Summary
Overview
Work History
Education
Skills
Accomplishments
References
Projects
Certification
Languages
Timeline
Generic
SAGAI NATHAN PHILIP

SAGAI NATHAN PHILIP

New Delhi

Summary

Results-oriented professional with extensive experience in operations management, leadership, along with business & sales acumen. Skilled in strategic planning and coaching development, consistently achieving performance targets while enhancing team collaboration and efficiency.

Overview

21
21
years of professional experience
1
1
Certification

Work History

ASSOCIATE DIRECTOR

BSRPG (Buy Sell Rent Property Group)
06.2025 - 08.2025
  • International Sales & Market Expansion: Successfully drove Dubai property sales by engaging international investors across Australia, Singapore, Malaysia, and other global markets. Individual presence in Melbourne and Sydney.
  • Developer Relationship & Strategic Partnership: Maintain and grow relationships with top-tier developers (DAMAC, AZIZI, SOBHA, ELLINGTON, etc.). Facilitate and lead developer training sessions to align internal teams with product knowledge and sales strategy.
  • Marketing Strategy & Brand Positioning: Oversee digital and social media marketing in collaboration with global vendors (Canada, Pakistan). Develop creative content and campaign assets for roadshows, listings, and brand awareness.
  • Sales Performance & Revenue Generation: Achieved two successful property closures worth AED 2.3M for Danube Timez and Azizi Venice during my debut roadshow in Australia, along with a healthy pipeline in store.
  • Financial Oversight & P&L Management: Collaborate with executive leadership (CEO) to manage organizational P&L, budgeting, and cost optimization.
  • CRM & Data Intelligence: Utilize CRM tools like Box & Dice and META Suite to manage leads, automate workflows, and analyze client behavior, along with UAT testing of a calling bot.
  • Mentorship and Closure: Leveraged Dubai real estate expertise to support fellow agents in closing deals, while providing mentorship and guidance for their professional growth.

OPERATIONS HEAD

BRITISH TELECOM
06.2019 - 05.2025
  • Operational Efficiency: Spearheaded initiatives to optimize operational processes, resulting in improved efficiency and reduced costs
  • Team Leadership and Development: Successfully led and motivated cross-functional teams, fostering a culture of collaboration and accountability, while providing coaching and mentoring to enhance team performance
  • Performance Management: Implemented performance metrics and KPIs to monitor team performance, consistently exceeding targets and driving continuous improvement
  • Client Relationship Management: Built and maintained strong relationships with clients, ensuring high levels of satisfaction and retention through effective communication and proactive problem-solving
  • Process Improvement: Identified inefficiencies in existing processes and implemented strategic solutions to streamline operations, resulting in increased productivity and enhanced quality
  • Budget Management: Effectively managed budgets and resource allocation, optimizing spending to achieve cost savings without compromising on quality or service delivery
  • Risk Mitigation: Proactively identified and addressed operational risks, implementing robust contingency plans to minimize disruptions and ensure business continuity
  • Vendor and Supplier Management: Established and nurtured relationships with vendors and suppliers, negotiating favorable contracts and ensuring timely delivery of goods and services to meet operational needs
  • Regulatory Compliance: Ensured compliance with relevant regulations and standards, maintaining up-to-date knowledge of industry best practices and legal requirements to mitigate compliance risks
  • Strategic Planning and Execution: Contributed to the development and execution of strategic initiatives, aligning operational activities with organizational goals to drive sustainable growth and profitability
  • Project Management: Successfully managed complex projects from inception to completion, ensuring deliverables were met on time and within budget while effectively coordinating cross-functional teams and stakeholders
  • Continuous Improvement: Promoted a culture of continuous improvement within the organization, encouraging innovation and implementing best practices to enhance operational efficiency and drive competitive advantage

