To be at the top of the Sales / Customer Service Delivery Function / Operations, in Retail / Banking / Telecom / Insurance / BPO company & industries at the zenith of my career
Jeffery Shorn Tully
Business Development
Chennai
Summary
Focused Sales Manager committed to motivating others and offering extensive knowledge penetrating new territories and promoting product lines. Highly effective mentor driven to assess individual and group performance to implement improvements and set goals. Determined individual with background in establishing and nurturing lucrative partnerships. Hardworking and driven sales management professional equipped to revitalize sales operations and align procedures to maximize profits and client acquisition. Successful at improving sales procedures to streamline and strengthen processes. Multifaceted leader with analytical and diligent approach to building and leading strong teams.
Overview
22
22
years of professional experience
28
28
years of post-secondary education
4
4
Certifications
Work History
Sales Manager
Shree Nandhees Technology’s PVT Ltd
Chennai
02.2022 - Current
- Responsible for the over-all Sales drive in Power Management solution, UPS (1KVA to 5000 KVA) Solar roof top solution / IT Solutions (Racks & PAC) for Industrial / Corporate / SME & retail
- Established and cultivated solid business relationships with new or existing customers.
- Reviewed customer service agreements for terms and conditions pricing and accuracy.
- Led account planning strategy sessions aimed at retaining and acquiring customers and increasing business opportunities.
- Maintained marketplace visibility marketplace by participating in industry-related and community activities.
- Recruited and hired top-level talent to add value and expertise to sales department.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Developed and implemented comprehensive business strategies and sales and marketing plans that complemented overall corporate operating plan.
- Met with clients, delivering presentations and educating on product and service features and offerings.
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Tracked pipeline data, won vs. lost opportunities and lead response times with Salesforce CRM
- Led account planning strategy sessions aimed at retaining and acquiring customers and increasing business opportunities
- Resolved customer issues quickly to close deals and boost client satisfaction
- Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness
- Attended industry shows, conventions and other meetings with primary mission of expanding market opportunities
Manager Customer Service in Distribution Sale
Sheenlac Paints Ltd
Chennai
05.2018 - 04.2020
- Created plans and communicated deadlines to complete projects on time.
- Responsible for overall Management of Distribution sales & Customer Service PAN India
- PAN India B2B / Industrials / SME & Corporate clients Sales / Re-order & Grievance management
- Develop chain of dealer, distributors, Alternative channel & retail counters for all paint products and Re-order
- Responsible for overall grievance resolution with internal departments as per ISO 9001 industrial standards and policies
- Driving the OTIF (on time in full) for Retail & Industries through and self-designed automated system
- On job Training for field Sales team on focus products. Leading, training & monitoring the performance of team in Customer service / complaints / Sales and retention function to achieve functional KRAs
- ROL (Reorder level) of Secondary sales stock for Distributors & Branch. New Business development via online sourcing for overseas & non coverage area business
- Driving the OTIF (on time in full) for Retail & Industries through an self-designed automated system, DMS Application deployment & revenue generation
- Dealer / Retailer / Painters Focus product retention and complaints management PAN India
- Tracking and monitoring field sales team / Secondary sales performance via Pep-up App. Sales PJP & Geo tagging in Android application support PAN India
- Responsible for E-commerce & new product launch via online sales through Amazon & internal online portal
- Developed & Sustained the Call center dialer application for Distribution sales and revenue enhancement. Part of the management team for all new technology applications and automation development
- Responsible for B2B & Overseas business, Appointing high value Distributors for Industries / SME & contractors PAN India business
- Internal ISO 9001 / 2015 certified auditor for Sales / SCM & quality process
Cluster Sales Manager
Sun Direct TV Pvt ltd
Chennai
09.2016 - 04.2018
- Planned and managed budgets by initiating and assessing cost control techniques.
- Coached, mentored and built high-performing sales team.
- Maintained in-stock levels through precise inventory management.
- Identified key product drivers for merchandise presentation to enhance sales.
- Identifying potential areas/ product line as per market requirement for development and its implementation
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
- Initiate localization projects to improve market share and control churn
- Channel development & channel partner's engagement in achieves budgeted sales and collection targets
- Increased profits through providing excellent customer service, following established guidelines and auditing sales reports.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Appointing and Interacting with Channel Partners & Distributors to drive numbers and performance review on regular basis
Customer Success and Service Delivery Manager
Reliance communication ltd
Chennai
01.2014 - 08.2016
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Responsible for top listed A/C in Chennai & ROTN for PRI / DIA / Leased line B2B Churn Management
- Driving Non listed AC with agency team for collection in all buckets all DATA products
- Responsible for TDS / Waiver posting in customers AC for listed and non-listed AC
- Driving Channel Field executives on collection all bill cycle & bucket wise (0-30, 31-60 & 61 +)
- Responsible for driving agencies for Demand / Legal proceedings for above 180 AC
- Driving retail showrooms in retaining voluntary customer cancellation
- Driving Agency / Call Centers to provide comprehensive customer care support
- Responsible for HNI base (Platinum Customers) for TN
- Appointing and driving Agency / channel partners on collection all bill cycle & bucket wise (0-30, 31-60 & 61 +)
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
Senior Operations Manager
Cameo Corporate Services ltd
Bangalore
01.2012 - 01.2014
- Was one of two employees to be selected and deployed to Africa (Uganda) to setup Cameo Airtel Operations in Africa
- Oversaw staff and sub-contractor performance review assessments.
