Ratnesh Kumar Singh

Develop business goals and sales strategies.

Monitor financial performance and profitability.

Sales Monthly and Annual sales targets.

Supervise the sales team and monitor sales targets.

Ensure excellent customer service throughout the sales process.

Maintain adequate stock of vehical and spare parts.

Coordinate with distributers for timely deliveries.

Manage vehicle storage and display.

Built long term relationships with the customers.

Handle customer complaints and resolve it within the given time frame.

Encourage repeat business and referrals.

Recruit ,train and motivate employees.

Assign responsibilities and evaluate staff performance.

Ensure a positive and productive work environment.

Plan advertising campaigns and promotional events.

Build the showroom brand reputation.

Manage cash flow and accounting records.

Oversee financing options and loan coordination.

Ensure timely payments of distributer and salaries of the employees.

Ensure compliance with government regulations and dealership.

Maintain required license ,insurance and documentation.

Ensure quality after-sales service and warranty support.

Coordinate with the service department for customer satisfaction.

Monitor customer feedback to improve service and quality.

Stay updated on new vehicle models and industry trends.

Oversaw inventory management for Auto and spares and supply chain logistics.

Coordinated team schedules and ensured adequate staffing levels.

Work to train people and increase Sales with Quality systems.

Managing audits from a risk compliance & control standpoint.

Possessing exposure to defect analysis, continuous improvement, Root cause analysis, Calibration and Corrective / Preventive action plans.

Conducting various analyses and RCA on a weekly/monthly/quarterly basis and implement corrective plans to increase sales.

Knowledge of QC Tools.

Detailed key responsibilities in Sales and quality assurance management.

Managing the call center partners (Partial Call center Outsourced).

Managing verticals from Sales & quality end–Retail,Spares and Accessories all online business.

Managing a team of 5 to 6 QAs & TLs in House and 3-4 QAs & TLs External partners (Team of more than 200+ Customer sales/service Agents).

Support to meet Business targets and implementing sales tricks for call center.

Participates in design of call monitoring formats and quality standards.

To conduct Sales session for skill enhancement of agents and business growth.

Identifying Tech gaps by performing ACPT to improve the process.

Analyzed C-SAT and D-SAT feedback to identify areas for improvement.

To identify gaps and conduct feedback and refresher sessions with agents to improve Quality of calls.

Initiate ZTP based on Company policy.

Created and published regular audit reports for management, ensuring timely updates on quality metrics.

Define CTQs and implement Quality Control Plan.

Conducted audits following defined guidelines and sampling for transaction monitoring.

To raise PIP and conduct session for improvement of the focus group.

To ensure 100% closure of the feedback's.

Implementing Sales related inputs on the call for the business growth.

To conduct communication session for better customer experience.

To conduct quality induction for newly hired batches.

To create reports and track progress on it.

Conducting Dip check to gauge the product knowledge of team.

Facilitated calibration sessions with internal and external teams to align quality standards and expectations.

Provide corrective/improvement solutions to the TLs & QA's on a periodic basis to help them improve their accuracy in scores and increase Sales .

Working in close tandem with Ops leaders. on the process for an excellent team and process performance.

Prepare TNI/TNAs on the basis of audits & coordinate with the training team to ensure the TNA/TNI is executed.

One-on-one feedback to the QAs on the basis of their performance.

Conducting RNR for the QA’s.

Conducting ATA for the QA’s to guage their accuracy.

Conducted compliance audits to find the Sales gaps and fix it by conducting training and feedbacks.

Conduct ACPT and Collaborated for process development.

Audits calls and close 100% feedbacks.

Call calibration with training and Operations team.

Finding the issue and creating RCA to increase sales.

Implementation of new ideas for sales improvement.

Creating and publishing weekly and monthly reports for the team.

Defined roles and responsibilities for team members during project execution.

Analyzing Quality & training needs and implementing accordingly on calls by giving feedback.

Provide the team with a vision of the project objectives.

Arranging call calibration sessions between training,quality and operations.

Conducting PKT, Dip check and call listening/Chat reading sessions on a regular basis.

Auditing calls,live calls and role play sessions.

Lead by setting a good example(role model)–behavior consistent with words.

Coach and help team members:To develop helping & resolution functional Practice/behavior.

Establishing standards of quality of call for customers or clients.

Keep a check on customers’ feedback and efficiently handle customer’s concerns to meet their expectations.

Monitored quality standards to align with client goals.

Training and Handling OJT batches, conducting certification and refreshers training for existing Agents.

Dedicated to handling customer queries within specific time frames.

To handle Pre-sales or post-sales queries and arrange topmost satisfactory resolutions for the customers.

Keep a check on customers’ feedback and efficiently handle customer concerns to meet their expectations.

Taking care of after-sale service functions in close co-operation with the customer and with the company’s management team.

Establishing standards of service for customers or clients.

Managing/tracking internal and external platforms with customer connect.

Maintaining online reputation of Brand.

Outlined key job functions and expectations.

Ensured quality standards met client goals.