Nithyananda Kumar T
Mathur, Manali
Summary
Reliable management professional with several years of expertise developing top-notch skills in customer service, sales and team leadership in the Telecom industry. Ready to take on new challenges in an exciting new position.
Overview
19
19
years of professional experience
Work History
Associate Manager
Tamil matrimony
Chennai
05.2023 - Current
- Led sales team to achieve monthly targets and drive revenue growth.
- Managed customer relationships to ensure satisfaction and retention.
- Provided guidance and coaching to sales representatives in order to increase their competency and productivity.
- Conducted regular meetings with the sales team to review goals, discuss challenges, and strategize for upcoming campaigns.
- Developed incentive programs for employees to motivate them to reach their targets each month.
- Managed a team of 20+ sales representatives, providing feedback on performance, and coaching when needed.
- Trained new hires on company policies, procedures, and processes related to sales operations.
- Assisted in employee recruitment, hiring and interview processes.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Created reports on customer service, sales activities, MOM, and inventory levels.
- Month-on-month and quarterly sales reviews.
Unit Manager
Tamil matrimony
Chennai
02.2018 - 04.2023
- Led sales team to achieve monthly targets and improve performance.
- Conducted regular team meetings to discuss goals and share best practices.
- Mentored junior staff to enhance their sales skills and techniques.
- Monitored daily sales activities and provided feedback to team members.
- Coached sales team members on best practices for customer interactions.
- Resolved customer complaints promptly and efficiently.
- Assisted with hiring new sales personnel as needed.
Associate Manager – Service Operations
INDIA PROPERTY ONLINE PVT LTD
Chennai
04.2015 - 01.2018
- Company Overview: (Real estate portal)
- Role of Handling Customer service processes – Toll free, Chat Process, Fresh desk and Home loans & Manpower recruitment.
- Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process.
- Conducting process reviews for ensuring Sales & service targets vs achievements for advertisement campaigns and strict adherence to the process parameters/systems as per defined guidelines.
- (Real estate portal)
Team leader – Service Operations
INDIA PROPERTY ONLINE PVT LTD
04.2014 - 03.2015
- Company Overview: (Real estate portal)
- Team to suggest properties to Home Buyers – from Site visit to Closures.
- Accountable to cover up the maximum clients (builders) for Advertisement campaign renewals.
- Home loan Processing from documents collections till loan disbursement – earlier With Bank Bazaar, ICICI presently with PNB, IDFC, India Bulls, HDFC and much more reputed banks.
- (Real estate portal)
Team leader – Quality
INDIA PROPERTY ONLINE PVT LTD
04.2013 - 03.2014
- Company Overview: (Real estate portal)
- Handling Quality team – To Achieve OJTs sales & service target with respective quality Spocs.
- Call Auditing to reject/approve the qualified leads for servicing property seekers.
- (Real estate portal)
Quality & Training
INDIA PROPERTY ONLINE PVT LTD
12.2011 - 03.2013
- Company Overview: (Real estate portal)
- Initiated Call barging mechanism to streamline the process quality & improve handling customer objections – for property buying and selling.
- Designed effective training programs – Mock calls session, T&R sessions, refresher sessions for OJTs and Vintage callers to maintain quality in servicing and branding.
- Track records of Training batches & Scheduling based on management requirement.
- (Real estate portal)
Quality Analyst & MIS
Trefoil Information services India Pvt Ltd
10.2010 - 04.2011
- Data Receipt from client and Segregation of data
- Data allocation to respective agents and flash report of DRR to agents
- Maintenance of MIS
- Barging to the agent’s sales calls and sharing reports to Operation manager on daily basis to show quality packed performance.
- Coordinating with client for submission of data with TAT.
Quality Analyst
Serco BPO
Chennai
12.2008 - 09.2010
- Listening to live & recorded calls to identify mis-sale, improvement areas & provide feedback/coaching to scale up performance in both associate & Verification level.
- Acts as Quality controller in absence of QC.
- Implementation to multiple employees to achieve the targets with respect to their quality parameters.
Verification – Backend process
Serco BPO
Chennai
09.2008 - 12.2008
- Verifying Sales leads to avoid mis-sales from agent’s source and maintenance of MIS and Various reports which are related to Quality level.
Tele Sales Executive
Serco BPO
Chennai
02.2007 - 08.2008
- Meeting daily targets set by the Team Leader
- Follow up with the customer to ensure maximum data utilization
Education
B.Sc. - Maths
Madras University
01.2008
XII -
T.T. Arasu Matriculation Higher Secondary school
Chennai01.2005
X -
T.T. Arasu Matriculation Higher Secondary school
Chennai01.2005
Skills
- Senior Level Professional
- Customer service
- Data analysis
- Process improvement
- Quality assurance
- Sales strategy
- Leading, Training & monitoring the performance of team members
- Managing service operations for quality services
- Assessing customer feedback and providing critical feedback
- Preparing MIS reports as per SLA
- Conducting process reviews for adherence to guidelines
- Team leadership
- Training development
- Performance metrics
- Call auditing
- Complaint resolution
- Customer rapport
- Strategic planning
- Sales monitoring
- Customer relationship management (CRM)
Accomplishments
- Bagged several quality topper awards in Serco BPO and Indiaproperty
- Maintained a minimum attrition rate of less than 8% in overall leadership roles
- Handled PAN India level builder projects, resulting in 70% of renewable accounts
- Awarded as Quality Topper Team – IP (2015)
- Good testimonials from customers for property buying through Indiaproperty.com
- State-level job fair participant as interviewer
- Matchmaking online portal: Best Employee Award (Unit Manager) of Matrimony.com during the pandemic
- Good in People management and hiring controller of Tamil matrimony Telesales process
Personal Information
- Date of Birth: 08/21/88
- Marital Status: Married
Place
Chennai, Tamil Nadu
Languages
Telugu
First Language
Tamil
Proficient (C2)
C2
English
Proficient (C2)
C2
Hindi
Upper Intermediate (B2)
B2
References
References available upon request.
Timeline
Associate Manager
Tamil matrimony
05.2023 - Current
Unit Manager
Tamil matrimony
02.2018 - 04.2023
Associate Manager – Service Operations
INDIA PROPERTY ONLINE PVT LTD
04.2015 - 01.2018
Team leader – Service Operations
INDIA PROPERTY ONLINE PVT LTD
04.2014 - 03.2015
Team leader – Quality
INDIA PROPERTY ONLINE PVT LTD
04.2013 - 03.2014
Quality & Training
INDIA PROPERTY ONLINE PVT LTD
12.2011 - 03.2013
Quality Analyst & MIS
Trefoil Information services India Pvt Ltd
10.2010 - 04.2011
Quality Analyst
Serco BPO
12.2008 - 09.2010
Verification – Backend process
Serco BPO
09.2008 - 12.2008
Tele Sales Executive
Serco BPO
02.2007 - 08.2008
B.Sc. - Maths
Madras University
XII -
T.T. Arasu Matriculation Higher Secondary school
X -
T.T. Arasu Matriculation Higher Secondary school
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