Kodi Yadagiri Sandeep Kumar

Account Manager – Adobe Process | Sutherland

• Managed portfolio of Adobe customers, driving subscription renewals and retention through consultative sales and strong relationship management.
• Led a team of customer-facing sales representatives, coaching them to achieve daily, weekly, and monthly revenue and performance targets.
• Identified customer needs and recommended appropriate Adobe solutions, including Adobe Acrobat, Acrobat AI Assistant, Adobe Express, and Adobe Firefly, to maximize customer value.
• Handled customer retention by resolving concerns, negotiating renewal options, and reducing subscription cancellations.
• Monitored key performance indicators (KPIs) including revenue, conversion rate, and retention rate, implementing action plans to enhance overall performance.
• Conducted regular coaching sessions, performance reviews, call audits, and feedback discussions to enhance sales effectiveness and customer experience.
• Collaborated with Quality, Training, Workforce Management, and Operations teams to improve process efficiency and achieve business objectives.
• Prepared and presented daily, weekly, and monthly business performance reports, highlighting trends, risks, and improvement opportunities.
• Supported new hire onboarding, product training, and continuous learning initiatives to strengthen team capabilities.
• Managed escalated customer issues professionally, ensuring timely resolution while maintaining high levels of customer satisfaction.
• Cultivated performance-focused culture through recognition programs and motivational initiatives, leveraging data-driven coaching to support team development.
• Ensured compliance with company policies, operational standards, and client-specific quality requirements while delivering consistent business results.

• Assistant Manager / Team Manager – Sales & Operations
• Concentrix | Client: HP Contact Center
• Designed and delivered daily sales training programs for large B2C sales-support teams across Voice and Chat channels.
• Conducted structured role plays, mock pitches, negotiation drills, and objection-handling sessions to improve confidence and closing effectiveness.
• Trained new joiners and existing agents on sales processes, product knowledge, ethical selling, and consultative communication.
• Led HP Sales Enablement & Lead Generation Program, scaling monthly leads from 1,000 to 5,000+ and delivering ₹3+ Cr annualized revenue through improved qualification, pitching, and closing rigor.
• Achieved ₹2 Cr revenue within 6 months by strengthening post-training performance tracking and targeted coaching interventions.
• Performed post-training performance assessments, monitored conversion metrics, and delivered corrective coaching using live dashboards and CRM insights.
• Worked closely with Sales Managers, QA, Training, Workforce, and Operations leadership to identify capability gaps and deploy focused training plans.
• Prepared and submitted daily training reports, attendance logs, performance improvement trackers, and action plans (mandatory and non-negotiable reporting).
• Acted as a trusted client-facing training and performance liaison for HP stakeholders, ensuring compliance and alignment on sales outcomes.

• ATMECS Technologies – Hyderabad
• Application Support / System Administrator (Client: Entertainment Partners)
• Provided administrative and application support for Entertainment Partners’ movie production software, supporting production, finance, and studio operations.
• Managed user access, system configurations, data integrity, and issue resolution to ensure smooth application performance.
• Acted as a liaison between end users and technical teams to troubleshoot, resolve incidents, and support business continuity.
• Supported production workflows by ensuring system availability, accuracy, and adherence to operational processes.

• Designed and executed sales training modules for advisors covering need analysis, pitching, negotiation, and closure.
• Conducted daily coaching sessions and role plays to improve advisor confidence and HNI/NRI client handling.
• Trained advisors on B2C sales processes, objection handling, cross-sell, and relationship-based selling.
• Measured post-training impact through conversion ratios, ticket size, and persistency metrics.

• Team Lead – Order Management (AT&T Process)
• Led Order Management operations for AT&T telecom services, managing end-to-end order provisioning, activation, and fulfillment for enterprise and consumer customers.
• Owned SLA adherence, backlog management, and order-to-cash accuracy, ensuring minimal revenue leakage and high customer satisfaction.
• Coached and supervised teams on complex order scenarios, escalations, and customer communication standards.
• Partnered with client stakeholders to improve cycle time, first-time-right metrics, and service activation quality.
• Drove productivity, quality, and compliance across high-volume telecom order management workflows.

• Process Developer – Account Recovery Operations (Google/Gmail)
• Supported global Account Recovery operations, helping customers regain access to lost or compromised Gmail accounts.
• Performed identity verification, fraud and risk assessment, and secure credential restoration in line with strict data privacy and security policies.
• Handled sensitive, high-risk cases involving account takeover, phishing, and unauthorized access with strong customer empathy.
• Balanced customer experience with risk governance, improving recovery turnaround time and trust scores.
• Contributed to reduction in fraud exposure and improved security compliance metrics.

• High-performing inside sales professional driving $144K monthly revenue targets through consultative selling of Dell’s end-to-end hardware, software, services, and accessories portfolio to Small Business customers.
• Expert in needs analysis, budget alignment, and solution bundling, leveraging Dell Financial Services to improve conversions, enable customer flexibility, increase deal size, and drive long-term retention.
• Successfully engaged inbound and outbound leads (30+ daily touches), expanded product penetration, upgraded existing accounts, and consistently converted cash buyers to credit-led purchasing models.

• Financial Services Sales – GE Money (Credit Cards & Protection Products)
• Results-driven financial services sales professional specializing in credit card acquisition, customer education, and portfolio protection solutions.
• Successfully onboarded new cardholders while educating customers on interest rates, billing cycles, and responsible credit usage, ensuring transparency and trust.
• Consistently achieved 105–120% of monthly acquisition targets, with a 25–30% attachment rate on debt cancellation and protection products.
• Maintained NPS scores of 70+ through empathetic communication and solution-oriented service.
• Skilled in credit risk conversations, negotiating payment arrangements for customers facing hardship (job loss, fraud, medical issues), and positioning debt management solutions to protect credit scores and prevent delinquencies—balancing revenue, compliance, and customer advocacy.