Nitish Dhawan

Inside Sales

▪ Accountable for establishing and managing a profitable inside sales team:

✔ Successfully expanded the team from 15 individuals to a robust team of 30 members in just 2 months.

✔ Achieved a remarkable growth, elevating the revenue from 40Lakhs per month to an impressive 80 lakhs per month

▪ Ensure a favorable Delta Revenue to Cost ratio, thus guaranteeing the team's productivity

▪ Identify and manage diverse lead sources to maximize conversion rates

▪ Implement a comprehensive CRM system for enhanced lead management and the generation of detailed efficiency reports

▪ Engage in projects in collaboration with the growth and product teams, including feature development, pricing experiments, and A/B testing for different revenue generation strategies

▪ Supervise and manage the daily standard operating procedures (SOP) of managers, assistant managers, and other team members to ensure efficient performance and timely attainment of targets while managing P&L

▪ Accountable for spearheading teams to ensure the achievement revenue generation and targets, coupled with optimal productivity

Renewals & Retention

▪ Life cycle management of client by planning journey from onboarding to upsell/cross sell.
▪ To plan activities periodically; so as to increase retention.
▪ To ensure customer queries are addressed and retain for a longer time.
▪ Improved renewal% by ~2x by execution of long term benefit policies.
▪ Improved revenue ~4x QoQ.
▪ Introduced new vertical within Retention journey and performance of that vertical is improving 2x QoQ.

• Managing Servicing team handling 20K Paid client base, with Customer Churn & Upsell as core KPIs
• Responsible for bringing monthly renewals, upselling products online, Service calls
• Strategizing Sales Improvement via Data segmentation, operational improvement & product design
• L&D enablement involving training team for content enrichment and update with latest industry trends
• Along with Business team, Handling Recruitment team to take care of hiring as per vertical's manpower requirement
• Manpower Planning & projection basis paid client increment & other client impacting metrics such as upsell & churn
  Incentive design to increase incentive coverage while to achieve business sales goals
• Started multiple pilot process to increase the customer retention (Welcome Call,Engagement Calls)

• Handling Business Delivery role of Tele sales, where online renewal and operating Sales profile
• Responsible for Voice & Non-voice Complaints, Adherence & monitoring of TAT & Accuracy on each compliant received
• Responsible for bringing monthly renewals, achieving monthly upselling targets & doing timely service calls
• Monitoring and Auditing process & Policies resulting in minimized scope for Dissatisfaction and repeat complaints
• Have been responsible for creating new process and correcting process for better customer experience
• To manage employee relations - through training, performance evaluation and professional motivation
• Hire, motivate, coach and provide training to increase productivity and skill sets of team members
• Conducting periodic reviews of the team which includes monitoring each member's performance on renewal & Customer service, ensuring process compliance and quality to drive monthly target
• Controlling team attrition, new hiring, weekly meetings with NPS detractors.

• Handling Customer Complaints
• Receiving E-mails & taking Escalations
• Preparing Monthly & Weekly reports for the team
• Floor support & assisting OJT.

• Handling Customer Complaints
• Receiving E-mails & taking Escalations
• Preparing Monthly & Weekly reports for the team
• Floor support & assisting OJT.