HITESH JHA

Project - New Business Transitions(LTC)

• Evaluated customer needs and feedback to drive product and service improvements.
• Following ITIL process road map for successful transitioning.
• Focus on KPIs: First Contact Resolution (FCR), Average Handling Time (AHT) CSAT, NPS, Hold Time, and Continuous Improvement.
• Team Size: 16-20
• Improved team collaboration by initiating regular strategy meetings.

Company Overview: (Contractual Role)

• Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
• Completed end-to-end SaaS sales cycles - BANT methodology.
• Managed approximately 30 - 35 calls, emails & faxes from stakeholders.
• Created job files for each project and maintained current data in each file.

Transitioned to Credit Specialist

• Optimized credit approval and collection processes, improving operational efficiencies by over 12%.
• Supported business growth through prudent assessment of potential client''s creditworthiness and financial stability.

Project - Adoption

• Presented regular status updates to stakeholders, keeping them informed of progress toward established milestones.
• Managed project as independent contributor and developed skills like communication, analysis, reporting- mainly learning and applying lean and scrum methodologies.
• Identified and supported developmental needs in team members through coaching and mentoring.
• Team Size: 8-12

Sales Team Manager

• Received 97.5% positive feedback from customers during business acquisition phases.
• Led the Boeing inside sales campaign across Asia-Pacific and the Middle East, consistently surpassing monthly targets by over 100%.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.