JOHN MARTIN
SALES, CUSTOMER SUCCESS & CLIENT RELATIONSHIP SPECIALIST
Mumbai
Summary
As a Sales, Customer Service, and Client Management Assistant Manager, I am committed to driving organizational success through effective leadership, exceptional customer service, and the cultivation of strong client relationships. Guided by core values such as integrity, empathy, and continuous improvement, my career journey is characterized by a dedication to delivering value to both the organization and its stakeholders.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Assistant Manager
Techmahindra Limited
Mumbai
06.2016 - Current
- Sales Management:
- Sales Strategy: Develop and implement sales strategies to achieve organizational goals
- Performance Monitoring: Monitor and evaluate the performance of sales representatives
- Training and Development: Provide training and development opportunities for the sales team
- Market Analysis: Conduct market research and analysis to identify opportunities and trends
- Customer Relationship Management (CRM): Utilize CRM tools to track sales activities, manage customer interactions, and forecast sales
- Customer Service:
- Customer Support: Oversee the customer support function to ensure timely and effective resolution of customer queries and issues
- Service Quality: Maintain high standards of service quality to enhance customer satisfaction
- Feedback Management: Gather and analyze customer feedback to identify areas for improvement
- Process Improvement: Implement process improvements to enhance the efficiency of customer service operations
- Client Management:
- Client Acquisition: Work on strategies for acquiring new clients and expanding the client base
- Relationship Building: Foster strong relationships with existing clients to ensure customer retention
- Client Meetings: Conduct regular meetings with clients to understand their needs and address any concerns
- Cross-selling and Up-selling: Identify opportunities for cross-selling and upselling additional products or services
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Increased sales through effective merchandising strategies and targeted promotions.
- Conducted performance evaluations, identifying areas for development and rewarding strong performance.
Business Development Manager
Lehry Instrumentation And Valves
07.2015 - 06.2016
- Market Research and Analysis:
- Conduct thorough market research to identify potential business opportunities and trends
- Analyze market conditions and competitor activities to develop effective strategies
- Strategic Planning:
- Develop and implement strategic business development plans to achieve organizational goals
- Identify and prioritize key target markets and industries for business growth
- Lead Generation:
- Generate leads through various channels, including networking, cold calling, and digital marketing
- Build and maintain a robust pipeline of potential clients and projects
- Client Relationship Management:
- Cultivate and maintain strong relationships with existing clients to encourage repeat business
- Identify and approach potential clients, understanding their needs and proposing solutions
- Proposal and Presentation:
- Prepare and present compelling business proposals to clients and partners
- Customize presentations to effectively communicate the value proposition of products or services
Agent & Knowledge Coach
Techmahindra Business And Services
Mumbai
09.2009 - 05.2014
- Inbound Collections:
- Receive incoming calls from customers with overdue accounts
- Engage in professional and empathetic communication with customers to understand their financial situations
- Negotiate and establish repayment plans with customers based on their financial capabilities
- Provide information on available payment options and terms to help customers settle their debts
- Adhere to legal and regulatory requirements governing debt collection practices
- Knowledge Coach:
- Product and Service Knowledge:
- Develop and deliver training sessions on product and service knowledge to ensure that team members can effectively communicate features and benefits to customers
- Sales Techniques and Strategies:
- Train sales teams on effective sales techniques, objection handling, and closing strategies
- Provide ongoing coaching to reinforce and refine sales skills
- Customer Service Excellence:
- Develop and implement training modules focused on delivering exceptional customer service
- Emphasize the importance of customer satisfaction and loyalty
- Coaching and Feedback:
- Conduct regular coaching sessions with sales and customer service representatives to provide constructive feedback
- Offer guidance on areas for improvement and recognize achievements
Education
Master of Management - Operations
Rohidas Patil Institute of Management Studies
Mumbai, India 09.2019 - 06.2021
Bachelor of Science - Science
Himalayan University
Itanagar, India 03.2015 - 07.2017
High School Diploma -
ST. Annes Junior College
Mumbai 08.2005 - 06.2007
High School Diploma -
Our Lady of Remedy High School
Mumbai 06.2004 - 06.2005
Skills
- Leadership Skills
Problem-solving
Task delegation
Employee scheduling
Strategic planning
Staff training and development
Project management abilities
Goal setting
Sales strategies
Performance reviewing
Employee performance evaluation
Consulting
Orientation and training
Recruitment and hiring
Product branding
Personal Information
- Date of Birth: 06/01/89
- Gender: Male
- Nationality: India
- Marital Status: Married
Travelling, Music
Travelling - Passionate about exploring diverse cultures and geographies. Experience in planning and managing itineraries which enhance adaptability, problem solving and cultural awareness
Music - Avid listener and analyst of diverse genres, fostering a deep understanding of cultural expressions and trends
Timeline
Master of Management - Operations
Rohidas Patil Institute of Management Studies
09.2019 - 06.2021
Assistant Manager
Techmahindra Limited
06.2016 - Current
Business Development Manager
Lehry Instrumentation And Valves
07.2015 - 06.2016
Bachelor of Science - Science
Himalayan University
03.2015 - 07.2017
Agent & Knowledge Coach
Techmahindra Business And Services
09.2009 - 05.2014
High School Diploma -
ST. Annes Junior College
08.2005 - 06.2007
High School Diploma -
Our Lady of Remedy High School
06.2004 - 06.2005
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