POOJA VERMA

Managed a team of sales professionals to drive successful conversion of credit cards, achieving targets month over month.

• Oversaw and mentored a team of 25+ members to effectively handle shrinkage and attrition, resulting in an increase of tenured and experienced members, resulting in an exponential increase in revenue.
• Implemented a new sales strategy that led

• Managing a team of executives for implementing marketing and sales for achieving sales and product mix targets for sourcing of credit card
• Handling a team of 12 members of cross Sales and services
• Support team goals, create and maintain positive relationships with team members
• Refer unresolved customer grievances or special requests to designated departments for further investigation
• Responsible for handling team escalations received through various channels
• Generating team level performance reports, TAT reports and quality scorecard
• Training and mentoring new joiners
• Maintain team roster & unscheduled leave report
• Co- coordinating with other core departments of Credit Card like KYC, AMU, CHARGEBACK, RISK to resolve customer grievances
• Drive strong performance management in the team through clear expectations, performance, appraisals and feedback
• To develop existing team members to improve their performance to deliver front line customer service

• Managing a team of executives for implementing marketing and sales for achieving sales and product mix targets for sourcing of credit card
• Handling a team of 12 members of cross Sales and services
• Support team goals, create and maintain positive relationships with team members
• Refer unresolved customer grievances or special requests to designated departments for further investigation
• Responsible for handling team escalations received through various channels
• Generating team level performance reports, TAT reports and quality scorecard
• Training and mentoring new joiners
• Maintain team roster & unscheduled leave report
• Co- coordinating with other core departments of Credit Card like KYC, AMU, CHARGEBACK, RISK to resolve customer grievances
• Drive strong performance management in the team through clear expectations, performance, appraisals and feedback
• To develop existing team members to improve their performance to deliver front line customer service

• Regularly exceed target sales
• Identify contact and built relationship with prospective customers
• Actively cold and warm call to the potential client to get a foot in the door
• Handling customers needs pitching for sales as well as providing services
• Interacting with customers to provide information regarding specific products and services
• Handle and resolve customer enquiries and complaints
• Investigate customer's problems, providing accurate and factual replies