Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Suman Parvez

Sales

Summary

Seasoned Sales Professional with 13 Years of experience In Telecom, Education, Insurance and Project Management. Graduated from Guwahati University and Obtained MBA in E-commerce and Human Resource from prestigious National Institute of Business Management. Worked with Telecom conglomerates Airtel and Vodafone, Indian multinational hospitality chain OYO, Edtech Giant “Akash Institute” E-commerce Giant Flipkart , Working with Insurance unicorn PolicyBazaar. Currently working with SOTS on third party Payroll PolicyBazaar.

Overview

13
13
years of professional experience
5
5
years of post-secondary education

Work History

Operations Manager

SOTS
08.2022 - Current
  • Prepared annual budgets with controls to prevent overages.
  • Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Reviewed operations reports to understand numbers and trends.
  • Spearheaded department training to enhance employee performance and boost employee productivity.
  • Introduced new methods, practices and systems to reduce turnaround time.
  • Led improvement initiatives to advance operational efficiencies and increase revenue.
  • Increased profit by streamlining operations.
  • Formulated processes to reduce downtime and financial loss.
  • Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
  • Developed systems to track and log work issues.
  • Advanced productivity KPIs to achieve key business goals and objectives.
  • Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.
  • Identified procedure or process changes required to improve performance and productivity.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.

Sales Team Manager

PolicyBazaar.com
04.2021 - 08.2022
  • Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
  • Recruited, interviewed and hired individuals adding value, dedication and knowledge to sales team.
  • Meeting Sales Target on a daily basis to ensure for week end target.
  • Weekly reviews with clients Processing Sales Report analysis
  • Attrition Control and counseling, mitigating complex types of insurance approval.
  • Evaluated performance against goals and implemented appropriate development plans.
  • Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness.
  • Closed lucrative sales deals using strong negotiation and persuasion skills.
  • Maintained marketplace visibility marketplace by participating in industry-related and community activities.
  • Met with clients, delivering presentations and educating on product and service features and offerings.
  • Attended industry shows, conventions and other meetings with primary mission of expanding market opportunities.
  • Resolved customer issues quickly to close deals and boost client satisfaction.
  • Recruited and hired top-level talent to add value and expertise to sales department.
  • Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.

Team Leader

Startek/ Flipkart
06.2021 - 03.2022
  • Built strong relationships with customers through positive attitude and attentive response.
  • Real time support to team, ID Management of team, Real Time Management of production Floor and Report Publishing.
  • Weekly review with Assistant Manager and Bi weekly review with Operations Manager.
  • Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
  • Assisted with new hire processing and existing training programs.
  • Implemented new working processes to deliver multiple improvements.
  • Cross-trained and provided backup support for organizational leadership.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Participated in cross-functional team-building activities.

Assistant Manager

Jetika Solutions Private Limited
05.2017 - 05.2021
  • Meeting Sales Target on a daily basis to ensure for week end target.
  • Weekly reviews with clients Processing Sales Report analysis.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Increased employee performance and job satisfaction to strengthen retention and engagement.
  • Reduced supply expenses, cut production costs and lowered financial expenditures to increase bottom line.
  • Developed strategy to increase sales and drive profits.
  • Reviewed sales and gross profit report to assess company efficiency.
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Compiled financial data to comply with budget.
  • Reduced financial discrepancies to minimize threats to health and productivity of business.
  • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
  • Created employee schedules to align coverage with forecasted demands.
  • Recognized staff for contributions to company success to foster engagement and increase productivity.

Team Leader

Hinduja Global Solutions/Airtel
05.2013 - 05.2017
  • Handling Knowledge Management Team, ID Management team, Nesting SPOC from Operations & Attrition check & Real Time Management of production Floor.
  • Meeting SL’s on a daily basis to ensure for month end target.
  • Monthly review with client.
  • Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
  • Assisted with new hire processing and existing training programs.
  • Participated in cross-functional team-building activities.

CSA

Firstsource Solutions Private Limited/Vodafone
05.2011 - 05.2013
  • Achieved Best CSR for best performance 8 times, managed day-to-day operations by achieving AHT, Quality and ICE & Repeat etc
  • And looked after “Gurukool” as Nester for 5 months.
  • Provided amazing customer service by greeting customers, attending to orders and addressing specific requests.
  • Connected with customers by listening to concerns and answering questions.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
  • Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Cross-trained and backed up other customer service managers.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Created and maintained detailed database to develop promotional sales.
  • Educated customers about billing, payment processing and support policies and procedures.

Education

Bachelor of Arts - Economics, History,Political Science

Guwahati University
04.2011 - 04.2014

MBA - Ecommerce & Human Resource

National Institute of Business Management
04.2014 - 04.2016

Skills

Work flow planning

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Accomplishments

· Received “Attrition Warrior Award” for not having attrition for consecutive 6 months & topped the chart in PAN India across all partners Jun’13 to Dec’13.

· Worked on Wrong SR Project Named “My SR My Responsibility” Project for Airtel PAN India across all partners.

· Topped the chart for Airtel Postpaid Sales for consecutive 5 months from Nov’14- Mar’15.

· Awarded Best Team Leader for 14 times and consecutive 9 months from Apr’15- Nov’16.

· Topped the chart in PAN India across all channel partners as Pioneer of Sales (Best Sales Team in India) consecutive 4 months for “Akash Institute” form Jun’17 to Dec’17 & win a Trip with team to Goa for 7 days.

· Rewarded Best Assistant Manager of the Year Jan’18- Dec’18 and win 7 days trip to Vietnam.

· Awarded Top Revenue Generator of “Paysure USA” for Jan’19- Dec’19 and win a 15 days trip to Maasai Mara National Park in Kenya.

Timeline

Operations Manager

SOTS
08.2022 - Current

Team Leader

Startek/ Flipkart
06.2021 - 03.2022

Sales Team Manager

PolicyBazaar.com
04.2021 - 08.2022

Assistant Manager

Jetika Solutions Private Limited
05.2017 - 05.2021

MBA - Ecommerce & Human Resource

National Institute of Business Management
04.2014 - 04.2016

Team Leader

Hinduja Global Solutions/Airtel
05.2013 - 05.2017

CSA

Firstsource Solutions Private Limited/Vodafone
05.2011 - 05.2013

Bachelor of Arts - Economics, History,Political Science

Guwahati University
04.2011 - 04.2014

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