Maitri Sharma
Jaipur
Summary
Knowledgeable and dedicated customer service professional Trainer with extensive experience in Customer Service, Sales and Training industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients and training the staff. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization, product and process training, Voice and accent training and other personality development training skills. Articulate, energetic and results-oriented with exemplary passion for Learning and Development, Training and mentoring newly hired staff.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Assistant Training Manager
Teleperformance
09.2022 - 11.2023
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Promoted a positive learning environment through effective communication strategies and fostering collaboration among team members.
- Contributed to the design of innovative e-learning courses that provided flexible options for employee development.
- Supported the development of high-potential employees by creating tailored leadership development programs.
- Managed the training budget efficiently, allocating resources effectively to maximize return on investment.
- Assisted in the creation of a competency-based training framework, improving overall workforce skills.
- Coordinated logistics for various training events, including scheduling sessions, booking venues, and organizing materials.
- Provided one-on-one coaching for employees struggling with specific job tasks or responsibilities, leading to improved performance.
- Maintained accurate records of employee training progress, ensuring compliance with industry regulations and company policies.
- Conducted regular evaluations of training effectiveness, making adjustments as necessary for continuous improvement.
- Implemented a train-the-trainer model that empowered team leaders to conduct ongoing internal skill-building sessions.
- Assisted Training Manager in recognizing top talent and developing succession plans to ensure organizational growth and continuity.
- Streamlined onboarding processes for new hires, resulting in decreased time to productivity.
- Developed customized training materials and resources to address specific skill gaps within the organization.
- Collaborated with department managers to assess training needs and develop targeted solutions.
- Established key performance indicators for all training initiatives, monitoring success against these metrics regularly.
- Implemented new learning strategies depending upon employees' skill levels.
- Trained new hires to perform cross-training exercises with experienced workers.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Managed new employee orientation training process for more than 200 Work from home employees each year.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Created in-depth training manual for all employees.
- Managed all exempt employee coaching, training, and performance improvement actions.
- Coordinated and prioritized required training courses Top & Bottom Performing employees.
Sales Manager (IC Role)
Whitehat Jr. Education Private Limited
10.2021 - 09.2022
- Specialized in achieving Sales Targets by following streamlined calendared process.
- Overachieved targets by 50% additional growth in numbers.
- Close & timely follow ups with the leads coming through.
- More than 100 calls per day to set the data pool to close the deals without hassel & getting conversions on a faster rate to overachieve the targets.
- Responded to customer requests for products, services and company information & train staff on similar grounds
- Proactively managed client correspondence and recorded all tracking and communications
- Identified client needs, built relationships and overcame objections to drive sales
- Managed business development initiatives by developing impactful customer relationships and executing benefit-oriented presentations to increase revenue
- Utilized effective communication and active listening skills to create client rapport to grow profitability.
- Assessed training program effectiveness on regular basis and improved upon deficient areas.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Increased sales revenue by developing and implementing effective sales strategies.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Evaluated competitor offerings to adapt sales strategies and maintain competitive advantage.
- Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
- Improved sales forecasting accuracy, utilizing data analytics to predict market trends and adjust sales strategies accordingly.
- Established metrics-driven sales culture, setting clear performance indicators and regularly reviewing progress.
- Boosted customer retention rates, establishing robust follow-up system and personalizing client interactions.
- Optimized sales funnel management, enhancing lead generation and conversion rates.
- Exceeded sales targets consistently, through strategic planning and execution of targeted sales initiatives.
- Built relationships with customers and community to establish long-term business growth.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
Sales Training Manager
RP Autostyles
10.2019 - 08.2021
- Ensures all training and development activities (department specific and general property training) are strategically linked to the organization’s mission and vision
- Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance
- Makes any necessary adjustments to training methodology and/or re-trains as appropriate
- Aligns current training and development programs to effectively impact key business indicators
- Establishes guidelines so employees understand expectations and parameters
- Develops specific training to improve service and sales performance
- Drives brand values and philosophy in all training and development activities
- Incorporates customer satisfaction as a component of departmental meetings with a focus on continuous improvement
- Managing Sales trainings on client Interaction and building long term relationships
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Responsible for managing day to day trainings to Sales Managers with changes in products, campaigns and policies.
- Improved revenue generation of new hires 75% by implementing new, improved onboarding process.
- Provided one-on-one coaching sessions tailored towards addressing specific areas needing development in individual employees.
Management Trainee
Genpact
03.2009 - 12.2013
- Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth
- Produced regular Productivity and Achieved targets reports to evaluate performance, adjust strategies and maintain agile, sustainable operations
- Modernized and improved operational procedures to increase efficiency and profitability while tightly controlling costs such as labor and preventing waste
- Drove remarkable revitalizations of Training and Development to operations to bring about exceptional results
- Achieved substantial growth by using market expertise and business knowledge to make proactive decisions
- Boosted team productivity and efficiency by leveraging top-notch performance and learning abilities
- Forecasted business needs and scheduled employees to meet expected demands
- Networked and built strong presence with peers to facilitate training and learning programs Established open and professional relationships with team members which facilitated communication, quickly resolving issues and conflicts
- Regulated service delivery to keep operations efficient and in line with budget requirements
- Responded to customer concerns swiftly to maintain satisfaction
- Planned and implemented team projects to accomplish objectives
- Explained services and products to customers in friendly and engaging way
- Resolved escalated concerns using professionalism and understanding of all facets of issue
- Assisted established management staff with operational oversight, business development and process improvement strategies
- Shouldered management responsibilities during absence of manager
- Aligned team actions with company policies and industry standards
- Monitored employee performance and enacted improvement plans, coordinated disciplinary actions or provided rewards.
- Strengthened leadership skills by overseeing projects and guiding team members towards successful outcomes.
- Developed problem-solving abilities through hands-on experience with real-life business scenarios.
- Maintained high-quality standards in all aspects of work, ensuring customer satisfaction at every point within the business journey.
- Established open and professional relationships with team members which facilitated communication, quickly resolving issues, and conflicts.
Education
Bachelor of Arts - Sociology, English Literature And Economics
Rajasthan University
Jaipur 05.2003 - 06.2006
MBA - Operations Management
IIM, Distant Learning, Central Academy
Kolkata 01.2012 - 01.2013
Skills
- B2B & B2C sales
- Consultative selling
- Business development
- Pipeline building
Mentoring abilities
Compliance knowledge
Training facilitation
Learning Management Systems
Training Material Creation
Customer Service
Problem-Solving
Multitasking Abilities
Productivity Improvement
- High volume activity
- Product and service sales
- Forecast preparation
- Analytical thinker
- Team Player
- Cross-team collaboration
Timeline
Assistant Training Manager
Teleperformance
09.2022 - 11.2023
Sales Manager (IC Role)
Whitehat Jr. Education Private Limited
10.2021 - 09.2022
Sales Training Manager
RP Autostyles
10.2019 - 08.2021
MBA - Operations Management
IIM, Distant Learning, Central Academy
01.2012 - 01.2013
Management Trainee
Genpact
03.2009 - 12.2013
Bachelor of Arts - Sociology, English Literature And Economics
Rajasthan University
05.2003 - 06.2006
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