KEPSI PRATIK MODI
Sales Operation Analyst
Surat,GUJARAT
Summary
Experienced and passionate operations analyst with over Ten years of experience. Dedicated team leader with the ability to effectively manage and achieve project goals, leveraging my complex understanding of Business and Sales operation concepts.
Confident professional with a background in processing sales contracts and managing departmental workflows. An effective Sales Operations Analyst promoting exceptional insight into customer buying habits and proficiency in Excel. Energized Sales Operations Analyst with 10 years of experience liaising with sales representatives and management. Success developing aggressive sales program overhauls for significant improvement in margins and revenues. Organized, respectful, and possessing extensive customer engagement and conflict resolution skills.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Sales Operation Analyst
Dell Technologies
Bangalore
02.2016 - Current
- Managed 10-person team of business process consultants.
- Training Agents and managing team of Business Process
- Lead and conducted Meetings and In-depth analysis of business performance.
- Analyzing ELT's escalations, engaging the right team for resolution.
- Triage escalations from other sources (Attorney General, Legal, and Public Relations/Investor Relations) to appropriate resolution groups for faster issue resolution
- Guided efforts to improve technology systems in a real and cost effective way.
- Part of Help a customer group (Internal escalations for Order Placement, Fulfillment).
- Developed and Implemented performance standards and Customer Quality Management (CQM).
- Engaging Order Processing team and helping to expedite the large order which involves escalation.
- Helping the held orders to clear the fulfillment stage of order management cycle.
Sr Sales Support Associate
Collabera - Dell Technologies
Bangalore
08.2014 - 01.2015
- Providing Root Cause analysis for escalations receive from different channels like internal customers, emails sent to Michael Dell.
- Part of HAC (Help a customer) program.
- Routing escalation to right customers for order processing, fulfillment, technical and customer care issues.
- Handling ELT escalation.
- Oversaw design, regulation, and daily management of principal projects.
- Managed and supported business risk and worked to develop and implement strategic solutions.
Sr Customer Service Representative
IMTS
Bangalore
08.2013 - 07.2014
- Providing end to end resolution on each and every interaction
- Ensuring achievement of metrics decided by the business.
- Helping and mentoring the team in the absence of L2/TM.
- Mentoring the new hires in the team about new policies and procedures.
- Handle trainings and create training materials, evaluation and feedback
- Managed Fundamentals - Conduct Events, team Fun Activity and team outings
Education
Master of Science - Computer Applications Development
St Aloysius College Mangalore University
Mangalore, KA 06.2011 - 01.2014
Bachelor of Computer Application - Computers
Shree Devi College of Information Science
Mangalore, KA 01.2007 - 01.2010
Skills
- Ability to Work Under Pressure
- Communication Skills
- Problem Solving
- Strategic Planning
- Leadership
- Microsoft Office
- Adaptability
- Collaborative mindset
- Sales process optimization
- CRM management
- Sales enablement
- Sales request prioritization
Timeline
Sales Operation Analyst
Dell Technologies
02.2016 - Current
Sr Sales Support Associate
Collabera - Dell Technologies
08.2014 - 01.2015
Sr Customer Service Representative
IMTS
08.2013 - 07.2014
Master of Science - Computer Applications Development
St Aloysius College Mangalore University
06.2011 - 01.2014
Bachelor of Computer Application - Computers
Shree Devi College of Information Science
01.2007 - 01.2010
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