SHILPI SHARMA

• Managing executive education programs for esteemed institutes like XLRI, IIM's, MICA, JWMI, AIU, SSBM, LBS etc
• From course schedule planning till execution of course closure
• Ensured program drop-out ratio below 7%
• Efficiently Managing 1200 students across multiple programs and maintain a feedback of 87%
• Generating 10% referrals annually
• Nurturing productive relationship with clients and potential students by providing exceptional customer experience
• Utilizing acquired convincing techniques like assisting with generating new business and identifying ways to enhance customer profits
• Monitoring customer issues and resolving them effectively

· Managed and improved sales of healthcare products and services in areas of weight loss and beauty

· Monitor sales activities to ensure that customers receive satisfactory service and quality goods

· Inventory stock and reorder when inventory drops to a specified level

· Train staff on handling difficult and complicated sales

· Formulate pricing policies for merchandise, according to profitability requirements

· Estimate consumer demands and determine types and amounts of goods /packages to be sold

· Guided ads and events for health services, fitness, beauty services and products

· Direct and coordinate promotional events and informative programs on obesity, physiotherapy, and beauty for community

· Management of Inbound telephonic ticket sales centre (35 FTE)

· Managed and directed all aspects of incoming call centre operations

· Ensured that call centre is achieving maximum profitability and effectiveness

· Supervised daily operations of the call centre and directly responsible for the morale, welfare of 35 member team

· Ensured highest readiness maintaining staffing requirements, duties included shift patterns and number of staff needed to meet demand

· Increased Ticket sales by 40%

· Designed and implemented new staff incentive scheme

· Compiled monthly reports to senior management and presented plans to ensure annual targets were achieved

· Managed Inbound customer service and upselling process catering to one of the leading credit bureau of USA

· Ensuring high quality delivery, elevating customer satisfaction, while adhering to SLA’s and work processes

· Preparing and maintaining reports for better team performance

· Responsible for Team’s motivation, with focus on controlling absenteeism and attrition.

· Meeting Sales and CSAT targets.

· Organizing and conducting team-building activities like team huddle, team meetings, team outings and parties, team dinners, etc.

· Worked for a inbound customer service process which caters to billing questions of AT&T, USA customers.

· Handled up selling as well as sales for new products.

· Responsible for conducting performance appraisals for self and agents on mid- year and annual basis.

· Hiring potential candidates for the program and monitoring their performance during the culture and process training.

· Helping the training department by conducting sessions for trainees and sending all program updates to the department.

· Responsible for the smooth operations, which requires inter-departmental co-ordination with training, human resources, technology and clients.

· Interacting with clients through Conference Calls (Site level performance calls, financial calls) and internal calibration calls meetings with different support functions to review and resolve operational issues.

· Monitoring quality issue of the team through buddy jacking or remote observation, mentoring all new agents in the team and help them coming up the learning curve.

· Interacting with Client to understand process updates, requirements etc.

· Organizing various performance promoting competitions within the program.

· Ensuring maximum customer and client satisfaction.

• Worked for a inbound customer service process which caters to billing questions of AT&T, USA customers
• Handled up selling as well as sales for new products
• Responsible for conducting performance appraisals for self and agents on mid- year and annual basis
• Hiring potential candidates for the program and monitoring their performance during the culture and process training
• Helping the training department by conducting sessions for trainees and sending all program updates to the department
• Responsible for the smooth operations, which requires inter-departmental co-ordination with training, human resources, technology and clients
• Interacting with clients through Conference Calls (Site level performance calls, financial calls) and internal calibration calls meetings with different support functions to review and resolve operational issues
• Monitoring quality issue of the team through buddy jacking or remote observation, mentoring all new agents in the team and help them coming up the learning curve
• Interacting with Client to understand process updates, requirements etc
• Organizing various performance promoting competitions within the program
• Ensuring maximum customer and client satisfaction.