Open To Work
Rinky Chawla
New Delhi
Summary
Dynamic Senior Manager with extensive experience at Paytm, excelling in strategic operations planning and stakeholder management. Proven track record in driving sales efficiency and enhancing application performance, leading to significant business growth. Adept at team building and process improvement, fostering a culture of engagement and high performance.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Manager - Sales Operations (Strategy & Support)
Paytm
Noida
2023.11 - Current
- Workforce Planning for PAN India Merchant Lending Sales Team, in line with AOP defined by the Management.
- Developed and managed business strategies in collaboration with sales and internal teams to maximize throughput and conversion rates, driving business profitability.
- Allocated targets to zonal and regional heads based on AOP and costs assigned to business units and strategic business units at national level.
- Implemented end-to-end strategy, completed trainings on time, and ensured adherence to SOPs to maximize output for business growth.
- Stakeholder Management & Heading discussion with multiple departments to drive Sales Efficiency.
- Regular Interaction with Regional & Zonal Heads, for smooth functioning.
- Supporting PAN India sales team from Zonal Sales Head to Sales Executive.
- Launched new app for sales FSEs to identify target merchants via MGIS, enhancing visibility of earning capacity and actual earnings for salesforce.
- Collaborated with IT and sales teams to conduct user acceptance tests according to business requirement documents.
- Monitoring the product performance and ensuring support, post product launch.
- Regular Interaction with HR, Tech, Internal Audit, Compliance, Information Security and IT for driving proper User Account Management & ensure adherence basis SOPs.
- Supervised the management of MIS and data for the training team.
- Facilitating & Driving New Product Implementation & Enhancement for Business Growth.
- Proficiency in business requirement documents, agreements and subsequent development processes.
Manager - Sales Strategy & Support
Paytm
Gurugram
2019.10 - 2023.11
- Workforce Planning for PAN India Retail Sales Team, in line with Targets (MOU) & Cost allocated to BU.
- Stakeholder Management & Co-ordination with multiple departments on behalf of PAN India Sales Team & driving Sales Team to accomplish their tasks.
- Ensuring end to end strategy implementation, timely completion of Trainings & adherence of SOPs to generate maximum output for business growth.
- Managed e-KYC process and directed the team to achieve targets during the global pandemic, recognized as an award-winning project for 2020-21.
- Supervising and supporting PAN India sales team of ~350 FTEs.
- Managed cost provisioning for sales team at regional level, ensuring optimal utilization across manpower and infrastructure.
- Workforce Management / Roster for PAN India Sales Team in Pandemic, to ensure business continuity.
- Collaborated with regional and zonal heads to streamline daily operations.
- Regular Interaction with HR, Tech, Ops, Compliance, Information Security and IT for driving proper User Account Management & ensure adherence basis SOPs.
- Collaborated with IT and sales teams to conduct user acceptance tests according to business requirement documents.
- Building and managing business strategies, through working closely with Sales and internal business teams, to achieve the maximized throughput and card conversion rate which drives profitability for the business.
- Monitoring the product performance and ensuring support, post product launch.
- Proficiency in business requirement documents, agreements and subsequent development processes.
- Facilitated employee engagement activities for sales team, including employee townhalls and off-site planning.
Group Manager – Corporate Client Servicing (Key Account Management)
Naukri.com
Noida
2010.01 - 2019.01
- Planned and executed customized sessions via WebEx for PAN India recruitment teams of key accounts like IBM, HP, HCL, and TCS, addressing hiring challenges for niche skills and lateral positions.
- Coached team to acquire jobs by engaging recruiters, HR managers, and CHROs, fostering stronger client relationships.
- Managed multiple verticals to support and guide clients, enhancing their experience and satisfaction.
- Strategized to increase jobs on the site & contributing 70% of live jobs on the site.
- Generating Leads for Sales Team by up-selling other products to existing clients.
- Co-ordination with multiple departments like Tech, Ops and Sales for driving growth with adherence to SOPs.
- Preparing Process related FAQs for the Team, to ensure accurate information is shared with the clients.
- Regular e-Mails to the Stakeholders with the data analytics to speed up the process & Query Resolution.
- Successfully ventured in adoption of New Process, which is Training: Educating the End Users i.e. HR -Recruiters on 'How to use the products already subscribed by their Organization.
- Designing pre-defined e-mail content to be shared with the client, on the basis of conversation between Recruiter & Agent.
- Acquired content for various platforms to enhance user engagement.
