SHIVANI KAPOOR

Senior Manager – Quality Assurance & Customer Delight
(Promoted from Assistant Manager via Internal Job Posting)

• Led daily verification and audit of 30+ sales transactions across India and international markets, mentoring a team of 4 executives to ensure accuracy, compliance, and operational efficiency.
• Maintained strong client relationships through personalized customer delight initiatives, including in-person visits and curated gift hampers, boosting client satisfaction and loyalty.
• Consistently resolved over 80% of client grievances annually by providing real-time solutions and coaching team members on effective issue management.
• Collaborated cross-functionally with commercial, sales, marketing, and other departments to gather sales insights and produce weekly team-wise Sales Audit Escalation reports that enhanced visibility and informed decision-making.
• Took ownership of confidential sales verification data management across India, guiding the team to maintain data accuracy and consistency.
• Established and implemented operational standards, policies, and procedures to streamline departmental processes.
• Conducted interactive training sessions on sales verification and call audits, integrating quizzes to improve team learning and performance.
• Regularly facilitated meetings with sales leads and area managers to address reporting challenges and partnered with Learning & Development to enhance training effectiveness and team confidence.
• Set clear performance goals and provided constructive feedback to drive employee development and meet organizational targets.
• Fostered strong client and stakeholder relationships, ensuring long-term partnerships and high retention rates.
• Led cross-functional teams to successfully achieve project milestones and deliver quality outcomes.

• Promoted to Assistant Manager from Senior Sales Executive.
• Consistently generated approximately 20 new sales prospects daily, achieving an average of 4 successful closures per month.
• Led 70% of client meetings independently, conducting both virtual and in-person sessions.
• Prepared and delivered daily sales reports to support team performance tracking.
• Assisted line manager in sales training sessions and mock calls to enhance team skills.
• Consistently exceeded monthly sales targets through strategic prospecting and client engagement.
• Managed multiple tasks efficiently, meeting all deadlines and contributing to overall team success.

• Rapidly advanced from Sales Executive to Senior Executive by consistently exceeding performance targets.
• Generated 10+ qualified sales prospects daily through high-volume outbound calling.
• Supported the sales team by facilitating lead closures in collaboration with the Team Lead.
• Achieved and surpassed Key Result Areas (KRA) and Key Performance Indicators (KPI) by making 250-300 lead calls daily, demonstrating strong prospecting skills and persistence.

• Joined in as Sales Executive.
• Achieved sales targets by actively building and maintaining new client relationships.
• Achieved over 8 sales within 15 days by effectively engaging prospects and closing deals.
• Contributed to increased revenue through effective client engagement and tailored legal consultancy solutions.
• Provided excellent client service, leading to repeat business and positive referrals.
• Applied in-depth knowledge of legal services to confidently address client questions and deliver customized advice.
• Actively participated in all training sessions and prepared detailed reports and summaries for each, supporting continuous learning and team knowledge sharing.