Leena Kumar
Hyderabad
Summary
Seasoned Quality & Business Analyst by ensuring the Audit & Compliance SLA's of the clients are met with accuracy by analyzing various areas of improvement thru audits and conducting refresher sessions at various levels. Actively, contributed to the process improvement ideas to ensure 0 Fatal errors by using various Quality Tools.
Seasoned Senior Sales Executive with proven track record in spearheading high-performing sales teams. Possess strong knowledge of market trends, client needs and strategic planning. Demonstrated ability to drive revenue growth through innovative sales initiatives and customer relationship management. Have significantly improved sales operations efficiency in previous roles.
Overview
18
18
years of professional experience
Work History
Senior Sales Executive
Tech Mahindra
Pune
09.2013 - 12.2024
- Joined as a Senior Sales Executive with Tech Mahindra serving the client 3G (UK Telecom Provider)
- Trained and mentored OJT batches with Sales techniques, by observing the sales skills by analysing the skills and providing a real time solution with regards to the areas of improvement
Senior Quality Analyst
TCS
Pune
11.2019 - 12.2022
- Worked with TCS and served BAJAJ FINSERV as a client for the customer service and sales team.
- Responsible for setting up the Quality Team for the new site at Magarpatta.
- Served as a language resource by auditing PAN India calls.
- Conducted internal audits of production facilities to ensure compliance with safety regulations and industry standards.
- Suggested and ensured implementation of process improvement ideas, in avoiding fraudlent activities by strangers, improving the over all sales and ensuring 0 Fatal errors for the production team.
- I was part of the successful Agile Team, providing real-time analysis and areas of improvement by observing the trend and quality of Sales Pitching done at various levels and strategizing a plan to increase Sales from 19% to 24% for the month of Dec, '22.
- Conducting Quality Refresher trainings for the bottom liers, and implementing various Audit tools to maintain the client SLA at any point of time.
- Worked on Root Cause Analysis on Area of Improvement of the process.
Autid and Compliance Lead
TCS
Pune
01.2022 - 06.2022
- Worked for TCS with Walmart (US) as a client.
- Responsible for the Quality adherence of the newly acquired portfolios.
- Implementation of the SOPs post discussions with the clients and the management at various levels.
- Founding a Quality Team for the process, who could work at various levels and help in meeting the client SLAs within the time frame.
- Working on process improvement ideas by organizing brainstorming sessions with the clients, management, and the core team.
- Worked efficiently on the automation of various possible contents of the products with accuracy and helped save time.
Senior Associate
TCS
Pune
02.2016 - 11.2019
- Worked with TCS with the Clients 'Telstra'.
- Worked for NBN Activations and WAS I Team, as a part of the pilot team responsible for transitioning copper to optic fibre and 4G Network transition in Australia.
- Flexible with process change and cross-trained to handle any critical technical challenges.
- Mentored the new team members on the complex process challenges.
- Awarded multiple times as the best caller of the month, and was a permanent member of the Hall of Fame for the project.
Senior Associate
WNS
Pune
12.2014 - 02.2016
- Worked as a Senior Recoveries and Disputes Management Associate for Suncorp Insurance Australia.
- Developed and implemented strategies for increasing customer satisfaction by analyzing the customer dissatisfaction trends.
- Mentored and provided direction and guidance to junior associates on complex tasks.
- Responsible for the Team's Overall Quality Parameters, by ensuring 0 Fatal errors and arranging for process refresher sessions. Providing timely process updates to the team.
Senior Sales Officer
Tech Mahindra
Pune
09.2013 - 12.2014
- Worked with 3G (United Kingdom) Telecom as a Senior Sales Officer
- Responsible for the Team's overall sales turnover, analyzing areas of improvement by observing the missed opportunities while communicating with customers. Working on avoiding early termination of calls, conducting needs analysis, and creating urgency based on the customer's needs for the entire team.
- Training the bottom performers month on month and equipping them with improved sales techniques based on the individual performance and areas of improvement of the team members.
- Training and mentoring the OJT batch to familiarize with regards to the challenges faced while interacting with the customers.
- Part of the Sales Strategy Team, which comprised the clients and the management, in developing and implementing strategic sales plans to increase revenue and market share.
- Identifying new business opportunities through research, customer feedback, and industry analysis.
Collections Supervisor
GE Money Servicing
Hyderabad
05.2007 - 01.2012
- Joined as a beginner with the BPO industry as a debt collector with JC Penny Stores with GE Money as the financer.
- Awarded the quaterly best performer award for the month of September 2008, March 2009, April 2010.
- Awarded for the best call rolled out against 9 sites globally for the best collection call.
- Actively trained and mentored more than 200 new joinees across sites in the span of approximately 5 years of experience with GE Money.
- Provided Process Improvement ideas by keenly observing the patterns of Collection Dips which was implemented and still followed by the process with regards to avoiding Early Termination of Calls and offering Hardship Programmes to the defaulters with financial hardships which helped with Bad debts and good will for the company.
- Closely worked and audited calls for the new joiners, training them with various tools in handling tough customers.
- Was responsible to observe and provide real time solutions to meet the Tier Goals set by the clients on monthly basis.
Education
Bachelor of Commerce -
Shobit University
Meerut, IndiaSkills
- Promotional planning
- [Product or Service] expertise
- Sales Development
- Sales Forecasting
- Revenue generation strategies
- Project Oversight
- Strategic Planning
- Team Development
- Expert in Audit & Compliance Strategies
- Team handling
- Project Management
Timeline
Autid and Compliance Lead
TCS
01.2022 - 06.2022
Senior Quality Analyst
TCS
11.2019 - 12.2022
Senior Associate
TCS
02.2016 - 11.2019
Senior Associate
WNS
12.2014 - 02.2016
Senior Sales Executive
Tech Mahindra
09.2013 - 12.2024
Senior Sales Officer
Tech Mahindra
09.2013 - 12.2014
Collections Supervisor
GE Money Servicing
05.2007 - 01.2012
Bachelor of Commerce -
Shobit University
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