TEAM MANAGER

BRITISH TELECOM
03.2015 - 06.2019
  • KPI & SLA Management: Oversaw process performance, prioritizing tasks based on complexity to ensure operational efficiency
  • Stakeholder Coordination: Conducted regular calls (daily, weekly, monthly) to review updates, performance metrics, and business reviews (MBRs)
  • Team Communication & Alignment: Led daily pre- and post-huddles to relay critical quality and operational updates
  • Coaching & Development: Mentored advisors, fostering skill enhancement and performance growth
  • Performance Reporting: Compiled and shared weekly reports to keep teams informed of individual and collective progress
  • Quality Calibration: Facilitated regular calibration sessions with onshore teams, suppliers, and internal stakeholders to maintain consistency
  • Employee Engagement & Support: Conducted monthly one-on-one (121) sessions to address challenges and enhance employee satisfaction
  • Performance Evaluation: Managed inflight projects and Annual Performance Reviews (APRs) for associates and SMEs

TEAM MANAGER

CONVERGYS
03.2013 - 02.2015
  • Call Volume & SLA Management: Optimized call flow while ensuring compliance with SLAs across sales, C-SAT, AHT, transfer rates, repeat rates, AUX usage, and manned hours
  • Sales Enhancement: Led rapid-fire and on-the-fly sales sessions to boost conversion rates and agent efficiency
  • Coaching & Performance Improvement: Delivered targeted coaching using DFM and CLC techniques to enhance C-SAT, repeat rate, and sales performance
  • Real-Time Monitoring & Quality Control: Utilized Verint and service observer tools for live tracking of offer rates, FCR, and repeat calls to maintain operational excellence
  • Process Validation & Accuracy: Reviewed and validated transfers, sales transactions, and adjustments to ensure compliance and accuracy
  • Escalation Management: Handled second-level escalations related to billing, technical issues, and sales, resolving customer concerns effectively
  • Billing Chat Operations: Managed billing chat flow, ensuring SLA compliance on productivity, AHT, login hours, away time, C-SAT, and sales targets
  • Stakeholder Engagement: Conducted daily stakeholder calls, aligning business goals with operational metrics, including volumes, AHT, sales, NPS, and C-SAT

OPERATIONS MANAGER

AFFINITY BUSINESS SOLUTIONS
01.2012 - 01.2013
  • Process Leadership: Led blended chat and email operations for iFlorist U.K., ensuring seamless customer service and efficient workflow
  • Team Management & Training: Supervised and trained two team leaders, managing a team of 20 chat advisors and 20 email advisors
  • SLA & Delivery Optimization: Ensured SLA compliance for florist onboarding and timely global delivery of flowers and gifts
  • Vendor Coordination & Sales Growth: Facilitated florist partnerships by assisting with deliveries and upselling services to onboard new vendors
  • Customer Service & Issue Resolution: Managed customer grievances via chat and email, enhancing satisfaction through proactive support, gift cards, and coupons
  • MIS Reporting & Financial Analysis: Maintained comprehensive reports on florist onboarding, delivery success rates, failed deliveries, and promotional incentives, aligning with P&L metrics
  • Escalation Management: Provided Tier 3 customer support, resolving high-priority issues to maintain service excellence

SALES COACH

DELL INTERNATIONAL SERVICES
01.2011 - 01.2012
  • Sales training & Development: Conducted regular training sessions for 270 agents, enhancing sales techniques and product knowledge
  • New Hire Training (NHT): Led onboarding programs, equipping new hires with product expertise and sales tools
  • Sales Growth Initiatives: Designed incentive programs and engagement activities to boost sales performance
  • Performance & Financial Reporting: Compiled summarized two-hourly reports to track profits, margins, and process deficits
  • End-of-Day (EOD) Reporting: Generated daily reports analyzing margin, AHT, and call volume for operational insights
  • Global Collaboration: Engaged in regular conference calls with Bangalore and U.S. teams to strategize process improvements
  • Focus Group Development: Managed BQ focus groups to enhance product knowledge and strengthen sales proficiency

ADVANCE RESOLUTION EXPERT

DELL INTERNATIONAL SERVICES
12.2006 - 01.2011
  • Technical Support: Handled inbound hardware and software support calls for desktops, laptops, printers, and palm tops, ensuring timely issue resolution
  • Sales & Upselling: Promoted Annual Maintenance Contracts (AMC), hardware upgrades, and new device sales to enhance customer experience and retention

