Prashant Makrand

Increased sales revenue by developing and implementing effective sales strategies.

Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.

Built long-lasting client relationships through excellent customer service and consistent followups.

Led a successful sales team by providing motivational coaching and performance-based incentives.

Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.

Handling a team of 5 associates and 40 agencies in executing Live Streaming on MOJ platform.

Leading on-boarding of streamers and agencies on MOJ platform

Conducting grooming session for new joining streamers and agencies.

Co-coordinating with MOJ live moderation team for live monitoring.

Leading campaign designing and execution of the campaigns

Leading pay-outs and contracts for these streamers and agencies.

Leading projects like gifter referral programs to get gifters on MOJ platform

Handling a team of associates & Store Manager’s voice outbound Sales.

Ensuring emergencies are reported immediately to Management and immediate action is taken to address them.

Co-coordinating with the training team for refreshers and conduct training for new joiners.

Also handle training for call center, Service to sales & for revival of policies.

Monitoring discipline and schedule adherence of all associates and Store Managers

Adherence to procedures and compliance requirements.

Monitoring and following up on tasks or projects and ensuring they are completed on time.

Maintain confidentiality of all sensitive records processed by the Team.

Maintain accurate and updated knowledge of the company’s procedures and systems.

Provide expert assistance to teams on product and assist team with customer complaints wherever necessary.

Handling a team of 21 associates, handling voice (inbound &outbound calls) and non-voice backend operations.

Taken Span Hurdles and also handled Span.

Use fact-finding techniques- communicating with managers and end users to gather business requirements, sampling of existing documentation (reports, forms, files, databases) research of relevant literature, process documents/procedure manuals, observing work processes, using questionnaires and surveys and interviewing users and process owners.

Ensuring emergencies are reported immediately to Management and immediate action is taken to address them.

Improve Customer service experience, take ownership of customer’s issues and follow problems through to resolution.

Training of new associates and multitasking of existing associates.

Monitoring discipline and schedule adherence of all associates.

Driving employees to deliver high quality of work with 100% customer satisfaction in all customer interactions.

Adherence to procedures and compliance requirements.

Monitoring and following up on tasks or projects and ensuring they are completed on time.

Maintain confidentiality of all sensitive records processed by the Team.

Maintain accurate and updated knowledge of the company’s procedures and systems.

Provide expert assistance to teams on product and assist team with customer complaints wherever necessary.

Brief staff daily on changes and issues that affect customers or the team and ensure that staff has access to information

Ensure a positive customer experience.

Helping customers with online reservation's

Delta miles assurance

Handling cancellation's and refunds.

Handle Customer complaints.

Developed and oversaw Customer service policies and procedures to improve customer satisfaction and Sales.

Developed escalation procedures to insure timely response and resolution to customer concerns.

Worked in conjunction with other departments to develop overall incident management strategies.

Streamlined Problem Management process for better efficiency and effectiveness.

Met with clients to review support model to insure effective client service strategies.

Handling customer inquiries, complaints, billing questions and payment extensions/service requests. Calm angry callers repair trust locates resources for problem resolution and design best-option solutions. Interface daily with internal partners in new business, operations, field services and consumer affair divisions.