Hi, I’m
Sulakshna Prashar
Sales and Customer success leader
New Delhi
Summary
Sulakshna is a seasoned leader in sales, operations, and customer support with a solid background in AI and Project Management. She holds a PGDBA in HR and Lean Six Sigma certification, bringing over two decades of experience driving 80% growth and exceeding business objectives. Proficient in NPS and CSAT optimization, business development, and strategic operations, she also enjoys training teams. Sulakshna has worked across multiple geographies and has extensive experience in BPO, education, media, and BFSI industries. She has successfully launched products and executed impactful marketing campaigns for brands like AMEX, TCS, and GE. As a core member of startups such as Edology and Gedu, she contributed to growth through talent acquisition and customer success, receiving multiple awards for her efforts. Working in both B2C and B2B environments, she has successfully managed teams of up to 100 employees.
Overview
24
years of professional experience
1
Certification
Work History
NIIT LTD
Deputy General Manager Sales and Operations
05.2024 - Current
Job overview
- Enhanced team productivity by providing ongoing coaching and mentoring to staff members.
- Increased customer satisfaction by addressing concerns promptly and implementing effective solutions.
- Managed multiple projects simultaneously while maintaining focus on meeting key milestones.
- Led employee performance reviews, aligning individual goals with organizational objectives.
- Ensured compliance with relevant regulations by developing robust policies and procedures.
- Manage sales and business development, leading teams in Gurgaon and Bangalore. Collaborate with quality and recruitment to maintain operational efficiency. Establish partnerships with key industry players, optimize sales scripts, conduct competitor analysis, and work with digital marketing to enhance engagements. Provide pre-sales and post-sales support.
Gedu Global Education
Contact Centre Head–Sales and Support
04.2022 - 08.2023
Job overview
- Accomplished Contact Center Manager: I effectively managed Profit and Loss (P&L)
- I implemented both hunting and farming strategies to capture and nurture leads, alongside developing impactful Go-to-Market(GTM) plans
- Regular reporting of sales goals, resolving customer escalations, and informing progress to C-level executives was a routine part of my role
- I was accountable for meeting batch-wise sales targets for different programs of UK, Dubai, and Malta regions
- I successfully established and managed the entire sales unit for GBS Gedu in India, overseeing operations across the UK, Malta, and Dubai markets
- To drive lead generation, I conducted engaging webinars and implemented strategic social media activities
- Achievements:
- Generated a revenue of20 crores in3 quarters
- Reduced response time of customer escalations from38 hours to12 hours
- Collaborated closely with the Technology department to introduce and implement CRM and dialer systems
- Successfully migrated processes in U.A.E after being sent for the task
Global University Systems
Senior Manager Sales
07.2020 - 04.2022
Job overview
- I managed48 employee team, drove enrollments across various programs, and handled the entire recruitment cycle
- I directly reported to the Line manager, Director, and C-level management
- Managed Executive Learning Programs in Data Science, Artificial Intelligence, Degree and non-degree courses of University of Petroleum and Energy Studies and Edology-London School of Business and Finance
- Provided oversight on the sales funnel, feedback analysis, and strategic decisions to optimize marketing channels
- Achievements:
- Achieved80% growth in the first year of joining GUS and was promoted to a senior manager
- Delivered1800 enrollments
Great Learning
Sales Manager
12.2018 - 07.2020
Job overview
- As a Sales Manager at Great Learning, I led a global sales team for the PGP in Data Science-Analytics Program, achieving a notable increase in lead conversion rate and monthly revenue
- Managed Executive Learning Programs in Data Science, Artificial Intelligence
- Successfully doubled the lead conversion percentage from2 to4 percent through consistent team reviews and strategic adjustments
- Achieved the highest monthly revenue, increasing it from80 Lakhs to1.25 crores
- Achievements:
- Received Captain Marvel management award in2019 and2020
- My team had overachieved the targets by20%
HT Media
A.M. SPECIAL PROJECTS SALES
01.2016 - 12.2018
Job overview
- Established a network of consultants and was able to overachieve the sales targets and was awarded for my efforts in Jan2018 and March2018
- Managed consultants, placed students of HT media Bridge school of management in different corporates, establishing contacts and generating leads to sell the programs of Digital marketing, Data science to corporates and individuals through B2B and B2C channels
- Also worked for CRM/SAAS sales for1.5 years
- Achievements:
- Awarded sales awards for JAN2018 and March2018 for overachieving the targets
MSL Learning e-Break
Manager Customer Service
11.2013 - 12.2015
Job overview
- MSL learning is an E-learning platform that provides educational trainings, corporate engagements and has a special focus on developing and deploying Technology Assisted Learning Systems and Products
- During my tenure from October2013 to June2014, I served as a Customer Service Manager overseeing a team of30 executives
- Our responsibilities included managing international and domestic disputes through channels such as chats, calls, emails, and face-to-face interactions
- Following this role, I relocated to my matrimonial home to focus on family planning
- Due to medical advice and medical treatment, I took a break from work during the period of July2014 to December2015
PVR Ltd.
