Priyanka P Surve
Mumbai
Summary
Customer-oriented, strategic-thinking sales management professional successful in cultivating partnerships, retaining top accounts and growing profit channels. Multi-tasking and self-motivated leader with expertise in expanding network connections and persuasively introducing products. Well-versed in implementing pricing models, managing vendor relations and expanding territory.
Overview
15
15
years of professional experience
Work History
Deputy Chief Manager - Head Digital Tele Sales
Aditya Birla Capital
Mumbai
05.2024 - Current
- Headcount :
- Advisors 105 | Team leader 9 | Quality Analyst 2 | Trainer 1 | MIS 1
- Recruit, train, coach, and motivate a telesales team, setting clear goals and providing performance feedback.
- Develop and implement effective telesales strategies, including lead generation, conversion tactics, and objection handling.
- Monitor team performance, analyze key metrics (e.g., conversion rates, call quality), and identify areas for improvement.
- Streamline telesales processes, implement best practices, and leverage CRM and other technologies.
- Work closely with marketing, product, and other teams to align sales efforts and achieve business objectives.
- Achieve and exceed sales targets, driving revenue growth through effective telesales initiatives.
- Ensure adherence to company policies, regulations, and industry standards.
- Build and maintain strong relationships with internal stakeholders and external partners.
- Prepared reports on departmental activities for upper management review.
Manager
Axis Asset Management Company
09.2021 - Current
- Call Center Manager ( Outbound 90% - Inbound 10% )
- Team Size - 60 VRMs, 8 supervisors / support staff
- Data Management
- Creating campaigns to retain Investors
- Technology utilisation such as CRM integration
- Process reviews with all supervisors and support staff on regular basis
- Sharing all challenges / achievements of the contact center with the senior management on regular basis
- Develop objectives for the call center's day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources
- Collect and analyze call-center statistics
- Hire, coach and provide training to personnel to maintain high customer service standards
- Monitor and Improve call quality and process performance
- Evaluation of the entire process with the key metrics
- E mail and calls audit - review Quality reports and conduct separate process audits for the same
- Defining call monitoring sheet
- Planning training calendar for new agents and on floor agents
- Operational query's - check if routed to the right team and follow up with the respective team for the closure
- Frequent meetings with Audit
- Planning training and quality sessions
- Proposing new campaign for the business and services for the Investors and Distributors
- Designing Rewards and Recognition programs
- Ensuring adherence to Sales process followed by compliance
Call Center Specialist
Tata Capital Financial Securities Ltd
05.2020 - 02.2021
- Contact Center Head ( Outbound / Inbound )_digital platform
- Key areas handled: Maintaining SLA with budget plans and forecast
- Monthly Review - Sales & Service
- Manage - Outbound / Inbound call center, e-Relationship Managers team, Escalation Desk, Customer Care E mail Id desk, Playstore Reviews
- Assisting in automation - Customer Service related
- Retention Campaigns - Managing current campaigns and planning new activities ( Investors )
- Virtual Relationship Management team ( Investors ) - Manage day to day activity and planning new activity
- Business review with Call center team
- Team size : 1 Team leader, 1 assistant manager, 1 Quality analyst, 1 trainer, 14 Executive/Sr executive's, 8 Virtual relationship Managers
- Writing Scripts and coordinating with compliance for the approval on script
- Planning training and quality sessions
- Proposing new campaign for the business and services for the Investors and Distributors
- Designing Rewards and Recognition programs
- Ensuring adherence to Sales process followed by compliance
Deputy Manager - Contact Center Manager
HDFC Life insurance. Ltd
06.2019 - 03.2020
- Maintaining SLA with budget plans and forecast
- Monthly Review in terms of Sales, Service ( escalation count if any ), Quality scores
- Assisting in automation - Customer Service related
- Business review with Call center team
- Team size : 2 Team leaders, 1 assistant manager, 2 Quality analyst, 1 trainer, 45 / 50 Executive
- Planning training and quality sessions
- Proposing new campaign
- Designing Rewards and Recognition programs
- Ensuring adherence to Sales process followed by compliance
Assistant Manager - Call Center
HDFC Asset Management Co. Ltd
10.2017 - 11.2018
- Maintaining SLA with budget plans and forecast
- Monthly Review in terms of Sales, Service ( escalation count if any ), Quality scores
- Assisting in automation - Customer Service related
- Retention Campaigns - Managing current campaigns and planning new activities ( Investors )
