NLP Reading and Writing
Mayank Kaushik
Manager - Inside Sales
Delhi,DL
Reality is nothing but a collective hunch.
Lily Tomlin and Jane Wagner
Summary
Personable Inside Sales Manager with 10+ years of experience driving sales force expansion and performance excellence. Demonstrated talent for boosting client satisfaction and retention by evaluating service delivery and recommending improvements. Committed to generating profits by maximizing team efficiency and product knowledge.
Overview
2
2
Languages
15
15
years of professional experience
Work History
Manager - Customer Delight
LambdaTest
Noida, Uttar Pradesh
01.2019 - Current
- Liaised with clients via email or phone to identify and address needs, growing existing accounts through cross-selling.
Monitored and amplified sales pipeline to maintaining flow of potential leads and prospects.
Followed up with customers after completed sales to assess satisfaction and resolve any technical or service concerns.
Showcased product features to customers and discussed technical details to overcome objections and lock in deals.
Found new leads, made alliances, a prospect for new clients by networking, cold calling, advertising, or other means of generating interest from potential clients
Worked with Tech/Product team to optimize and streamline sales process
Working with Marketing team to optimize lead conversion funnel.
Computed total costs and profit requirements for customer sales to provide accurate pricing.
Customer Success Manager
American Express
Gurugram, Haryana
03.2017 - 11.2018
- Identified and qualified accounts to assess revenue potential.
- Showcased product features to prospects businesses and discussed technical details to overcome objections and lock in sales.
- Qualify mid-sized business market inbound/outbound leads and and run opportunity towards closure and close it.
- Set up appointments with potential and current Businesses to discuss new products and services.
- Cultivated productive relationships and maintained quality communications with account contacts to maximize client retention.
- Liaised with clients via email or phone to identify and address needs, growing existing accounts through cross-selling.
- Attained sales quotas consistently through tenacious dedication to always seeking new business and efficiently closing sales.
- Created customer support strategy for team of 12 to increase B2B customer retention by 17%.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Training Specialist - IC Sales
American Express
Gurigram, Haryana
02.2015 - 03.2017
- B2B Sales/ Corporate Accounts, , Gurugram, Haryana.
- Attain/overachieve the assigned quota every quarter, aligned to Amex's targets.
- Was accountable to achieve Monthly, Quarterly & Annual sales targets as defined by the organization.
- Articulate the value proposition and competitive positioning for all the products offered by American express.
- Anticipate and handle objections during the sales process articulating clear and concise responses that position the benefits of the platform to a prospects.
- Participate in weekly/bi-weekly forecast review meetings with all the stakeholders to review the progress towards revenue and growth goals.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Responsible for Training and Development of new joiners as per Amex Standards.
- Assessed training program effectiveness on regular basis and improved upon deficient areas.
- Developed new training programs such as online modules, interactive software, language labs and online programs and provided ongoing training to staff.
Senior Sales Specialist
American Express
Gurgaon, Haryana
06.2015 - 01.2017
- Premium Corporate,.
- Worked on qualified opportunities passed on by associates.
- Timely execution of all sales activities - leads, campaigns, referrals & any self generated leads.
- Tracking and reporting sales performance including pipeline, acquisition results and market conditions.
- Ensuring all performance standards are met viz.
- Business targets, controls and compliance.
- Drive new sales, targeting Small & Medium Enterprise US (SME) companies with revenues up to € 30 million turnover.
- Responsible for the complete end-to-end process: sell and implement a wide range of American Express payment solutions, such as Business Cards, Corporate Cards, Purchasing Solutions, Business Travel Accounts, etc.
- Prospecting for new customers through existing leads and maximizing lead generation.
- Identifying key decision makers and articulating the benefits and services of our American Express payment solution using strong communication and objection handling skills.
Customer Care Professional
American Express
Gurugram, Haryana
07.2013 - 06.2015
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Resolved complaints efficiently to satisfy customers and encourage future transactions.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
Sales and Retention Specialist
iTech 24*7
New Delhi, Delhi
03.2012 - 06.2013
- Responsible for Sales of a complete package of Tech Support which included remote support and software packages.
- Develop Retention Schemes for existing Customers.
- Provided extensive support in sales, technical and business areas to key accounts.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Promoted available products and services to customers during service, account management and order calls.
- Documented performance review schedule and monitored management for timely completion.
- Implemented employee incentive programs to promote positive work culture and increase retention.
- Researched market and competitor data regarding benefits and compensation, developing standards to maintain competitive benefits packages.
Sales And Tech - Support Coordinator
Microsoft
Gurugram, Haryana
01.2009 - 11.2012
- Addressed problems in proactive and knowledgeable manner to maintain and enhance client satisfaction.
- Developed and led group training courses to align with corporate sales and service goals.
- Assessed training program effectiveness on regular basis and improved upon deficient areas.
- Established excellent sales ability and strong interpersonal skills with confident and persuasive approach.
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
- Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral.
Senior Technical Support Specialist
Convergys - OPTUS (DSLD)
Gurugram, Haryana
12.2008 - 04.2009
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Evaluated system potential by testing compatibility of new programs with existing programs.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Skills
Account management
Product branding
Business planning
Relationship building skills
Sales presentations
Direct sales
Conflict resolution skills
Account acquisition
B2B sales
Relationship building and management
Accomplishments
- Generated over 2 Crores for PaisaBazaar via on-boarding of various AMC's and NBFC's.
- Earned highest monthly incentives ever earned in the process ($6,800 in April 2014) at American Express. Assisted with the on-boarding PaySense, an NBFC with PaisaBazaar generating over 1.3 Crores in business for the month of September,19.
- Ensured better understanding with Muthoot finance, re - negotiating the contract enabling better profit sharing ratio for PaisaBazaar. This ensures that PaisaBazaar earns 3% of loan amount disbursed.
- Have closed Central insurance, Adobe and working on the closure of another esteemed organization for LambdaTest
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Timeline
Manager - Customer Delight - LambdaTest
01.2019 - Current
Customer Success Manager - American Express
03.2017 - 11.2018
Senior Sales Specialist - American Express
06.2015 - 01.2017
Training Specialist - IC Sales - American Express
02.2015 - 03.2017
Customer Care Professional - American Express
07.2013 - 06.2015
Sales and Retention Specialist - iTech 24*7
03.2012 - 06.2013
Sales And Tech - Support Coordinator - Microsoft
01.2009 - 11.2012
Senior Technical Support Specialist - Convergys - OPTUS (DSLD)
12.2008 - 04.2009