Manager CRM–PAN India
12.2011 - 10.2013
Job overview
- As a Manager CRM–PAN India at PVR Ltd., I implemented service level agreements, handled sensitive issues, worked with the legal team to resolve national level escalations, and introduced Zen desk and dialer systems
- Worked cross-functionally, specifically with the legal team, to address and resolve escalations at a national level
- Handled high-priority or sensitive issues that required escalation to the Managing Director’s office
- Reduced the response rate from48 hours to14 hours
- Introduced Zen desk and dialer system
- Achievements:
- Started the CRM team and built crm systems from scratch
Freelancing
Recruitments
07.2010 - 11.2011
Job overview
- Following a relocation due to family reasons, I proactively engaged in freelancing assignments within recruitment while actively expanding my professional network
Tata Consultancy Services
Unit Manager Skip trace and customer service
05.2009 - 06.2010
Job overview
- As a Unit Manager at TCS, I maintained process documentation, updates, and approval from the clients
- I trained staff for skip trace and collections, monitored operational performance, and carried out daily and weekly conference calls for effective client management
- Handled client management through daily and weekly conference calls to enhance customer experience and maintain performance
- Trained2 batches of65 FTEs for skip trace and collections
- Monitored operational performance, coaching and mentoring staff to develop and deliver against targets
- Achievements:
- Overachieved the targets by10 to15% month on month and was awarded Galaxy of Thanks by CITIBANK U.S
- Head– Constance Gamby in year.2009
APS technovision(Astra Global)
Contractual UK Sales Lead-Vonage
06.2008 - 04.2009
Job overview
- I strategically pursued and successfully did some courses and secured a contractual Sales Lead role for UK sales (November2008 to April2009)
- This experience allowed me to immerse myself in the intricacies of international sales strategies and customer service excellence
- Achieved targets and contributed significantly to the success of the UK sales team at Vonage
- Gained in-depth knowledge of Telecom industry dynamics and operations
- This experience provided valuable insights into international sales, customer service, team leadership, and operational excellence within the Telecom industry
American Express
Master Disputes Analyst Back office
11.2004 - 05.2008
Job overview
- As a Master Disputes Analyst – Customer success Back office at American Express, I managed back-office disputes, implemented operational strategies for customer loyalty and retention, and mentored new hires for the Disputes process
- Mentored the new hires for the Disputes process
- Handled the back-office disputes of American Express U.S
- Card-members
- Achievements:
- The team was able to deliver95% CSAT score for3 consecutive years
- Received multiple awards for CSAT, QUALITY from the directorate in2005,2006,2007 and2008
GE Capital
Process Developer Collections
12.2000 - 10.2004
Job overview
- As a Senior collections executive at GE Capital, I led and trained team members to enhance operational efficiency and streamline processes
- I significantly contributed to the company by exceeding the recovery target
- Led, trained, and monitored team members to enhance operational efficiency and streamline processes
- Achievements:
- Achieved recovery of90% against the target of80% in60 days delinquent cases
- Multiple awards for highest performer in collections
- Also got a management award from Mr
- Avtaar Monga– Head GESBI cards
Education
Advanced Diploma from Sales
12.2020
UDEMY
Certification in Corporate Recruitment
12.2019
Edurspine
Certification in DM
12.2018
SCDL, Pune
PGDBA from HR
05.2004
Delhi University
B.A. Eng(Hons.)
05.2000
MBIT Computraining
Diploma in Computers
05.1998
Skills
- Team Leadership
- Presentations
- Objection Handling
- Sales scripts and call audits
- Negotiation Skills
- Communication
- Operations
- Sales and customer service trainings
Accomplishments
- NIIT-Have been able to streamline the processes of sales and customer service by introducing AI chatbots for sales and customer service teams.
- Gedu Global-Generated a revenue of 20 crores in 3 quarters. Reduced response time of customer escalations from 38 hours to 12 hours. Collaborated closely with the Technology department to introduce and implement CRM and dialer systems. Successfully migrated processes in U.A.E after being sent for the task.
- GUS-Achieved 80% growth in the fi rst year of joining GUS and was promoted to a senior manager. Delivered 1800 enrollments.
- Great Learning-Received Captain Marvel management award in 2019 and 2020. My team had overachieved the targets by 20%.
- HT Media-Awarded sales awards for JAN 2018 and March 2018 for overachieving the targets.
- TCS-Overachieved the targets by 10 to 15% month on month and was awarded Galaxy of Thanks by CITIBANK U.S. Head- Constance Gamby in year. 2009.
- American Express-The team was able to deliver 95% CSAT score for 3 consecutive years. Received multiple awards for CSAT, QUALITY from the directorate in 2005, 2006, 2007 and 2008.
- GE-Achieved recovery of 90% against the target of 80% in 60 days delinquent cases. Multiple awards for highest performer in collections. Also got an award from Head of SBI cards.
Certification
- Project Management (2024) Great Learning Academy
- Lean Six Sigma (2023) CSS
LANGUAGES
English
Hindi
Punjabi
Timeline
Deputy General Manager Sales and Operations
NIIT LTD
05.2024 - Current
Contact Centre Head–Sales and Support
Gedu Global Education
04.2022 - 08.2023
Senior Manager Sales
Global University Systems
07.2020 - 04.2022
Sales Manager
Great Learning
12.2018 - 07.2020
A.M. SPECIAL PROJECTS SALES
HT Media
01.2016 - 12.2018
Manager Customer Service
MSL Learning e-Break
11.2013 - 12.2015
Manager CRM–PAN India
PVR Ltd.
12.2011 - 10.2013
Recruitments
Freelancing
07.2010 - 11.2011
Unit Manager Skip trace and customer service
Tata Consultancy Services
05.2009 - 06.2010
Contractual UK Sales Lead-Vonage
APS technovision(Astra Global)
06.2008 - 04.2009
Master Disputes Analyst Back office
American Express
11.2004 - 05.2008
Process Developer Collections
GE Capital
12.2000 - 10.2004
UDEMY
Certification in Corporate Recruitment
Edurspine
Certification in DM
SCDL, Pune
PGDBA from HR
Delhi University
B.A. Eng(Hons.)
MBIT Computraining
Diploma in Computers
Advanced Diploma from Sales
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