- Optimized costs to contribute to productivity, cost development and proficiency of central fulfillment operations.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Allocated resources to planned programs according to business objectives.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue and effectively targeting new telecom company's in Africa
- Trained and guided team members to maintain high productivity and performance metrics.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Territory Sales Executive
TATA Teleservices Ltd
Chennai
11.2009 - 08.2011
- Exceeded targets by building, directing and motivating high-performing sales Pre-Paid counters.
- Developed sales strategy based on research of consumer buying trends and competition schemas.
- Managed over 500 retail pre-paid counters within chennai north territory.
- Successfully implemented 350 counters with mobile recharge option than paper coupons and conducted road show sales programs in 250 stores, increasing overall Sales.
- Meeting mobile retail shops on daily bases to increase secondary per -paid recharges by operating company offered schemas
- Established successful account relationships by building rapport and maintaining consistent communication.
Head Own Retail
Bharti Airtel Ltd
Chennai
08.2004 - 10.2009
- Increased customer satisfaction by resolving issues at 16 direct and 24 Franchisee operated Airtel showrooms in chennai & ROTN.
- Worked within applicable standards, policies and regulatory guidelines to promote profitable working environment.
- Monitored company inventory to keep stock levels and databases updated on Land line / Mobil handset / long distance / DTH & Bharti AXA insurance.
- Carried out day-to-day duties accurately and efficiently by training of outsourced staff (Franchisee) on behalf of Airtel services
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Driving Retail / Agency on zonal collection for all buckets to reduce voluntary & involuntary churn
- Appointing new franchisee / identifying adequate store location / Rent / leas or profit negotiating with property & franchisee owner
- Driving retail sale on all products (Mobile handsets / Broadband / DTH / Bharti AXA / Apple iPhone / Post & Prepaid) across all stores
- Appellate & Nodal escalations resolution for all Corporate / SME & HNI customers
- Responsible for Resolution of complaints/requests & queries within SLA, Service Delivery (Operations), C-Sat (CSMM), Churn Numbers, Revenue enhancement, Quality scores and training effectiveness
- Headed the Airtel 121 / Broadband & Telephone Call center outsourcing operations to HTMT during the year Nov-06 to Feb-07
Call Center Supervisor
DSS Mobilink
Chennai
05.1998 - 08.2004
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Created team rotations to man center effectively during peak hours.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Developed process controls and metrics for daily management of call center.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning
- Developed process controls and metrics for daily management of call center
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Collaborated with training team to boost product support and certification training initiatives
- Created team rotations to man center effectively during peak hours
- Assessed personnel performance and implemented incentives and team-building events to boost morale
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices
- Established relationships and touch points with clients to promote retention
- Assisted in gathering facts and documents utilized during sales process
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings
Education
MBA - Marketing
University of Madras
Chennai 03.2010 - Current
BBA - Business Administration
Annamalai University
Chennai 03.2000 - 04.2003
PGDCA - PGDCA
Glinsys Software
Chennai 03.2001 - 08.2001
Industrial Technology Institute (ITI) - ITI
Tamilnadu Technical Training Ins
Chennai 04.1996 - 03.1997
High School Diploma -
St. George's Anglo Indian Higher Sec. School
Chennai 04.1984 - 03.1995
Skills
Strategic account development
Accomplishments
- Got a certificate of Outstanding performance during Airtel Conquest 20,000 by the COO Broadband & telephone services "Mr. Deepak Pande" in May 2005.- Airtel
- Got Excellent Contributor award for remarkable service and contribution Oct 2005 from the COO Broadband & telephone services "Mr. Deepak Pande -Airtel
- Got an Award (Thumbs up club) from the Head Customer Care of Broadband & Telephone Services "Mr. NFA Abu Bucker." in May 2005 for an outstanding Customer Care Service. – Airtel
- Won the customer service championship for best operations and service delivery across Southern region for 7 times.(The championship started in June 2004)
- Created the reduction in the wait time process for corporate clients calling to the call center which was replicated across the business in India
- Won Best Airtel Relationship Center award in the year 2005 for good CSMM scores, VOC of Customers and Showroom Audit Scores
- Handled the transition of Call center outsourcing to HTMT (First time in Bharti, Broadband business) at Chennai
- Was part of the first time Business Set-up of Airtel CAF managment in Africa for CAMEO Operations
Certification
Six Sigma Yellow Belt certification programmer
Interests
Hobbies
Playing Hockey , Listening to Music , Traveling, Trekking, Software development (Android & CRM) & Fishing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Sales Manager
Shree Nandhees Technology’s PVT Ltd
02.2022 - Current
Manager Customer Service in Distribution Sale
Sheenlac Paints Ltd
05.2018 - 04.2020
Cluster Sales Manager
Sun Direct TV Pvt ltd
09.2016 - 04.2018
Customer Success and Service Delivery Manager
Reliance communication ltd
01.2014 - 08.2016
Senior Operations Manager
Cameo Corporate Services ltd
01.2012 - 01.2014
MBA - Marketing
University of Madras
03.2010 - Current
Territory Sales Executive
TATA Teleservices Ltd
11.2009 - 08.2011
Head Own Retail
Bharti Airtel Ltd
08.2004 - 10.2009
PGDCA - PGDCA
Glinsys Software
03.2001 - 08.2001
BBA - Business Administration
Annamalai University
03.2000 - 04.2003
Call Center Supervisor
DSS Mobilink
05.1998 - 08.2004
Industrial Technology Institute (ITI) - ITI
Tamilnadu Technical Training Ins
04.1996 - 03.1997
High School Diploma -
St. George's Anglo Indian Higher Sec. School
04.1984 - 03.1995
Six Sigma Yellow Belt certification programmer
Business process management and audit
Leadership development program and call center Technology
ISO 9001 / 2015 certified auditor
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