Sonal Nisha Tirkey

Strategic Planning and Goal Setting Sales and Business Development Operational Oversight Team Management Financial Oversight Client Relationship Management Market Analysis and Strategy Reporting and Communication

• Develop and implement strategies to achieve regional sales targets.
• Ensure alignment with the company’s overall goals and objectives.
• Analyze market trends to identify opportunities for growth.
• Monitor sales performance and guide teams to meet or exceed targets.
• Identify and establish partnerships or collaborations to drive business.
• Attend meetings with key clients and stakeholders to build strong relationships.
• Ensure smooth day-to-day operations across all locations in the region.
• Coordinate with property managers and other staff to maintain high service standards.
• Oversee compliance with legal and company policies in all dealings.
• Recruit, train, and mentor branch managers and sales teams.
• Conduct regular reviews to assess team performance.
• Foster a culture of collaboration and high productivity.
• Prepare and manage budgets for the region.
• Monitor expenses and implement cost-control measures.
• Analyze financial reports to make data-driven decisions.
• Ensure excellent client service and satisfaction across all offices.
• Handle escalated client concerns and resolve disputes effectively.
• Gather client feedback to improve services.
• Research and analyze regional real estate markets to adapt strategies.
• Stay informed about local regulations, trends, and competitor activities.
• Recommend pricing strategies and marketing initiatives based on market conditions.
• Report performance metrics and updates to senior management.
• Act as a liaison between corporate headquarters and regional branches.
• Ensure timely communication of company policies and updates to the team

• Team strength of 20
• Ensuring to keep up the work and discipline adherence.
• Ensuring to maintain the below input pointers are maintained on daily basis:

Ensuring Team is dialing 100+ calls.

Monitoring the connectivity and AHT to ensure that there is no compromise in the input.

Auditing calls and sharing feedback accordingly.

Training about the new project or the existing project.

Creating Training Modules to ensure team is not lacking in-terms of product knowledge

Hiring as per the company's requirement

Ensuring to maintain shrinkage and attrition of the team.

Sharing daily productivity Report.

Sharing my feedback to the digital team in-terms of the advertisement posted in several social platform so that potential leads are getting generated from the same.

• Ensuring to maintain the below output pointers are maintained on daily basis:

Team scheduling maximum number of visit on daily basis

Ensuring to monitor Visit per closure Ration

Attending the client on the site and helping the team in closing the deal

Ensuing the team target is met on monthly basis without fail.

• Meeting my individual target by dialing 100+ calls on daily basis.
• Taking escalation calls and to ensure right service is provided to the customer.
• Building strong rapport with the client.
• Driving the team aggressively in terms of meeting the target.
• Building good relationship with the developers to ensure smooth closure journey.

• Ensured employees continued to work smoothly, efficiently and effectively by closely regulating operations, making changes where necessary.
• Closely monitored and supervised operations team, ensuring operational excellence and outstanding customer service.
• Managed hiring process by reviewing CVs, shortlisting, hiring and onboarding.
• Held daily meetings with staff before starting operations to delegate tasks and assign priorities.
• Improved employee efficiency within operations by training them on inefficiencies and flaws detected within operations.
• Planned and scheduled weekly projects to ensure projects were completed on time.
• Reducing attrition & shrinkage
• Handling an entire process with 50+ employees, including 7 unit heads and process adherence team.
  
  
• Managed timesheet collections and reviews, ensuring all worked hours were accurate before submitting to accountants.
• Proactively educated operations team on company policies and high-quality service standards.
• Proactively assisted operations manager with all tasks as needed efficiently and to high-quality standards.
• Held weekly meetings to communicate tasks, delicate priorities to staff and agree on goals.
• Managed all operation issues, malfunctions and faults, using excellent problem-solving abilities to resolve matters promptly.
• Helped new employees settle into working environments by onboarding and training on best practices and processes.
• Generated weekly reports to communicate targets and ensure activities were on track to meeting goals.
• Assisted Operations Manager with all tasks, errands and priorities as requested within deadlines.
• Designed and held training sessions for staff based on operation updates and improvements required in the workforce.
• Developed work rules, guidelines, policies and processes for company employees based on complaints and inefficiencies detected.
• Closely oversaw operations, ensuring all employees followed correct guidelines, policies and processes.
• Meeting Monthly Target without fail both input and output both.

• Conducted staff meetings before shifts to delegate tasks and communicate priorities.
• Conducted regular staff assessments to determine underachieving employees requiring further training or assistance.
• Maintained excellent employee satisfaction by creating positive, friendly and supportive working environments.
• Ensured teams stayed on track to achieving or exceeding KPIs by analysing reports and monitoring operations.
• Motivated teams to meet performance targets by awarding achievements and celebrating milestones.
• Ensured staff stayed in-line with safety regulations, store procedures and other guidelines by continuously monitoring operations.
• Addressed and resolved employee matters during shift management, including work schedules, complaints, queries and conflicts.
• Helped managers select talented candidates based on interview success, qualifications and experience.
• Led new staff onboarding and training, enhancing product knowledge and setting best practices.
• Contributed to development and implementation of improved policies, regulations and procedures.
• Maintained top-notch quality control standards and eliminated downtime to maximise revenue.
• Revamped positions and workflow based on individual abilities and production targets.
• Tracked employee productivity, performance and task completion.
• Worked effectively as part of wider team and with minimal supervision, consistently exceeding targets.

• A customer oriented and excellent communicator possesses 1+ experiences as a
  Escalation Customer Support Executive.
  • Prioritize and stimulate escalation with continuing product development to ensure
  visibility, traction and ultimate closure.
  • Ensure customer is heard through the escalation process.
  • Focus on problem and avoidance in escalation process.
  • Establish correct expectations, enforce relief and resolve through effective
  communication.
  • Address negative customer feedback immediately.
  • Expertise in taking follow up on a daily basis.
  • Expertise in working with a team
  • Attending escalation calls apart from taking normal calls.
  • Conveying the client requirements to the team with regards to the process.
  • Developed rapport with the customer base by handling difficulty issue with
  professionalism.
  • Adhering to the schedule as prescribed by the TL.
  • Providing the feedback to the process manager at the end of the day.