MANDEEP ARORA
Pune
Summary
Result oriented professional with over 12 years of extensive experience in Account Management-Client Development & Retention, Content Development, Market Research, Business & Data Analysis, Advertising & Sales Promotions (online). Ability to collaborate with peers in both business & technical areas, to deliver best results, as per business priorities. An effective communicator with strong analytical, methodical problem solving & soft skills. Possess good listening skills & the ability to understand a client/market needs.
Overview
20
20
years of professional experience
Work History
Training Specialist
Amazon
06.2022 - Current
- Supervise structured learning metrices and also oversee their results for the assigned territory and region by managing live performance metrices end to end
- Conducting learning session on new process as well as BQM through ITL or digital learning as per the requirement
- Maintaining data and analysis through reports on excel Work in coordination with operations leaders while conducting station audit to check the process compliance and fix the gaps on an immediate basis by identifying learning coaches & certifying them
- Work on individual improvement projects to enhance the business performance.
Advanced Technician
Amazon
Pune
10.2020 - 06.2022
- Resolve contacts in which customer requests an escalation Resolve Grievance escalation contacts - legal/ PR threats (-prime video content, Amazon devices) Provide prompt, efficient, detailed, customer-oriented service to Amazon customers
- Provide real-time peer to peer support to L2 D2AS Associates Assume responsibility for developing detailed knowledge about specific product lines and features
- Actively seek solutions and identify trends and suggestions to customer needs.
D2AS Associate
Amazon
Pune
08.2019 - 10.2020
- Single Point of Contact for all customer issues for all Amazon Devices (Echo, Kindle, Fire Tablet, Fire Stick and FireTv Cube) Identify contact drivers and potential recurring issues, and create the link between Operations, and the Escalation and Ticketing teams.
Business Development Manager
Dogra Technologies Pvt. Ltd.
Pune
05.2017 - 09.2018
- Accountable for developing and improving business for the Mobile Apps and Web Development Division
- Account Management: Scout,develop,implement & after sales support for global clients for web/mobile development Closely monitor competition and devise strategies accordingly, in order to win more business on online portals
Marketing Assistant (Contract Basis)
Honeywell Transportation Systems
Pune
01.2016 - 01.2017
- Support Marketing Director as needed through custom data queries & business reports Market / Demand Analysis of Turbo Market by end application Identify needle movers through Demand/ Market Analysis of Vehicles Highlight key takeaways in presentations for the forecasts & analysis done Conducted VOCs for end market applications to facilitate segmentation for CV business Competition Profiling & Analysis for key competitor strengths & weaknesses Customer Profiling by end market application & financial analysis
Inside Sales Manager
Probytes Software
Pune
09.2014 - 07.2015
- Effectively motivate, coach and train team members to perform to their best ability
- Conduct Sales Training and Evaluation for Bidding / Data Research / Cold and Warm Call over 4 batches of 5 Team Reporting / Auditing of Sales Proposals Closely monitor competition and devise counter strategies in order to win more business
Business Development Manager
Crayon Infotech Pvt. Ltd.
Mumbai
04.2013 - 02.2014
- Lead, develop and motivate a team of four to achieve monthly sales target Closely monitor competition and devise strategies in order to win more business Develop strategic plan to ensure that the cost of the project remains under the planned budget
- Accountable for developing & improving business for website/ mobile apps design & development.
Business Development Manager
Isis Design Services
Kolkata
02.2008 - 10.2011
- Lead, develop and motivate a team of two to achieve monthly sales target Managed a design team of twenty to ensure timely & quality output within budget - Design & Multimedia Division
- Discuss with clients about their specific requirements and expectations concerning the project.
Subject Matter Expert
Wipro BPO
Kolkata
06.2005 - 11.2006
- Handling level 2 escalations/claim calls post associates to ensure correct claim processing Training & feedback sessions for the associates for process knowledge, call management & telephone etiquette.
Content Writer
Isis Design Services
Kolkata
03.2004 - 06.2005
- Content development for different projects / proposals Developing content for CD/ DVD based learning tutorials for clients like Tata Steel, ITC
Education
BCOM -
Calcutta University
01.2003
ISC -
The Frank Anthony Public School
01.2000
ICSE -
Loreto Day School
01.1998
Skills
- Key Account Management
- Regular touch-base with key clients in order to strengthen business relations & obtain valuable feedback on projects
- Customized & timely solutions to queries, maintaining excellent relations with key clients to generate avenues for additional business
- Complaint Handling
- De-Escalation Techniques
- Diligent Research / Analytical Skills
- Strong Communication & Presentation skills
- Marketing
- Developing strategies to build consumer preference based on VOC & drive volumes
- Expertise in Excel & data representation
- Content Development
- Swapping Writing Styles – to meet customized demands
Training Programs Attended
- Blog and Content Writing: Conducted by Living Bridge Pune, Mentor: Ms. Kalyani Sardesai
- Creative Writing: Conducted by Living Bridge Pune, Mentor: Mr Chetaan Joshii
- Customer service excellence: Conducted by Wipro BPO, including telephone etiquette.
- Reservations: International Fares and Ticketing, Basic reservations and Basic Ticketing with AMADEUS
Hobbies and Interests
- Communicating with new people
- Solo travels
- Writing
- Reading
Languages
English
First Language
Hindi
Proficient (C2)
C2
Punjabi
Proficient (C2)
C2
Bengali
Advanced (C1)
C1
Gujarati
Advanced (C1)
C1
Sindhi
Elementary (A2)
A2
Marathi
Beginner
A1
Timeline
Training Specialist
Amazon
06.2022 - Current
Advanced Technician
Amazon
10.2020 - 06.2022
D2AS Associate
Amazon
08.2019 - 10.2020
Business Development Manager
Dogra Technologies Pvt. Ltd.
05.2017 - 09.2018
Marketing Assistant (Contract Basis)
Honeywell Transportation Systems
01.2016 - 01.2017
Inside Sales Manager
Probytes Software
09.2014 - 07.2015
Business Development Manager
Crayon Infotech Pvt. Ltd.
04.2013 - 02.2014
Business Development Manager
Isis Design Services
02.2008 - 10.2011
Subject Matter Expert
Wipro BPO
06.2005 - 11.2006
Content Writer
Isis Design Services
03.2004 - 06.2005
BCOM -
Calcutta University
ISC -
The Frank Anthony Public School
ICSE -
Loreto Day School
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