- A Division of Info Edge India Ltd.
Customer Service Executive
GE Capital
Gurugram
2008.10 - 2009.06
- Resolved customer escalations promptly to ensure satisfaction.
- Responded to written communications from customers via emails, letters, and faxes to address inquiries and issues.
- Analyzing the nature and cause of queries & complaints, so that pro-active measures could be taken to reduce the inflow of escalations / complaints.
- Compiled data on queries and complaints received daily, weekly, and monthly to identify trends and areas for improvement.
- Creating Standard Templates for the entire correspondence team for saving time & efforts of the team.
- Process Re-defining: Standardization of Protocols followed on the calls and e-mails.
- Maintained records of ongoing offers alongside related customer queries and complaints to ensure up-to-date information.
Customer Care Executive
India Bulls Securities Ltd.
2006.04 - 2006.11
- Responding & resolving to the written communication received from the customers through emails, letters and faxes.
- Investigated nature and cause of complaints to reduce their inflow.
- Reviewed communications to ensure accuracy and effectiveness of resolutions provided to customers.
- Preparing the data of queries and complaints received on a daily, weekly, and monthly basis.
- Streamlined processes by analyzing workflows and identifying inefficiencies.
- Coordinated with HR Manager to complete follow-up from interviews to onboarding of new team members in the customer service team.
Education
Six Sigma Green Belt Certification -
Indian Statistical Institute
Delhi, India2018-01
B.Com (P) -
Delhi University
Delhi, India2003-01
SWIFT -
NIIT
2000-01
WEB Programming and Advanced Web Technologies using JAVA -
SSI
O Level -
DOEACC
Skills
- Strategic Operations Planning
- Customer operations
- Project Implementation
- Workforce planning
- Team Management
- Stakeholder relations
- Relationship Management
- Process Efficiency & Improvement
- Capability training
- People Motivation & Engagement
- Team Building & Leadership
- Feedback implementation
Professional Synopsis
20, Six Sigma – Green Belt, Multi-Task Oriented, Resourceful, Customer Success Manager, Strong Organizer, Motivator, Team Player, Decisive Individual, SBI Card, Naukri.com, India Bulls, GE, Senior Manager - Sales Operations at Paytm (One97 Communications)
Qualifications
B.Com (P), Delhi University, 2003, SWIFT, NIIT, 2000, WEB Programming and Advanced Web Technologies using JAVA, SSI, 2001-2002, O Level, DOEACC, Business Professional Programmer, 2003, Six Sigma Green Belt, Indian Statistical Institute, Delhi, 2018, HTML, DHTML, C, JAVA, ADVANCE JAVA
Languages
- Hindi
- Punjabi
- English
- Hindi
- Punjabi
Hobbies and Interests
- Traveling
- Listening Music
Professional Highlights
- Service-focused strategist with 20 years of notable contribution across different industries.
- Comprehensive experience in Customer Engagement & Experience, Process Excellence, Pre & Post Sales activities.
- Expertise in managing Pilot Processes and implementing strategies to streamline operations.
- Driving Sales Efficiency through regular Training & Monitoring of Key Success Metrics.
- Change catalyst for improving performance & quality by establishing SOPs & Process Guidelines.
- Vision Oriented Leader with capability to craft new processes & policies.
Personal Information
- Father's Name: Sh. Hemant Chawla
- Husband's Name: Mr. Rohit Sethi
- Date of Birth: 08/13/83
Accomplishments
Annual Award 20-21 "E KYC Project at SBI Credit Card Innovation Champion"
Certification
Six Sigma Green Belt Certification
Work Preference
Job Search Status
Open to workWork Type
Full TimeContract WorkPart TimeLocation Preference
RemoteHybridSalary Range
₹2800000/yr - ₹5000000/yrTimeline
Senior Manager - Sales Operations (Strategy & Support)
Paytm
2023.11 - Current
Manager - Sales Strategy & Support
Paytm
2019.10 - 2023.11
Group Manager – Corporate Client Servicing (Key Account Management)
Naukri.com
2010.01 - 2019.01
Customer Service Executive
GE Capital
2008.10 - 2009.06
Customer Care Executive
India Bulls Securities Ltd.
2006.04 - 2006.11
Six Sigma Green Belt Certification -
Indian Statistical Institute
B.Com (P) -
Delhi University
SWIFT -
NIIT
WEB Programming and Advanced Web Technologies using JAVA -
SSI
O Level -
DOEACC