Pankaj Bhattacharjee
New Delhi
Summary
Results-driven sales professional with over 13 years of comprehensive experience in team building, leadership, and end-to-end process management. Proficient in managing P&L, maintaining SLAs, and monitoring performance to achieve organizational goals. Skilled in establishing clear leadership frameworks, implementing strategic initiatives, and setting benchmarks for operational excellence. Adept at streamlining processes to align with organizational guidelines and driving impactful business outcomes.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Associate Manager Inside Sales
Medvarsity Online Limited
01.2024 - 01.2025
- Handling the Inside sales team of 32 ISMs.
- Responsible for selling courses to the MD/MBBS and other healthcare professionals, through phone calls.
- Lead and manage the inside sales team, providing guidance, coaching, and support to achieve sales targets.
- Set clear goals and objectives for the team and individual sales representatives.
- Develop and implement effective sales strategies to drive revenue growth.
- Monitor and manage the sales pipeline, ensuring timely follow-up and closure of leads.
- Implement sales processes and CRM tools to track customer interactions and sales progress.
- Conduct regular performance reviews and provide constructive feedback to help team members reach their full potential.
- Track sales metrics and KPIs to evaluate team performance and identify areas for improvement.
- Collaborate with marketing, product development, and customer service teams to align sales strategies with overall business objectives.
Asst. Sales Manager – Telesales –Voice/Chat
Lenskart Solutions Pvt. Ltd.
04.2018 - 12.2023
- Handling Contact Centre Operations for Telesales Vertical (Voice/Chat)
- Led team of 100+ advisors which includes 6 Team Leaders and 4 Subject Matter Experts
- Responsible for driving Revenue Sales of entire vertical through Organic growth
- Creation of process SOPs, analyzing and improving agents’ and team’s efficiency
- Bringing in changes that help in upsizing business
- Responsible for KPIs like Revenue Generation, Conversion%, Chat Quality, Resolution TAT, Abandon%, Attrition, Shrinkage etc
- Hire trained and supervised tele sales staff
- Help to improve the training module by identifying opportunities
- Working closely with the quality team to improve the support assistance which helps to improve customer experience
- Looking into the process growth, also suggest for increase the traffic in terms of leads
- Motivate & engage the sales team with monetary & non-monetary motivational tactics, such as sales contests, lucrative incentive plans, prizes & public recognition
- Prepare dialer report formats & track the dialer performance very closely
- Creating onboarding training template, refresher pieces of training, on the job training, coaching programs for new joiners, performance monitoring for new joiners
- Work with a vendor to create a consistent hiring pool, track EWS for attrition, Formulating right assessment tools for hiring etc
- Responsible for formulating right incentive plan custom process aimed at increasing the sales, productivity along adherence to necessary quality & compliance metrics
- Responsible for formulating & publishing all required MIS/reports/trackers on respective tele-calling processes performance
- Presentation to senior management on a periodic basis on process performance
Team Leader – Tele Sales Process
Lenskart Solutions Pvt. Ltd.
04.2015 - 03.2018
- Handled Tele- Sales team of 20-28 members through the tenure of the profile
- Responsible for the individual agents’ and team scores and develop their ability to achieve and surpass their KRAs
- Devising and implementing action plans at agent and team level to ensure improvement on various SLAs
- Involved in data analysis to measure key metrics of an individual’s performance and sharing the same on a fortnightly/monthly basis with Senior Management as well
- Prepare weekly rosters for team member’s basis on past trends and future forecast in terms of volume of work
- Responsible for KPIs like Revenue Generation, Conversion%, Chat Quality, Resolution TAT, Abandon%, Attrition, Shrinkage etc
- Responsible for KPIs like Team Target Achievement, Conversion%, Call/Chat Quality, Staffing % etc
Shift Supervisor – Tele Sales
Lenskart Solutions Pvt. Ltd.
10.2013 - 03.2015
- Providing real-time support to agents, assisting in closing queries and achieving customer satisfaction
- Responsible for the growth of support knowledge of assigned team-members by identifying opportunities and coaching them accordingly
- Floor support in the absence of the Team Leader
- Improvising team performance by sharing regular feedbacks
- Assisting new joiners to clear OJT
- Trained new employees and delegated daily tasks and responsibilities.
First Impression Officer – Tele Sales
Lenskart Solutions Pvt. Ltd.
12.2011 - 09.2013
- Responsible to handle customer queries via call
- Handling the customer escalations
- Assisting customers to order Spectacles/Sunglasses/Contact Lenses products online as per their requirement
Senior Customer Care Executive
iEnergizer Pvt. Ltd
04.2009 - 12.2011
- Responsibility to handle customer queries via chats
- Handling the escalated cases of the customers over the chats
- Assisting customers to order cosmetics/gym/domestic products online as per their requirement
Auditor
Vodafone Essar Spacetel Ltd.
07.2008 - 02.2009
- Responsibility to audit the connection forms of the customers
- Need to audit 120 connection forms every day
- Maintaining data of the connection forms
- Cross check the forms and approved for the connections
Education
10th -
Dr. Radha Krishnan Boy’s Secondly School
Shillong, Meghalaya 01.2002 - 01.2002
12th -
St. Edmunds College
Shillong, Meghalaya 02.2002 - 03.2004
B.A. - sociology Hons
Umshyrpi College
Shillong, Meghalaya 01.2006 - 01.2008
Skills
- Team Supervision Abilities
- Strong decision-maker
- Strong Cross-cultural
- Dynamic and Fast Learner
- Effective communication skills
Accomplishments
- Recognized for exceptional performance as a Senior Sales Executive at iEnergizer with a prestigious performance award.
- Received multiple 'Rockstar of the Month' (RNR) awards at Lenskart Solutions Pvt. Ltd. for outstanding contributions in roles including First Impression Officer, SME Chat Sales, and Shift Supervisor.
- Honored with the 'Best Team Leader Award' for exemplary leadership in Customer Support Chat in 09/2016 at Lenskart Solutions Pvt. Ltd.
- Commended by Mr. Peyush Bansal, CEO of Lenskart Solutions Pvt. Ltd., for unwavering dedication, discipline, and hard work during the first COVID-19 lockdown.
- Achieved the 'RNR for Best Performance' as Assistant Manager, consistently exceeding expectations and driving impactful results at Lenskart Solutions Pvt. Ltd.
Timeline
Associate Manager Inside Sales
Medvarsity Online Limited
01.2024 - 01.2025
Asst. Sales Manager – Telesales –Voice/Chat
Lenskart Solutions Pvt. Ltd.
04.2018 - 12.2023
Team Leader – Tele Sales Process
Lenskart Solutions Pvt. Ltd.
04.2015 - 03.2018
Shift Supervisor – Tele Sales
Lenskart Solutions Pvt. Ltd.
10.2013 - 03.2015
First Impression Officer – Tele Sales
Lenskart Solutions Pvt. Ltd.
12.2011 - 09.2013
Senior Customer Care Executive
iEnergizer Pvt. Ltd
04.2009 - 12.2011
Auditor
Vodafone Essar Spacetel Ltd.
07.2008 - 02.2009
B.A. - sociology Hons
Umshyrpi College
01.2006 - 01.2008
12th -
St. Edmunds College
02.2002 - 03.2004
10th -
Dr. Radha Krishnan Boy’s Secondly School
01.2002 - 01.2002
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