Sachin Katoch

• Managing Banking Outbound call center with a team size of 200 employees and deliver high productivity through controlling, monitoring, analyzing & reviewing system.
• Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
• Presentation to senior management on periodic basis on process performance.
• Vendor Management - Complete Invoicing & reconciliation, Reporting’s, Internal Vendor Reviews, Periodic reviews with Client.
• Rewarded as best team leader & best Manager for over achieving the given metrics.
• Engaged prospects and customers through various events, including trade shows, seminars and workshops.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Performed forecasting to identify necessary changes for supply chain business.

• Allocated Portfolio to manual Tele Sale calling team members on the basis of customer segmentation & Plan daily resolution rate (DRR) for the team.
• Analyzing the delinquency reports and monitoring the trends in collections by referring to concerned areas & profile patterns and feedback.
• Business Analysis, Productivity & Efficiency Improvement, Performance Management & People Management.
• Achieved recognition from senior management for contribution to store success, including managing sales, employees and operations to foster optimal performance.

• Managing a team of 30-40 tech chat consultants along with support staffs.
• Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.

● Managing team of 30-40 members for Inbound voice sales process.

● Ensuring customers get the help over the chat as well as on call for the system related problem.

● Managing Vendor sites. Ensuring delivery of best results by Team Mates.

• Carried out day-day-day duties accurately and efficiently.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Introduction on a new methodology to improve performance of bottom performers, successful implication with results month on month since July’12 with a revenue impact for more than 3 hundred thousand dollars, further replicated to other businesses.
• Created a knowledge base of 50 plus articles to minimize learning curve of agents new to the floor.
• Managing training/communication of the new updates in the businesses.
• Analyzing data to identify the root cause and recommend solutions for business improvement.
• Execution of the Six Sigma projects.

• Joined as sales executive for Inbound sales in windows process.
• Awarded as best seller in iYogi in quarter of (Aug 2011 till Sep 2011).
• Built, trained and managed sales and operational teams to carry out sales initiatives and reach objectives.

• Worked in US voice sales process and the core job was ton sell the cosmetics products of Guthy Renker to customers.
• Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion.