Subham Rai
Gurgaon
Summary
I Have an accomplished professional with extensive experience in team leadership and Customer Service, having held significant roles such as Sr. Team Leader at Maxicus Technologies and Sales Team Leader at IN Technologies. My key skills include team management, customer satisfaction enhancement, and sales leadership, demonstrated through achievements like consistently meeting service level targets and improving Net Promoter Scores. I have proven track record of fostering proactive problem-solving environments and providing constructive feedback for continuous quality improvement. I focused on opportunities that allow Me to leverage My leadership skills and enhance customer experiences. My recognitions include developing successful recognition programs for top-performing sales agents. My experience with specific tools and methodologies in team management and sales makes me an ideal candidate for roles requiring strong leadership and customer service skills.
Overview
6
6
years of professional experience
Work History
Sr. Team Leader
Maxicus Technologies Pvt. Ltd
2024.07 - Current
- Led efforts to maintain and achieve organizational targets for shrinkage and attrition, ensuring team stability and performance
- Conducted daily team huddles to identify and address challenges promptly, fostering a proactive problem-solving environment
- Provided constructive feedback to BQ advisors, focusing on continuous quality (CQ) improvement and professional development
- Consistently achieved service level (SL) and agreement level (AL) targets as per client agreements, enhancing client satisfaction
- Conducted weekly call listening activities to monitor and improve team performance and service quality
- Identified advisors struggling to meet key performance indicators (KPIs) and provided targeted feedback and support to help them achieve defined targets
- Implemented strategies to improve Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Dissatisfaction (DSAT) metrics, contributing to overall customer experience enhancement
- Maintained a consistent and professional communication style, ensuring clarity and understanding across all team interactions
Sales Team Leader
IN Technologies Pvt. Ltd
2022.12 - 2024.04
- Led a team of 18 to 20 sales professionals, driving sales for US-based telecommunication products such as AT&T, Verizon, Comcast, Frontier, Spectrum, Earthlink, and T-Mobile, consistently achieving team and individual targets
- Conducted thorough verification of sales before order placement, ensuring accuracy and compliance with company standards
- Implemented call listening sessions for team members struggling to meet targets, providing constructive feedback and strategies for improvement
- Managed team shrinkage and attrition, maintaining a stable and motivated workforce
- Developed and presented quarterly recognition programs for top-performing sales agents, including rewards such as surprise gifts and coffee meetings with the CEO
- Utilized action-oriented leadership to foster a collaborative and high-performing team environment
- Maintained clear and consistent communication with team members, avoiding industry jargon to ensure understanding and alignment with goals
- Proofread all sales documentation and presentations to ensure they were error-free and professionally presented
HNI Executive & Team Leader
Teleperformance (TP)
2019.04 - 2022.04
- Led initiatives to maintain and achieve organizational targets for shrinkage and attrition, ensuring team stability and optimal performance
- Conducted daily team huddles to promptly identify and address challenges, fostering a proactive problem-solving environment
- Provided constructive feedback to BQ advisors, focusing on continuous quality improvement and professional development
- Consistently met service level and agreement level targets as per client agreements, significantly enhancing client satisfaction
- Conducted weekly call listening activities to monitor and improve team performance and service quality
- Identified advisors struggling to meet key performance indicators and provided targeted feedback and support to help them achieve defined targets
- Implemented strategies to improve Net Promoter Score, Customer Satisfaction, and Dissatisfaction metrics, contributing to overall customer experience enhancement
- Maintained a consistent and professional communication style, ensuring clarity and understanding across all team interactions
Education
B.A -
School Of Open Learning (DU)
Delhi11.2020
HSC -
Karl Huber School
05.2017
SSC -
Lord Mahavira School
03.2016
Skills
- Sales Strategy Development
- Team Leadership & Coaching
- Performance Metrics & Analytics
- Client Relationship Management
- Negotiation & Closing Techniques
- Strong communication and interpersonal skills
- Strategic Planning
- Time management and multitasking
- Training and development
- 24/7 Support Operations
- Operating Systems: Windows 10 and 11
- MondayCom
- Dot matrix System
- Strong organizational skills
- Commitment to team collaboration
- Continuous personal development
Languages
English
Advanced
C1
Hindi
Proficient
C2
Timeline
Sr. Team Leader
Maxicus Technologies Pvt. Ltd
2024.07 - Current
Sales Team Leader
IN Technologies Pvt. Ltd
2022.12 - 2024.04
HNI Executive & Team Leader
Teleperformance (TP)
2019.04 - 2022.04
B.A -
School Of Open Learning (DU)
HSC -
Karl Huber School
SSC -
Lord Mahavira School