John Samuel David (Sam)
Secunderabad
Summary
Effective Communicator, Results & Progress-oriented professional with 10+ years of experience in the fast paced sales and customer service role , high performing work environment in the IT industry ,Skilled in handling and maintaining relations with stakeholders across all hierarchical levels & regions (NA/CA , EMEA ,ANZ/APJC) ,Hands on experience in training and building productivity, capability and quality enhancement for new hires and frontline agents, Steered initiatives for identifying process improvements and opportunities which resulted a positive outcome on day to day performance of the team ,Passionate and enthusiastic about effective communication ,Experience in managing Employee Engagement activities like Team Meetings, Focus group discussions, Fun Activities ,Excellent communication, Interpersonal & Analytical skills .
Overview
11
11
years of professional experience
1
1
Certification
Work History
Coach Analyst
Dell Technologies
Hyderabad
12.2021 - 01.2024
- Supervise a Team size of 11 for Customer Sales Operations based out of Hyderabad
- Managing day-to-day operations effectively by putting strong controls in place like login & logout time, leave management, Shift management, and AUX management
- Responsible for maintaining service levels of the queue with a minimum abandoned rate of 2%
- Delivery of world-class customer experience by front-line agents, putting all the standards and processes in place to measure & Improve quality
- Driven teamwork within a team, department, or across organizational boundaries
- Combined resources and joined efforts to achieve company-wide goals.
Specialist
Dell Technologies
09.2020 - 12.2021
- Working in the sales support team as an Order Fulfillment Representative, resolving order holds and cancellation issues, while also up-selling and cross-selling Dell products to achieve set targets.
- Invalids Save Rate, Revenue Conversion, to save held orders and have revenue conversion through sales pitch, Maintaining Rebook percentage above the target.
- Maintained quality work and AHT above the target.
- Consistent performer on all metrics, helped new hires and peers with process, and conducted trainings.
Senior Associate
Dell Technologies
09.2018 - 09.2020
- Worked in different LOBs in Customer care with Customer centric approach to resolve queries & issues
- Maintained Customer Experience (CE) Good rapport with the customer achieved 4.7 CE out of 5
- Arranging the Returns, Processing refunds, Replacements, and cancellations
- Consistently maintained response rate (XPR)
- Handled TTR in place (Time Taken to Resolve the Issue)
- Consistent performer on all metrics
- Supported business, whenever there was/is a need
- Maintained Quality Work
- Driven floor and Organization level activities by contributing music in singing, playing guitar.
Senior Representative Customer Service
Synchrony Financial
08.2016 - 09.2018
- Maintained up-to-date knowledge of products, services, pricing plans, promotions.
- Collaborated with outside sales representatives in order to increase sales volume.
- Held route sales representatives accountable for issues and general sales.
Customer Relations Officer
Bharti Airtel Ltd
05.2015 - 07.2016
- Handled all customer relations issues in a gracious manner, in accordance with company policies and procedures.
- Developed strategies for meeting quarterly sales targets, including cold calling and upselling techniques.
- Provided product demonstrations to prospective customers, highlighting features and benefits of telecommunications solutions.
- Advised existing customers on how they can make the most out of their existing telecom services packages.
- Built relationships with clients by providing ongoing support and advice on telecom products and services.
- Demonstrated effective problem solving skills when handling complaints or resolving conflicts between customers and the company.
- Resolved customer inquiries promptly and professionally.
Customer Sales Executive
Vodafone South Ltd
03.2014 - 01.2015
- Created customer profiles and tracked customer preferences for targeted marketing campaigns.
- Maintained accurate records of all sales activities including quotations, activations of postpaid/prepaid network plans.
- Developed and implemented strategies to maximize sales performance.
- Established relationships with potential clients through cold calling and networking events.
- Generated leads through direct contact with customers and online sources.
- Provided exceptional customer service to ensure satisfaction and repeat business.
Sales Executive
YS Communications
10.2012 - 01.2014
- Developed relationships with customers by providing excellent customer service and convert to sales.
- Identified opportunities for cross-selling additional products and services.
- Followed up with customers post-sale to ensure satisfaction with their purchase experience.
- Generated leads through cold calling techniques.
Skills
- Excellent communication, Interpersonal & Analytical skills
- Servant leadership
- Coaching & Feedback
- Hardworking with proven record of taking end to end ownership and results driven
- Fostering Teamwork
- Influencing Others
- Self-Motivation
- Strategic Thinking
- Task Delegation
- Sound Judgment
- Team motivation
- Feedback Delivery
Accomplishments
- Received an appreciation for resolving a complex issue outside my role from Bill Scannell, (President, Global Sales & Customer Operations) for the efforts put in to resolve the customer issue and to restore customer faith in Dell.
- Received multiple applause and shout out awards.
- Received numerous rave, kudos and appreciation emails from customers both internal and external.
- Multiple awards as an all-rounder strong contributor in the team and setting new milestone.
Academicqualification
Graduate in BA Psychology.
Workshopcertifications
Have successfully completed Dell online certification courses on topics like leadership foundations, Creative Thinking, Digital Awareness, Opportunity Management, Be the Change.
Personal Information
- Father's Name: V. John Bosco
- Date of Birth: 05/15/92
- Gender: Male
- Nationality: Indian
Languages
- Tamil
- Hindi
- Telugu
- English
Hobbies and Interests
- Volleyball–represented state level Tournaments
- Playing guitar
- Listening to music
- Making new friends
Certification
- Leadership Foundations
- Lean Six Sigma Foundations
- Digital Awareness
- Opportunity Managment
Languages
Tamil
First Language
English
Advanced (C1)
C1
Hindi
Intermediate (B1)
B1
Telugu
Intermediate (B1)
B1
References
References available upon request.
Timeline
Coach Analyst
Dell Technologies
12.2021 - 01.2024
Specialist
Dell Technologies
09.2020 - 12.2021
Senior Associate
Dell Technologies
09.2018 - 09.2020
Senior Representative Customer Service
Synchrony Financial
08.2016 - 09.2018
Customer Relations Officer
Bharti Airtel Ltd
05.2015 - 07.2016
Customer Sales Executive
Vodafone South Ltd
03.2014 - 01.2015
Sales Executive
YS Communications
10.2012 - 01.2014
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