Piyali Sinha
Hyderabad,Hyderabad
Summary
With a rich background spanning 15+ years, adept in Business Development, Sales & Marketing, Client Relationship Management, Customer Retention and Satisfaction across various industries. Currently excelling as Head of Customer Service and Inside Sales at Mapmygenome India Pvt. Ltd., demonstrating expertise in sales, customer service and operations. Possess strong analytical skills, attention to detail, and excellent communication abilities, ensuring effective team management and profitable solutions. Recognized for achieving weekly KPIs, driving process excellence, and managing day-to-day operations to enhance customer experience. Proficient in anticipating market trends, enhancing competitive advantage, and expanding market share through strategic planning. Skilled in conducting professional presentations, negotiating agreements, and driving peak performance across all business areas. Recent achievement includes implementing changes to optimize company potential and penetrate new markets successfully. Well-versed in training team members on selling techniques, providing feedback, and ensuring comprehensive product knowledge.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Head- Inside Sales and Customer Service
Mapmygenome India Pvt. Ltd.
08.2021 - Current
- Develop and execute sales strategies to achieve revenue targets and expand the customer base within the assigned territory, focusing on multiunit opportunities for business growth
- Manage relationships with suppliers, vendors, sponsors, internal clients, and community partners to ensure smooth operations and collaboration, while gathering feedback from clients and stakeholders to enhance customer satisfaction
- Monitor weekly KPIs in client management, sales, and pipeline activity, while managing day-to-day operations to minimize customer impact and maintain service excellence
- Sales Forecast, Capacity Planning, Headcount Planning
- Identify and implement process improvement initiatives to drive operational excellence and efficiency, collaborating with senior executives to plan and coordinate meetings for effective communication and alignment with company goals
- Implement changes to penetrate new markets and increase market share, anticipate market trends, and actively market the business through various platforms to enhance brand visibility and customer engagement
- Respond quickly and efficiently to sales inquiries, coordinate orders, conduct professional presentations, negotiate agreements, work closely with Account Management teams, and provide training and coaching on selling techniques to enhance team performance
- Provide feedback, training, and development to enhance staff members' skills, ensure effective communication of product benefits, and address departmental discipline and grievance issues to maintain a positive work environment
- Attended offshore events/conferences, worked with offshore team, and delivered the deliverables to large Multinational organization in coordination with respective teams
- Developed and shipped B2B2C/D2C health and wellness tests
- Product liaison for internal and external stakeholders, client-facing teams
- Handled product marketing and business-dev support responsibilities for over 5 years
- Delivered 50+ on-site and off-site training sessions to internal teams (sales and marketing), new clients and business partners
- Adept at working cross functionally with product-dev, sales, marketing, design, advisors (practitioners, health coaches, genetic counsellors and dietitians), to deliver customer and business requirements
- Increased customer retention rate by 90% through the implementation of a comprehensive loyalty program and personalized customer engagement strategies, resulting in a 115% increase in annual revenue
- Developed and implemented a Key Performance Indicator (KPI) dashboard that improved sales team performance tracking, operations and customer service and decision-making, leading to a 25% increase in quarterly sales conversions
- Increased sales revenue by 96% within the first year through effective territory management and strategic client engagement initiatives
- Successfully negotiated and closed 100 commercial agreements with third-party partners, resulting in a 45% expansion of the company's market share in existing markets
- Implemented process improvement initiatives that resulted in a 30% reduction in customer attrition rates and a 15% improvement in overall customer satisfaction scores
- Developed and executed a comprehensive marketing campaign that led to a 80% increase in brand awareness and a 25% growth in new customer acquisitions
- Conducted training sessions on selling techniques for the sales team, resulting in a 70% increase in sales productivity and a 55% improvement in average deal size.
Customer Relationship Manager
Mapmygenome India Pvt. Ltd.
08.2014 - 06.2021
- Monitored and evaluated team performance, providing coaching and setting goals to meet departmental KPIs
- Managed daily activities of a team of 50 associates, ensuring alignment with company objectives and fostering a positive work environment
- Achieved monthly performance goals for customer satisfaction and promptly resolve customer issues and escalations
- Utilized quality assurance tools to improve customer interactions and identify opportunities for process enhancement
- Maintained communication with team and stakeholders, collaborating across departments to address customer inquiries and escalations
- Work for end-to-end perspective to improve customer experience
- Support the ongoing development of Service Management and the Customer Contact Center, including Incident, Problem, and Knowledge
- Assist sales force with invoice disputes
- Pump shipment notification to Sales representatives and Regional business managers
- Defining & implementing SOP: Writing work instructions and updating documents (SOP) used by the Customer Care team
- Request management approval to process credits and/or debits for both external and/or internal customers (Sales Reps.).
