sales & Customer Experience Specialist
New Delhi
Summary
Results-driven Quality Coach and Sales Professional with 8+ years of experience in customer engagement, telesales, objection handling, and team coaching. Skilled in call auditing, sales quality improvement and advisor training. Proven track record of improving conversion rates, enhancing customer experience, and mentoring sales teams for higher performance.
Overview
10
10
years of professional experience
Work History
Quality Coach
Shaadi.com
07.2021 - Current
- Conducted call and hygiene audits, providing actionable feedback that enhanced advisor performance and improved sales conversion.
- Conduct call audits, hygiene audits, and provide actionable feedback to improve advisor performance and sales conversion.
- Train new joiners on sales processes, certification sessions, customer engagement, ZTB/LTB policy, and compliance standards.
- Identify system loopholes and process gaps to improve customer experience and operational efficiency.
- Monitored industry trends and competitor strategies to inform quality improvement initiatives.
- Received 'Rockstar Performer' recognition for identifying system loopholes adversely affecting company revenue.
Senior Product Advisor
Shaadi.com
02.2019 - Current
- Converted free members into paid subscribers using consultative sales techniques and personalized communication to enhance customer engagement.
- Handled customer objections effectively, resulting in higher sales closure rates.
- Achieved monthly sales targets consistently, and earned performance-based incentives.
- Built strong customer relationships through follow-ups and tailored matchmaking recommendations, fostering client loyalty.
- Promoted internally from Senior Product Advisor to Quality Coach at Shaadi.com due to consistent performance and leadership capabilities.
Tele Marketing Executive
Bharat Matrimony
08.2017 - 02.2019
- Promoted premium matrimonial services through direct customer engagement, enhancing service visibility.
- Guided members in choosing appropriate subscription plans, aligning options with individual needs.
- Ensured high-quality customer interactions while consistently meeting and exceeding sales targets.
- Recognized as a “Rockstar Performer” at Bharat Matrimony for outstanding sales performance.
- Received an official Certificate of Recognition from the Founder for exceptional contribution and performance.
Telecaller
Vodafone
09.2016 - 08.2017
- Promoted postpaid services to potential customers through outbound calling.
- Generated leads and supported customer acquisition initiatives. Built customer trust through effective communication and relationship management.
- Chosen for the RNR (Rewards & Recognition) Program at Vodafone based on sales performance.
Education
BA -
Delhi University
New Delhi09-2019
Skills
Quality Assurance Strategies
Problem Solving
Leadership & Performance Monitoring
Quality Assurance
Call Auditing & Team Training
Excel & Google Sheets Reporting
Feedback Analysis
Timeline
Quality Coach
Shaadi.com
07.2021 - Current
Senior Product Advisor
Shaadi.com
02.2019 - Current
Tele Marketing Executive
Bharat Matrimony
08.2017 - 02.2019
Telecaller
Vodafone
09.2016 - 08.2017
BA -
Delhi University