RITIKA NAYAK
Gurgaon
Summary
Skilled leader with 23 years of experience in Contact Center operations, specializing in B2C & B2B inside sales, Customer Service, and Collections. Dedicated to improving processes and achieving operational excellence to boost revenue growth and streamline costs. Proficient in visionary leadership, strategic planning, relationship building, and using data to make informed decisions. Experienced in driving teams towards success and ensuring exceptional service delivery in dynamic contact center environments. Adept at leveraging technology to enhance operational efficiency and deliver seamless customer experiences in today's digital contact center landscape.
Overview
23
23
years of professional experience
4
4
Certification
Work History
Deputy General Manager - Sales
Times Pro (Bennett & Coleman Ltd.)
09.2019 - Current
- Oversee and guide both Sales Operations team and sales leadership team of 110, crafting impactful sales strategies to secure market share, drive revenue growth, and attain business goals
- Identified opportunities for expansion, leading to increased market share and company growth.
- Developed and executed annual business plans, resulting in consistent revenue growth.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Championed adoption of new technologies, streamlining workflows and enhancing overall efficiency.
- Analyzed market trends and competitor activities to create competitive advantages.
- Reviewed performance results to target and take corrective measures with authorization and escalation.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
DGM - Sales
TalentEdge (Arrina Education Services)
03.2018 - 09.2019
- Demonstrated robust and dynamic sales leadership by mentoring, developing, and guiding employees to effectively capitalize on value of each call in both B2B and B2C contexts
- Cultivated sales/service culture that led to sustained growth and satisfaction among members.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Took responsibility for Dialer-related scope of work, overseeing both inbound and outbound perspectives, as well as CRM/Salesforce management
- Managed an Inbound (calls, email & chat) and Outbound (telesales) contact center with a team of 70 FTE, including Managers and Team Leads, with a dedicated focus on driving education sales in both B2B and B2C domains.
- Reduced employee turnover rates by creating supportive work environment that encouraged personal growth while recognizing achievements.
- Improved overall center efficiency by streamlining internal communication channels between departments.
Sr. Manager - B2B Sales
SRG Telecom Limited
05.2015 - 03.2018
- Led and directed proficient B2B telecom sales team of 20, successfully surpassing targeted revenue of 50 Cr in Asia Pacific and MEA regions through strategic initiatives and client engagements.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Sr. Manager - Contact Centre
BPTP Limited
11.2010 - 04.2015
- Led creation and execution of performance metrics aligned with organization goals, such as call efficiency, low abandonment rate, high response rates, staffing utilization, acceptable turnover, and Customer experience performance
- Managed customer relation operations and ensured maximum customer satisfaction through quality service and strict adherence to service quality norms.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Improved team performance by providing comprehensive training and fostering collaborative work environment.
Assistant Manager
AEGIS Services Ltd.
01.2006 - 10.2010
- Managed team of 16 working in collection domain for American Express Australia
Team Leader
Colwell & Salmon India - DALMIA Group CO
10.2003 - 01.2006
Team Leader
Axis Telecom Inc.
10.2002 - 09.2003
Process Associate
GE Capital International Services
05.2001 - 10.2002
Education
Bachelor in Hotel Management - Hospitality
Institute of Hotel Management
Jaipur05.2001
Skills
- Workforce Management
- P&L Management
- Performance Management
- Process Automation and Improvement
- Data-Driven analytics
- Policy Development and Enforcement
- Employee Development
- Strategic Planning and Change Management
Accomplishments
· Kick-started a new product portfolio for Executive online Programs in an intrapreneurship start-up in Times Pro. Built a team from scratch and augmented the product portfolio from 0.64 cr to 89 cr topline revenue within 3 years.
· Attained over 150% of revenue target in consecutive years of operations with a team of 80 direct advisors in TimesPro from FY19 to FY23.
· Introduced new technologies and processes to improve overall efficiency of the business in Talentedge leading to an overachievement of revenue by 120% and increase conversion by 1% in FY18.
· Integrated operations, customer service, dialer, and customer/vendor requirement/complaint on a single platform by developing CRM to heighten efficiency and substantially lessen cost in SRG Telecom.
· Developed and Automated process for various touch points for enhanced customer experience in BPTP Limited decreasing the customer response time by 35%.
Professional Development
- Executive program in Strategy and Leadership for senior professional | Indian Institute of Management, Indore
- Diploma in Business Management | NMIMS
Certification
Lean Six Sigma Black Belt & Lean Six Sigma Green Belt Certification | Benchmark Six Sigma
Foundations of Digital Marketing by Coursera
Timeline
Deputy General Manager - Sales
Times Pro (Bennett & Coleman Ltd.)
09.2019 - Current
DGM - Sales
TalentEdge (Arrina Education Services)
03.2018 - 09.2019
Sr. Manager - B2B Sales
SRG Telecom Limited
05.2015 - 03.2018
Sr. Manager - Contact Centre
BPTP Limited
11.2010 - 04.2015
Assistant Manager
AEGIS Services Ltd.
01.2006 - 10.2010
Team Leader
Colwell & Salmon India - DALMIA Group CO
10.2003 - 01.2006
Team Leader
Axis Telecom Inc.
10.2002 - 09.2003
Process Associate
GE Capital International Services
05.2001 - 10.2002
Bachelor in Hotel Management - Hospitality
Institute of Hotel Management
Lean Six Sigma Black Belt & Lean Six Sigma Green Belt Certification | Benchmark Six Sigma
Foundations of Digital Marketing by Coursera
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