SACHIN TOMAR

• Provide training and support to team members on investment products and market trends.
• Monitor team performance and prepare regular sales reports for senior management.
• Ensure compliance with internal policies and regulatory requirements.
• Work closely with product and marketing teams to develop promotional strategies.
• Maintain in-depth knowledge of market trends and competitor products.
• Assist clients in making informed investment decisions based on their risk profile and financial goals.

• Managing team of 80 plus CSA across 2 locations providing end to end resolution to customer via Calls and Email
• Responsible for employee engagement, performance management process including performance reviews and career pathing.
• KPI Managed - FCR, AHT, Attrition, CSAT, Quality, NPS
• Trained and mentored high-performing team through regular performance reviews, individual feedback and professional coaching.

• Enroll 200 distributors and sales agent across North and South India
• Providing end to end training on travel products offered by TUI India on their OTA platform
• Bridging the gap between Product team and Distributors to ensure smooth functioning

• Handling team of 44 Support executive providing support to customers booking with one of leading OTA in India
• KPI Managed - AHT, Attrition, NPS, Quality
• Offered and promoted leisure services and discounts to complement travel experience.
• Ensured high-level guest service by going above and beyond to achieve client needs and resolve issues.

• Responsible for 2 key accounts Yatra.com and Goibibo.com
• Managing HC of 120 plus across both the accounts
• End to end Inbound Voice Contact Centre Operations management including recruitment, transition, Service Levels, Quality Scores, Customer Service, AHT and upselling
• Streamlined operations to consistently deliver on targets.

• Managing team of 25 associates assisting customers with their Hotel and Flight booking via Cheapoair.com
• KPI Managed - Quality, AHT, Attrition and FCR
• Established monthly goals, communicating priorities to staff and closely tracking progress to achieve success.

• Managed team of 24 Inbound customer service agents
• Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
• Offered constructive feedback to employees in response to quality assurance measures.
• Trained and supervised team to deliver accurate information and ensure customer satisfaction
• Resolved complex customer enquiries, disputes and complaints.

• Handling calls from UK customers for Broadband issues
• Provided customers with follow-up emails and other documentation as needed to promote customer support excellence.