Prince Bhatia

Role Overview: Streamlining operational processes to enhance efficiency, reduce costs, and improve the customer experience, leading to higher retention rates.

• Led a team of 10, successfully reducing the monthly refund rate from 25% to 1.48% by July 2024 through strategic process improvements and focused team efforts.
• High-performance culture by providing coaching, mentorship, and professional development opportunities to team members.
• Successfully led a retention team to exceed targets, resulting in a significant reduction in customer churn and improved overall satisfaction rates.
• Successfully managed high-stakes social media escalations by quickly identifying issues, developing response strategies, and addressing concerns with empathy and professionalism.
• Collaborated with customer service, public relations, legal, and other relevant departments to handle complex escalations.
• Delivered training and support to customer service teams for handling social media escalations effectively.

Achievement: Reduced refund rate by 23.52%, leading to a significant increase in customer retention and satisfaction.

Consistently met and exceeded key performance indicators (KPIs).

Role Overview: Managed a dynamic team focused on coding education, training, and sales, overseeing all aspects of program delivery and client interactions.

• Directed and supported the team in delivering coding and math education for K-10 students, including conducting overall assessments and providing instructional guidance.
• Spearheaded lead generation and conversion efforts, achieving a conversion ratio of 20-30%. Managed end-to-end sales processes, ensuring client engagement through consistent follow-ups and relationship management.
• Collaborated with team members to help them achieve their sales targets and improve their performance.

Top Performer: Recognized as a top performer during the cycles of December 2021, January 2022, and February 2022, reflecting exceptional leadership and sales performance.

Role Overview: Played a key role in driving sales and client engagement, providing academic counseling, and guiding students in their educational journey.

• Proactively made calls to generate leads and convert them into enrollments, contributing to the expansion of the student base.
• Managed the end-to-end sales process, from initial contact to final enrollment, ensuring continuous client engagement through regular follow-ups.
• Delivered expert counseling and career guidance to students, helping them make informed decisions about their academic and career paths.

Achievement: Achieved outstanding results during the initial review cycle, demonstrating exceptional skills and effectiveness in the role.

Role Overview: Specialized in home visit demos within the Renewal team, focusing on re-engaging clients who were previously dissatisfied.

• Conducted home visits to reassess and understand the needs of students, offering products designed to address their specific requirements and improve their satisfaction.
• Generated and qualified leads to enhance business opportunities, focusing on clients who had previous reservations or dissatisfaction.
• Played a key role in increasing income and revenue by managing client relationships, negotiating effectively, and securing renewals.

Achievement:

• Performance Excellence: Achieved the Outstanding Employee Award during the first review cycle for exemplary performance and dedication.
• Top Performer: Recognized as a top performer across India for consistently surpassing monthly sales targets, despite the challenges of the renewal process.

Role Overview: Drive supply expansion through strategic partnerships and manage comprehensive business growth initiatives.

• Fostered and maintained strong relationships with corporate clients by providing integrated travel solutions, ensuring efficient and effective service delivery.
• Enhanced profitability through direct sales of property units and strategic cross-selling and up-selling of inventory, maximizing revenue, and improving guest satisfaction.
• Earned three promotions and consistently exceeded annual targets, reflecting outstanding performance and leadership.

Achievements:

• Recognition: Awarded twice by CEO, Mr. Ritesh Agarwal in Quarter 1 for exceptional performance and surpassing monthly sales targets.
• Major Corporate Wins: Successfully acquired high-profile corporate clients such as Baba Elaichi, DS Group, and Hitachi Hi-Rel Ahmadabad, leading to a contest win in the financial year 2017 for generating the highest revenue.

Key Role: Served as the primary point of contact for American clients, managing daily updates, offers, and packages via chat process and Skype calls for Reachout Wireless Communications, a competitor of Orange, Verizon, and AT&T.

Responsibilities:

• Document Verification: Verified and proofread client documents to ensure they met the eligibility criteria for the offered services.
• Customer Service: Managed customer queries through a blended process, delivering exceptional service experiences.
• Sales: Conducted direct phone sales of packages offered by Reachout Wireless, driving customer acquisition and retention.

Achievement:

• Successfully maintained high client satisfaction through consistent communication and efficient handling of customer needs, contributing to overall sales growth.

Role Overview: Generated leads for UPS Backup systems by leveraging raw data and conducting targeted outreach.

• Needs Analysis & Prospecting: Conducted a thorough needs analysis to identify and qualify potential prospects for UPS Backup solutions.
• Data Management: Managed and organized data for new and prospective clients in Salesforce, ensuring accuracy and efficiency.
• Communication & Follow-Up: Logged all communications, maintained accurate information, and ensured timely follow-ups on leads.
• Business Development: Developed new business opportunities through proactive outreach via telephone and email.