Pooja Esai

• Customer Interaction: Handle escalated customer inquiries or complaints that frontline agents are unable to resolve. This requires a high level of empathy, patience, and the ability to effectively de-escalate tense situations.
• Complex Issue Resolution: I often tasked with resolving complex or technical issues that require a deeper understanding of the product or service. They may collaborate with other departments such as technical support or product development to find solutions.
• Training and Development: Responsible for training new hires, as well as providing ongoing training and development opportunities for existing team members. This could involve conducting training sessions, creating training materials, and providing feedback on performance.
• Quality Assurance: Monitoring and maintaining the quality of customer interactions is crucial. Senior executives may listen to recorded calls, conduct performance evaluations, and provide feedback to agents to ensure consistent and high-quality service.
• Reporting and Analysis: Compile data and generate reports on key performance metrics such as call volume, resolution times, customer satisfaction scores, etc. These insights help identify areas for improvement and inform strategic decision-making.
• Process Improvement: Identifying inefficiencies in existing processes and suggesting improvements is another key responsibility. This could involve streamlining workflows, implementing new tools or technologies, or revising customer support policies.

Lead Generation and Prospecting

• Cold Calling: Initiate contact with potential corporate clients through cold calls, emails, or other outreach methods to create new business opportunities.
• Lead Qualification: Assess the needs and potential of leads to determine their suitability as high-value corporate clients. Filter leads based on criteria like budget, industry, and decision-making authority.
• Follow-ups: Maintain regular follow-up communication with potential leads to nurture relationships and keep the sales process moving forward.

Meeting Scheduling

• Appointment Setting: Secure meetings or appointments with qualified leads to discuss potential business opportunities and present solutions tailored to the client’s needs.
• Coordination and Logistics: Coordinate with corporate clients to schedule meetings at mutually convenient times, ensuring effective planning and use of time for both parties.
• Pre-Meeting Preparation: Prepare detailed presentations and proposals, customized to the lead's business requirements, to ensure productive discussions during meetings.

Pitching and Presentation

• Client Needs Assessment: During meetings, ask insightful questions to understand the client’s business challenges and tailor your sales pitch accordingly.
• Solution Presentation: Present your company’s products or services in a way that demonstrates clear value for the client, addressing their specific business objectives.
• Handling Objections: Address any concerns or objections raised by corporate clients during meetings, providing reassurance and clarifications where needed.

Relationship Building

• Building Rapport: Develop trust and establish a professional rapport with corporate clients through personalized interaction and a consultative sales approach.
• Client Follow-up Post-Meeting: Send follow-up emails, proposals, or additional information after meetings to maintain engagement and move the deal forward.

Pipeline Management

• Track Lead Progress: Use CRM (Customer Relationship Management) tools to track the status of leads, monitor follow-ups, and log interactions with corporate clients.
• Conversion Tracking: Monitor the conversion rates of cold calls, meetings, and proposals to refine strategies and improve the sales process over time.
• Sales Cycle Management: Manage and optimize the sales cycle from initial contact to closing the deal, ensuring all stages are covered.

Reporting and Analysis

• Daily/Weekly Reports: Track your daily outreach activities, including calls made, meetings set, and lead responses. Regularly update management on lead progress.
• Performance Metrics: Analyze the effectiveness of your cold calls, meeting success rates, and conversion outcomes to identify areas for improvement.

Closing the Deal

• Proposal Follow-ups: After meetings, ensure timely delivery of tailored proposals that summarize the discussion and provide solutions that meet the client’s needs.
• Contract Negotiation: Engage with corporate clients to negotiate terms, address any final concerns, and close the deal.

• Provide quality of training to trainee barista's
• Greeted and connected with every customer, recommending drinks and pastries
• Prepared and served hot and cold beverages, including fresh coffee, espresso drinks and brewed teas
• Maintained clean and organized workspaces, enabling coworkers to easily locate resources and products
• Maintained highest standards of conduct and personalized customer service
• Adhered to recipe and presentation standards for specialty coffee drinks
• Paid attention to customer feedback regarding menu offerings and recommended changes, improvements and new menu items
• Followed equipment operating instructions and troubleshot breakdowns on coffee machines to keep equipment operational
• Identified and utilized opportunities to upsell menu items to guests
• Stayed up-to-date on kitchen policies, menus and ingredients to correctly answer customer queries
• Checked temperatures of freezers, refrigerators and heating equipment to verify proper functioning
• Ordered, received and stocked supplies and retail products.