Salesforce
PRATHAM SAXENA
Experienced Mid Level Manager
Agra
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Seasoned Sales & Service Manager bringing 10+ years of experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
1
1
Language
Work History
Service Manager
Think and learn Pvt Ltd
Agra
04.2022 - Current
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and offer & develop available solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided Constructive feedback for improvement.
- Developed customer loyalty programs to increase customer satisfaction.
- Maintained records of service transactions and customer feedback for future reference.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed department processes and procedures to boost customer satisfaction.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Developed detailed plans based on broad guidance and direction.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Managed senior-level personnel working in marketing and sales capacities.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Worked on Software's like Saleforce,Leadsquare,Tableau,oms and Ameyo .
- Conducting Events to generate awareness and leads for the sales team.
- Schedule academic calendar and orientation program's .
Sales Manager
Extramarks Education India Pvt Ltd
Agra
09.2021 - 02.2022
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Collaborated with marketing department personnel to optimize strategic initiatives.
- Tracked trends and suggested enhancements that would both challenge and refine company's product offerings.
- Planned and directed staff training and performance evaluations.
- Discussed sales strategies and promotional plans with VP of Sales on regular basis.
- Established and cultivated solid business relationships with new or existing customers.
- Recruited, interviewed and hired individuals adding value, dedication and knowledge to sales team.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Evaluated performance against goals and implemented appropriate development plans.
- Recruited and hired top-level talent to add value and expertise to sales department.
- Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness.
- Attended sales training camp and brought best practices leadership back to company.
Team Manager
Mahindra Holidays & Resorts (I) Ltd
Agra
06.2019 - 12.2020
- Directing team using interactive and motivational leadership spurring the workforce to willingly give 110% effort and loyalty
- Living the culture and leading by example, Managed complete sales process & customer support for new prospects – from initial contact through to closure by leading tele sales team, marketing and sales executives
- Assigned sales target to the team to increase revenue generation and monitoring performance accordingly
- Oversaw the total business operations, leverage entrepreneurial ability and skills in translating corporate vision, to overcome complex business challenges and deliver high decisions, positioning of value added solutions Developed initiatives to expand customer base and to optimize sales (Primary focus on lead generation and database management) via social media efforts for sales enablement, facilitating opportunity identification and generating pipeline
- Executed tie-ups, Promotional Activities, and events in markets for lead generation and servicing the needs of existing customers through various routes to market for increased business opportunities
- Undertook activities to ensure brand visibility and awareness in existing and new markets for business outcomes
- Evaluated employee performance on Weekly basis and coached and trained 28 team members, increasing quality of work and employee motivation..
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Led employee relations through effective communication, coaching, training, and development.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Recruited and trained high-performing team members, maintaining optimized customer service.
- Implemented training programs to maximise team member development and potential.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Coordinated team collaboration to share ideas and build best practices.
- Delivered regular team meetings for aligned work towards common goals.
- Established and maintained performance, quality and service standards for professional customer care.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established team priorities, maintained schedules and monitored performance.
Branch Manager
Gdigital Media Solutions (I) Pvt. Ltd
Gurugram
06.2016 - 06.2019
- Plan, develop, execute, and monitor all Advertising, Promotional activities in line with the organizational objectives facilitating achieve the branch sales targets.
- Achieved sales targets for Google AdWords, Google 360 View, Facebook ads, Website Making, SEO, WhatsApp Marketing products by executing the distribution strategy at the channel partner level.
- Promoted twice in this span joined as Sales executive, then promoted in 7 months as Area sales manager and in another 6 months promoted as Branch Manager.
- Got International Opportunity by heading project in Kathmandu,Nepal by successful completion of that project.
- Research, development and implementation of marketing strategies and tactics that meet overall objectives, enhance branch reputation and core values, and drive competitor advantage.
- Identified training needs for skill & competency up gradation.Believing in the dictum ‘People Make The Difference’ and internal skill assessment.
- Assessed employee performance and developed improvement plans.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Engaged employees in business processes with positive motivational techniques.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Launched new training program to boost employee skills and staff retention rate.
- Consulted customers to boost product sales and services.
- Generated financial and operational reports to assist management with business strategy.
- Resolved various issues impacting sales management and business operations.
- Implemented service improvements to enhance sales cycle.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
Sales Executive
Sun Pharmaceuticals
Agra
08.2015 - 05.2016
- Arranged appointments with Doctors, Pharmacists and Hospital Medical teams for creating awareness, promoting Products and deliver product samples .
- Worked with sales team to develop strategies and implement brand strategies to ensure a consistent marketing message ..
- Maintained sales records and other MIS reports for inventory control, tracked segment-wise inventory level - Gathered and reported market / competition intelligence to Senior Management.
- Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Attended monthly sales meetings and quarterly sales trainings.
- Contributed to event marketing, sales and brand promotion.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Maintained current knowledge of evolving changes in marketplace.
Professional Service Representative
Fourrts India Lab
Agra
03.2013 - 06.2015
- Promoted Brand to Doctors in the assigned territory Generated Prescriptions in accordance with the overall business strategies .
- Maintained continuous business growth by meeting sales target .
- Implemented various Product promotion strategies.
- Conducted surveys to understand the existing and new product market potential.
- Analyzed market to identify new opportunities and strengthen relationships with hospitals, medical centers and primary provider physicians.
- Arranged appointments with doctors, pharmacists and medical teams to raise awareness of latest product launches.
Education
Master’s - Commerce
St. Johns College
Agra 07.2013 - 08.2015
Skills
After-sales support
Strategic business planning
Customer service management
Staff Management
Employee supervision
Sales processes
Sales operation
Advanced Salesforcecom user
New Business Development
Territory Management
Coaching and mentoring
Product and service sales
Marketing strategy
Relationship building and management
Reporting familiarity
Business development expertise
Staff Training
Software
Leadsquare
Tableau
Ameyo
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Service Manager
Think and learn Pvt Ltd
04.2022 - Current
Sales Manager
Extramarks Education India Pvt Ltd
09.2021 - 02.2022
Team Manager
Mahindra Holidays & Resorts (I) Ltd
06.2019 - 12.2020
Branch Manager
Gdigital Media Solutions (I) Pvt. Ltd
06.2016 - 06.2019
Sales Executive
Sun Pharmaceuticals
08.2015 - 05.2016
Master’s - Commerce
St. Johns College
07.2013 - 08.2015
Professional Service Representative
Fourrts India Lab
03.2013 - 06.2015