- Analyzed customer feedback to improve products and services, resulting in increased overall satisfaction levels.
Scheduling Analyst / Business Analyst
Sykes Business India Pvt. Ltd.
04.2013 - 05.2014
- Implemented workforce management strategies resulting in increase in agent productivity and adherence to service level agreements, exceeding performance targets consistently
- Spearheaded the development of workforce management policies and procedures, which were approved by the Conifer Governance Board, leading to reduction in scheduling errors and improved operational efficiency
- Conducted WFM training for 500 agents, resulting in improvement in schedule adherence and increase in employee satisfaction scores about 90%.
- Developed and presented structured resource management strategies to Senior Management, resulting in reduction in operational costs and increase in efficiency gains
- Collaborated with departments to optimize scheduling processes, leading to decrease in response times and improvement in customer satisfaction ratings.
- Improved project completion rates by ensuring proper staffing levels through effective schedule management.
- Evaluated historical data trends to inform the development of long-term strategic plans for resource allocation and capacity planning.
- Mentored junior analysts in effective scheduling techniques, fostering a collaborative work environment focused on continuous improvement.
Customer Support Representative
Dell International Services
01.2006 - 11.2011
- Achieved high customer satisfaction rate of about 30% NPS by resolving UK and Ireland client complaints effectively.( International Voice Process ) Reduced unresolved cases through timely handling of pre and post-delivery issues, including online escalations
- Improved new hire performance through targeted audits and feedback sessions
- Fostered strong client relationships, boosting retention rates and encouraging repeat business
- Spearheaded recovery strategies and process enhancements, cutting case resolution time
- Managed escalations, resulting in decrease in repeat incidents and increased customer loyalty
- Inspired team members, leading to productivity boost and decrease in turnover
- Execute all Workforce functions such as call volume forecasting, agent scheduling, strategic business planning, and real-time schedule adherence
- Work closely with Hiring team, training team, Finance team, vendors like transport team and facility team
- Coordinate and assist in the training (phone, floor policies & procedures) of and providing guidance to new contact center agents
- Resource Capacity Forecasting & Planning
- Corporate planning & strategic planning Roles and Responsibilities
- Develop/manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly
- Translate this information into hiring forecasts and staff schedules
- Optimize schedule placement to best match volume arrival patterns
- Training, Coaching
- Work closely with Hiring team, training team, Finance team, vendors like transport team and facility team
- Coordinate and assist in the training (phone, floor policies & procedures) of and providing guidance to new contact center agents.
Education
B.Sc. -
Aurora Degree College, Osmania University
Hyderabad01.2005
Skills
- MS Excel
- MS Word,MS PowerPoint
- Workforce Management software tools: Epicenter, Aspect, GMT, Avaya, CentreVu Supervisor, EWFM, CRM tools, CRM
- Teamwork and Collaboration
- Time Management
- Strategic planning
- Team Management and Leadership
- Customer Experience Enhancement
- Lead generation
- Sales and negotiation techniques
- Market analysis
- Conflict resolution
- Project management
- Customer Service
Languages
English
Hindi
Bengali
Awardsrecognitions
- Recognized as the top-performing agent multiple times, achieving the Agent of the Month title in July 2006, March 2007, November 2007, and August 2008. Additionally, awarded Agent of the Month for the entire quarter in 2007.
- Received the Bronze Award for outstanding performance as part of the Global CSMB Services CCO in Quarter 2, FY12, and honored with a certification of appreciation for supporting the Gen-DSS queue in Quarter 3, FY12.
Personal Information
Title: Skilled Business Development Leader with Expertise in Sales, CRM, and Operations
Certification
Six Sigma Tools for Improve and Control
Six Sigma Principles
Six Sigma Yellow Belt
Google Project Management
Fobet Certificate- Clinical Psychology
Timeline
Head- Inside Sales and Customer Service
Mapmygenome India Pvt. Ltd.
08.2021 - Current
Customer Relationship Manager
Mapmygenome India Pvt. Ltd.
08.2014 - 06.2021
Scheduling Analyst / Business Analyst
Sykes Business India Pvt. Ltd.
04.2013 - 05.2014
Customer Support Representative
Dell International Services
01.2006 - 11.2011
B.Sc. -
Aurora Degree College, Osmania University
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