Nilamber Ghosh
Jalpaiguri
Summary
Dynamic and results-oriented professional with extensive experience in customer support and pre-sales, notably at Customer Umbrella and Byju's. Excelled in utilizing CRM systems like Hubspot and Ameyo, enhancing client relationships through effective problem-solving and lean management skills. Proven track record in mentoring teams for performance improvement, achieving significant customer satisfaction, and driving business growth through strategic sales and product management. Fluent in English, Hindi, and Bengali, with a passion for innovation and efficiency.
Overview
5
5
years of professional experience
Work History
Freelance Customer Support Specialist
Customer Umbrella
WFH
07.2024 - Current
- Provided timely assistance to customers via phone, email, and live chat, ensuring high professionalism.
- Managed a high volume of inbound calls while maintaining excellent quality standards.
- Utilized CRM systems to track interactions, document detailed case notes, and access relevant account information efficiently.
- Built strong client relationships, resulting in repeat business, and positive feedback.
- Resolved complex customer issues promptly and professionally.
- Maintained thorough product knowledge to provide accurate information and expert advice.
Senior Pre-sales Front End
Livspace Home Interior Design
Bangalore
12.2022 - 06.2024
- Analyzed customer requirements and aligned solutions with operational capabilities.
- Assisted in preparing formal sales proposals, tenders, and solution proposals based on product fitment.
- Coordinated with internal teams (legal, product, platforms) for contract preparation and sign-off.
- Supported technical sales activities, including customer presentations, equipment setup, and product demonstrations.
- Monitored and updated PAN-India Opportunity Tracker, and tracked amendments in relation to active tenders.
- Acquired in-depth product knowledge and delivered training to customers, partners, and interns.
- Make outgoing calls to potential customers to schedule high quality leads for sales
- Identify customers needs, clarify information, research every issue, and provide solutions and/or alternatives
- Seize opportunities to upsell services when they arise
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Provided support to junior staff during peak periods of workloads.
- Identified opportunities for process improvements, implementing changes when required.
- Trained new staff in relevant processes and procedures.
Pre-sales Associate (Business Development)
Byju's (Think and Learn Pvt Ltd)
Bangalore
10.2020 - 11.2022
- This is an individual contributor role in an employee-oriented high-performance environment that emphasizes spreading BYJU's unique way of learning across India
- Your role will entail qualification of Leads (via various channels), by calling them (via Ameyo) Selling a product, and achieving the following :
- Briefing them about the program they have selected or shown interest in
- Generate interest in Byju's product
- Selling Byju's product
- Updating tasks/activities/ relevant information on various company platforms
- (e.g
- LS, CRM, reporting)
- Accountable for creating verified and good-quality sales
- Provide work-related updates to the reporting managers as required from time to time
- Ensured compliance with local regulations while executing business development activities.
Relationship Officer
Axis Bank Ltd
Siliguri
05.2020 - 11.2020
- Providing financial solutions to customers by offering the bank's products, providing service to existing and NewTo-Bank customers in the branch, and adding new customers through referral generation activities and customer visits
- Provided excellent customer service through active listening and problem solving skills.
- Analyzed client data to identify opportunities for cross-selling products and services.
- Conducted regular reviews of existing client relationships to ensure the highest level of service was provided.
- Assisted customers in opening new accounts and resolving any queries or issues they had.
Business Development (Internship)
Bajaj nserv pvt ltd
Jalpaiguri
- For creating a photo gallery, we first build a database for storing gallery photos
- For gallery style, we will use Ekko-lightbox CSS and js of the Admin-LTE template
- And with this, we will perform a delete operation with photos
- Here, we are using the code-first approach for creating and generating a database
- So, we make a "photography" table and the rest of the identity tables are auto-created
- Maintained accurate records of all activities performed throughout internship period.
- Identified needs of customers promptly and efficiently.
- Monitored operations and reviewed records and metrics to understand company performance.
Operation Associate (Internship)
Coca cola Pvt Ltd
Siliguri
- Responsible for achieving volume and share targets for assigned projects by creating and executing the category management plans; develops category or channel merchandising and promotions strategies with marketing and sales teams; develops sales materials tailored to brand, account or channel; responsible for category
- Helped maintain applicant tracking systems and recruiting metrics.
- Identified needs of customers promptly and efficiently.
Education
MBA - Special Products Marketing Operations
NIILM CMS
NOIDA01-2019
BCA - COMPUTER APPLICATION
JIS COLLEGE OF ENGINEERING
KALYANI01-2017
12TH - Arts Education
JALPAIGURI HIGH SCHOOL
JALPAIGURI 01-2013
10TH -
JALPAIGURI ZILLA SCHOOL
JALPAIGURI01-2011
Skills
- Obtain a challenging leadership position
- Applying creative problem solving and lean
- Management skills with a growing company to
- Achieve optimum utilization of its resources and Maximum profit
- Hubspot
- Canvas
- Leadsquared
- Airtel Iq
- Ameyo
- Ozonetel
- Ms office
- Ms Excel
- Power point
- Aspnet
- C and C
- Performance monitoring
- Performance Improvement
- Coaching and Mentoring
- Product Management
Language known
- English
- Hindi
- Bengali
Hobbies
- Song writing and Music composing ,(Hip
- Hop)
- Dance
- Nilamber Ghosh
- Business development (Pre sales)
- Jalpaiguri sevagram post- Debnagar pin-735101
Accomplishments
- FTE & FOS Engagement program
- Driving Sales
- Maintain Relationship with
- Dealers/Channel Partners
- Dealership/Distribution Management
- Achieving Sales Target
- Team Handling
- Team Engagement
- PROJECTS
- EDUCATION
Timeline
Freelance Customer Support Specialist
Customer Umbrella
07.2024 - Current
Senior Pre-sales Front End
Livspace Home Interior Design
12.2022 - 06.2024
Pre-sales Associate (Business Development)
Byju's (Think and Learn Pvt Ltd)
10.2020 - 11.2022
Relationship Officer
Axis Bank Ltd
05.2020 - 11.2020
Business Development (Internship)
Bajaj nserv pvt ltd
Operation Associate (Internship)
Coca cola Pvt Ltd
MBA - Special Products Marketing Operations
NIILM CMS
BCA - COMPUTER APPLICATION
JIS COLLEGE OF ENGINEERING
12TH - Arts Education
JALPAIGURI HIGH SCHOOL
10TH -
JALPAIGURI ZILLA SCHOOL
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