- Virtual Relationship Management team ( Investors ) - Manage day to day activity and planning new activity
- Business review with Call center team
- Team size : 2 Team leaders, 1 assistant manager, 2 Quality analyst, 1 trainer, 65 / 70 Executive/Sr executive's/Virtual relationship Managers
- Writing Scripts and coordinating with compliance for the approval on script
- Planning training and quality sessions
- Proposing new campaign for the business and services for the Investors and Distributors
- Designing Rewards and Recognition programs
- Ensuring adherence to Sales process followed by compliance
Call Center Head - Sr Executive
ICICI Prudential Asset Management Co. Ltd
08.2015 - 10.2017
- Team size : 2 Team leaders, 1 assistant manager, 2 Quality analyst, 1 trainer, 60 Executive/Sr executive's/Virtual relationship Managers
- Maintaining SLA with budget plans and forecast
- Monthly Review in terms of Sales, Service ( escalation count if any ), Quality scores
- Assisting in automation - Customer Service related
- Retention Campaigns - Managing current campaigns and planning new activities ( Investors / Distributors )
- Virtual Relationship Management team ( Investors ) - Manage day to day activity and planning new activity
- Business review with Call center team
- Broker / IFA - multiple campaign's to serve them
- Writing Scripts and coordinating with compliance for the approval on script
- Frequent meetings with Audit
- Planning training and quality sessions
- Proposing new campaign for the business and services for the Investors and Distributors
- Designing Rewards and Recognition programs
- Ensuring adherence to Sales process followed by compliance
Relationship Manager
Interglobe Technology
12.2013 - 07.2015
- Handling Key accounts, Agencies and Corporate accounts
- Maintaining agreements between party's and renewing them on or before the last date of agreement with proper terms and conditions
- Reviewing business with party's on weekly basis so they can meet their terms and conditions of the SLA
- To train relevant staff from clients office on the travel software ( company's product ) whenever the product is launched
- Handling operational and Technical query's
- Business review quarterly to close the billing.
Sr. Travel Consultant - Call Center
Riya Connect
03.2013 - 12.2013
- B2C process
- Key areas handled: Handling Key accounts, Agencies, Corporate accounts and Customer query's
- Handling Technical problems via remote system
- Handling Operational query's such ticket issuance ( travel software / website ), cancellation, Reissue
- Managing E mail activity for the technical and new ticket number query's.
Effort BPO - Team Manager
Cleartrip.com
05.2010 - 02.2012
- Team Size : 50 Agents
- Managed Inbound and Outbound call center for sales
- Managed E mail and back office process with Sales
- Maintaining SLA
- Monthly Review in terms of Sales, Service ( escalation count if any ), Quality scores
- Assisting in automation - Customer Service related ( Air Domestic / International segments )
- Business review with agents and management team
- Writing Scripts and coordinating with compliance for the approval on script
- Frequent meetings with Audit for process smoothening
- Planning training and quality sessions for the team
- Proposing new campaign for the business and services for the Investors and Distributors
- Handled 2 software's i.e Galileo and Amadeus for the operational work
- Handled escalation desk
Education
Six Sigma -
Henry Harvin
05.2025
NISM Certification -
NISM
03.2022
MBA - Marketing Management
Jamnalal Bajaj Institute of Management Studies
03.2022
Diploma in Tours And Travels -
IITC
01.2013
B.Com -
Mumbai University
03.2010
Higher Secondary -
Maharashtra State Board
03.2007
Skills
- Planning and Prioritization
- Performance Tracking and Evaluation
- Customer Relationship Management
- Process Improvement (implementation of Digital tools and technology)
- Strategic Planning
- Training and development
- Project management
Languages
English
Proficient
C2
Hindi
Beginner
A1
Marathi
Beginner
A1
Languages
- English
- Hindi
- Marathi
Timeline
Deputy Chief Manager - Head Digital Tele Sales
Aditya Birla Capital
05.2024 - Current
Manager
Axis Asset Management Company
09.2021 - Current
Call Center Specialist
Tata Capital Financial Securities Ltd
05.2020 - 02.2021
Deputy Manager - Contact Center Manager
HDFC Life insurance. Ltd
06.2019 - 03.2020
Assistant Manager - Call Center
HDFC Asset Management Co. Ltd
10.2017 - 11.2018
Call Center Head - Sr Executive
ICICI Prudential Asset Management Co. Ltd
08.2015 - 10.2017
Relationship Manager
Interglobe Technology
12.2013 - 07.2015
Sr. Travel Consultant - Call Center
Riya Connect
03.2013 - 12.2013
Effort BPO - Team Manager
Cleartrip.com
05.2010 - 02.2012
Six Sigma -
Henry Harvin
NISM Certification -
NISM
MBA - Marketing Management
Jamnalal Bajaj Institute of Management Studies
Diploma in Tours And Travels -
IITC
B.Com -
Mumbai University
Higher Secondary -
Maharashtra State Board