Pooja Soni
Business Operations & CRM Lead
Kolkata
Summary
Business Operations & CRM Lead with 18+ years of experience driving large-scale, multi-region operations across North Zone and Pan-India markets. Proven expertise in leading CRM functions, sales coordination, and MIS reporting to enable data-driven decision-making and operational efficiency.
Successfully managed end-to-end backend operations, aligning senior leadership with field teams to ensure seamless execution of pricing strategies, schemes, and business initiatives. Known for strengthening CRM frameworks, improving process efficiency, and delivering actionable insights that support revenue growth and customer retention.
A strategic and execution-focused professional with strong stakeholder management, cross-functional coordination, and team leadership capabilities, committed to driving business performance in dynamic environments
Overview
16
16
years of professional experience
3
3
Languages
Work History
BUSINESS OPERATIONS & CRM LEAD
Sanjay Electricals Pvt Ltd
01.2023 - Current
- Led CRM and sales operations, expanding scope from Bihar & Jharkhand to full North Zone and contributing to Pan-India execution
- Managed multi-state operations across key regions, ensuring alignment with organizational strategies and business goals
- Collaborated with senior leadership to implement pricing strategies, policies, schemes, and replacement planning
- Acted as a strategic liaison between management and field sales teams, ensuring seamless communication and execution
- Supported leadership in drafting business communications, policies, and rollout frameworks
- Planned and coordinated Pan-India meetings to review performance, processes, and execution strategies
- Monitored daily sales operations, identified system discrepancies, and ensured timely resolution through cross-functional coordination
- Played a key role in recruitment, manpower planning, and talent acquisition for sales and operations teams
- Conducted interviews and onboarding programs to ensure smooth integration of new hires
- Analyzed regional and product-wise sales performance, delivering actionable insights to drive growth
- Tracked and evaluated KPIs including sales performance, territory efficiency, and team productivity
- Managed Business Partner and Product Master data in SAP/Excel, ensuring data accuracy and reporting integrity
- Strengthened dealer and distributor relationships to drive revenue growth and market expansion
- Oversaw credit control processes, ensuring timely collections and financial discipline
- Managed lead generation and conversion, including onboarding of new dealers and business partners
Centre Manager Administration
Onward InfoTech (Franchisee of IIHT LTD.)
03.2013 - Current
- ERP management like to maintain all data related to student’s admission, fee collection, walk in, and exams.
- Maintain the dashboard reporting system, compiling the reports of all staff or respective departments and report to director.
- Inventory Management - IT inventory management such as hardware inventory, software licenses. Contracts Management - Tracking of AMC agreements, renewals.etc
- Document Management - preparation and maintenance of files for warranty/AMC records, invoices, delivery challans, and consolidation of MIS reports.
- Management of the Centre to ensure that a high-quality programme is delivered, following our guidelines closely
- Conduct exam for the student who has successfully completed their course or certification, co-ordinate with Head office Bangalore regarding the same.
- ERP management like to maintain all data related to student’s admission, fee collection, walk in, and exams.
- Maintain the dashboard reporting system, compiling the reports of all staff or respective departments and report to director.
- Vendor Management - Liaison with vendors, obtaining quotations, collation of proposals etc, Preparation of Purchase orders for IT infrastructure domain. Post purchase co-ordination, tracking of payables.
- Maintain day to day expenses sheet as per Patty cash.
- Maintain all statutory liabilities of the center time to time, co-ordinate with accounts for the same.
- Taking care of Centre Beautification in terms of counseling, Marketing, Infrastructure.
- Coordinating and supporting the academic and activities programmes, ensuring that they are linked
- Overseeing the Centre Management Team to ensure effective management of all staff
- Maintaining a professional working relationship with staff, and student as well
- Maintain Book stock record and place order time to time on the basis of module or batch start.
- Manage staff effectively to ensure that Centre office is functioning and secure at all times.
- Ensure that students have read the relevant handbook and have signed the relevant Terms and Conditions documents
- Brain storming and take part of all sales planning with the concerned team members.
- Co-ordinate the day-to-day running of the Centre to monitor and evaluate all aspects of the operation of the Centre including Information Technology, Administration, Human Resource Management
Sales Coordinator (Back Office)
UTC Marketing Pvt. Ltd.
02.2015 - 12.2022
- Managed end-to-end order processing from sales team and dealers, ensuring accuracy in product, pricing, and quantities
- Coordinated with warehouse and logistics teams for timely dispatch and delivery tracking
- Maintained daily MIS reports including sales performance, pending orders, and dispatch status
- Acted as a communication bridge between sales team, dealers, and internal departments
- Monitored dealer payments and outstanding balances, ensuring adherence to credit policies
- Supported sales team with real-time data on stock availability, pricing, and in case of any special rates approvals
- Resolved operational issues such as order discrepancies, stock shortages, and delivery delays
- Maintained accurate records in Excel/ERP systems (Expert/Fact)
Office Coordinator
Onward InfoTech (IIHT)
03.2013 - 03.2014
Counselor
UEI Global
06.2012 - 01.2013
Admin Executive
Gita Mittal Career Development Center
11.2010 - 04.2012
Education
M.Com -
University of Rajasthan
01-2010
B.Com - undefined
University of Rajasthan
01-2008
Class XII - undefined
Rajasthan Board
01-2004
Skills
Performance evaluation
Proficient in CRM systems
Strategies for maintaining client relationships
Customer relations
Mentorship development
Team building
Sales proficiency
Inter-department collaboration
Technical Skill- Ms Office, SAP, TALLY, EXPERT, FACT
Administration & Office Operations
Sales Coordination & CRM
MIS Reporting & Data Analysis
Inventory & Dispatch Management
Vendor & Customer Handling
Team Coordination & Multitasking
Application Software: MS-Office, MS-Excel & Internet (Good command)
Core Strengths
- Possess professional experience in handling public relation activities, Admin, Operation and Management.
- Possess excellent public speaking and negotiation skills.
- Excellent negotiation with customer service skills.
- Ability to lead a team as well as perform tasks independently.
- Possess strong analytical and problem solving skills, with the ability to make well thought out decisions.
- Sound personality with excellent verbal and written communication skill.
- Highly trustworthy, discreet and ethical, Have good convincing power.
- Resourceful in the completion of projects, effective at multi-tasking.
- Sound ability to learn fast and grasp information easily.
Timeline
BUSINESS OPERATIONS & CRM LEAD
Sanjay Electricals Pvt Ltd
01.2023 - Current
Sales Coordinator (Back Office)
UTC Marketing Pvt. Ltd.
02.2015 - 12.2022
Centre Manager Administration
Onward InfoTech (Franchisee of IIHT LTD.)
03.2013 - Current
Office Coordinator
Onward InfoTech (IIHT)
03.2013 - 03.2014
Counselor
UEI Global
06.2012 - 01.2013
Admin Executive
Gita Mittal Career Development Center
11.2010 - 04.2012
B.Com - undefined
University of Rajasthan
Class XII - undefined
Rajasthan Board
M.Com -
University of Rajasthan