Namrata Dasad
Sales Leader - Operations
VADODARA
Summary
Dynamic and accomplished professional with over 10 years of experience in customer service, sales, financial analysis, and IT recruitment. Seeking a challenging leadership role to leverage expertise in sales and service management, team leadership, and operational optimization for driving business growth, enhancing team performance, and ensuring outstanding customer experiences. Known for leading high-performing teams, optimizing operational workflows, and driving continuous improvement in service quality and performance metrics. Proven ability to deliver exceptional results in fast-paced environments by focusing on customer satisfaction, employee development, and strategic process enhancements.
Overview
12
12
years of professional experience
Work History
Sales Leader - Operations
Etech Global Services
05.2024 - Current
- Sales Strategy & Execution: Led a high-performing sales team to consistently exceed monthly and quarterly sales goals by establishing SMART objectives and leveraging data-driven insights to optimize sales processes.
- Team Development & Mentorship: Mentored and coached new sales associates and emerging leaders, implementing tailored training programs designed to enhance sales acumen, customer service skills, and leadership capabilities.
- Process Improvement: Conducted detailed root cause analyses (RCA) of customer queries and sales bottlenecks, providing actionable feedback to improve overall service delivery and reduce churn.
- Client Liaison: Actively engaged with senior leadership and clients to review sales performance, identify growth opportunities, and align strategies with business objectives. Developed and executed initiatives to drive customer satisfaction and loyalty.
- Operational Efficiency: Managed critical metrics such as shrinkage, utilization, and performance improvement through data-driven decision-making, contributing to both short-term wins and long-term operational improvements.
Assistant Team Lead - Operations & Quality
Etech Global Services
05.2019 - 04.2024
- Lead and manage a team responsible for sales and customer service campaigns, ensuring the achievement of key performance targets, including customer satisfaction and revenue growth.
- Regularly evaluate team performance through data analysis and chat evaluations, identifying areas for improvement and implementing targeted coaching and development plans.
- Collaborate with cross-functional departments to resolve customer issues in real time, ensuring prompt and effective resolution, and consistently delivering five-star customer service.
- Oversee performance management, providing detailed statistical feedback to senior management to facilitate staff evaluation and reward programs.
- Maintain quality scores across various processes, such as product loading and chargeback management, for clients like Getaroom.com, acting as a Quality Assurance leader.
- Engage in frequent team training initiatives, coaching team members on operational best practices, customer engagement strategies, and product knowledge updates.
Operations Intern
Etech Global Services
05.2018 - 04.2019
- Promoted to operations role, assisting senior leaders and coaches in the daily oversight of customer service functions.
- Provided operational support in quality assurance tasks, process evaluations, and team performance monitoring.
- Collaborated with team leaders to streamline operational processes, ensuring seamless execution and efficient service delivery.
Online Sales & Service Chat Representative
Etech Global Services
10.2015 - 04.2018
- Managed multiple inbound customer queries via chat and calls, identifying and addressing customer needs while promoting relevant products and services to enhance customer satisfaction.
- Exceeded productivity and quality targets through proactive customer engagement and timely issue resolution.
- Played a key role in driving sales conversions by leveraging product knowledge and effectively communicating promotional offerings to customers.
Financial Analyst
AIS Business Solutions Pvt. Ltd.
09.2013 - 10.2015
- Reviewed bankruptcy cases, ensuring compliance with relevant legal regulations and internal policies.
- Managed a team, distributing daily workloads and ensuring timely case handling with minimal errors.
- Trained new team members, enhancing their knowledge of bankruptcy regulations and procedures.
- Consistently exceeded performance targets through creative strategies and efficient workflow management.
Associate Technical Recruiter
Collabera Technologies
07.2012 - 04.2013
- Successfully recruited candidates for major clients like Accenture, Capgemini, Honeywell, and JP Morgan Chase.
- Handled end-to-end recruitment processes for junior to senior-level positions, leveraging industry knowledge and database management to source high-quality candidates.
- Negotiated salary offers and managed candidate databases, ensuring smooth onboarding processes for selected individuals.
Education
Diploma in Information Technology -
Gujarat Technological University
Vadodara, GujaratSkills
- Dynamic Leadership & Team Empowerment
- Exceptional Customer Engagement
- Sales Excellence & Growth Strategies
- Operational Quality & Improvement Initiatives
- Insightful Data Analytics & Performance Metrics
- Strategic Talent Acquisition & Human Resources Leadership
- Financial Strategy & Regulatory Compliance
- Proactive Problem Resolution
- Agile Learner & Team Developer
- Collaborative Communication & Relationship Building
Accomplishments
- Awarded 1st Rank in IDP/UDP Convocation at Gujarat Technological University.
- Recognized for outstanding performance in state-level basketball competition.
- Earned Level 1 and Level 2 certifications in coaching tactics.
Timeline
Sales Leader - Operations
Etech Global Services
05.2024 - Current
Assistant Team Lead - Operations & Quality
Etech Global Services
05.2019 - 04.2024
Operations Intern
Etech Global Services
05.2018 - 04.2019
Online Sales & Service Chat Representative
Etech Global Services
10.2015 - 04.2018
Financial Analyst
AIS Business Solutions Pvt. Ltd.
09.2013 - 10.2015
Associate Technical Recruiter
Collabera Technologies
07.2012 - 04.2013
Diploma in Information Technology -
Gujarat Technological University
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