SR CRE

INFOVISION PVT LTD
07.2004 - 03.2006
  • Customer Retention & Upselling: Successfully retained existing customers by upselling new phone plans for UK telecom giant Onetel
  • Sales Quality Assurance: Maintained 95% sales quality with zero fallouts, ensuring high customer satisfaction and compliance

Education

MBA - CRM & Operations

National Institute of Management
Mumbai
06.2008

Skills

  • Operational efficiency
  • Process improvement
  • Strategic planning
  • Project management
  • Stakeholder management
  • Performance management
  • Reporting
  • Coaching development
  • Operations management
  • Professional networking
  • International sales
  • Market expansion
  • P&L management
  • Brand positioning
  • CRM analytics
  • Client relationship management
  • Public speaking
  • Event planning
  • Relationship building
  • Recruiting and interviewing

Accomplishments

  • Ops Manager of the Year 2024-2025, British Telecom
  • Ops Manager of the Year 2020-2021, British Telecom
  • Best TM Award in 2013, 2015, 2016, and 2018 - British Telecom
  • HR Support Award in 2014, 2017 - Convergys and British Telecom
  • Best sales coach in 2011, Dell International Services

References

On asked upon

Projects

Operational efficiency and cost optimization project: successfully led the delivery of 100+ FTEs over 5 years, FY 20-25, driving OPEX through strategic process improvements. Achieved a significant reduction in AHT while maintaining a 95% quality benchmark, ensuring service excellence These optimizations resulted in £1 million in direct savings, reinforcing sustainable cost management and enhancing overall business performance. Moreover, these FTEs were never reduced, but repurposed in picking up new and complex work from onshore or suppliers

Process Optimization & Cost Savings Initiative- Successfully redesigned the SOP for reimbursement protocols, addressing cases with unclear or missing account notations. This strategic enhancement led to a streamlined approach in managing reimbursements to CPs, minimizing inefficiencies and reducing unnecessary payouts. The optimization resulted in an annual cost saving of £3 million, reinforcing fiscal responsibility and operational excellence within the organization

Record Mobility - Strategic Process Automation Initiative, Leading an ongoing strategic project, Record Mobility FY24-26, designed to automate the entire inventory recording process across the UK mainland. This initiative eliminates manual intervention, ensuring zero human effort while enhancing accuracy and operational efficiency. By leveraging automation on the ground by engineers, the project is set to deliver £2 million in recurring annual savings, optimizing resource allocation and reinforcing business sustainability

Allocation Automation- Single Interface Program & Tactical Macros, Successfully led the automation of work allocations previously requiring 2-3 FTEs per day for each LOB, streamlining operations through the Single Interface program & Tactical Macros. This initiative has eliminated manual intervention, enhancing efficiency and accuracy while significantly reducing labor costs. The automation now delivers annual savings of £160K-£180K, optimizing resource utilization and reinforcing cost-effective business operations.

Certification

  • Certified Price2Agile Practitioner - Quint
  • Certified LEAP Champion - BT
  • Certified Pioneer - BT
  • Certified Six Sigma Lean GB - Benchmark
  • Certified pro coach, Beth Meyers, UK

Languages

Hindi
First Language
English
Proficient (C2)
C2
Tamil
Beginner (A1)
A1

Timeline

ASSOCIATE DIRECTOR

BSRPG (Buy Sell Rent Property Group)
06.2025 - 08.2025

OPERATIONS HEAD

BRITISH TELECOM
06.2019 - 05.2025

TEAM MANAGER

BRITISH TELECOM
03.2015 - 06.2019

TEAM MANAGER

CONVERGYS
03.2013 - 02.2015

OPERATIONS MANAGER

AFFINITY BUSINESS SOLUTIONS
01.2012 - 01.2013

SALES COACH

DELL INTERNATIONAL SERVICES
01.2011 - 01.2012

ADVANCE RESOLUTION EXPERT

DELL INTERNATIONAL SERVICES
12.2006 - 01.2011

SR CRE

INFOVISION PVT LTD
07.2004 - 03.2006

MBA - CRM & Operations

National Institute of Management

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SAGAI NATHAN PHILIP