Surendra Singh

• Lead team to streamline sales processes, enhancing overall efficiency.
• Coordinated cross-functional communication between sales and marketing, facilitating smoother collaboration.
• Supported sales team members in developing skills and strategies to achieve growth.
• Trained new team members on operational procedures and sales strategies.
• Monitored staff performance and provided feedback on areas of improvement.
• Tracked inventory levels and placed orders to maintain optimal stock levels.

• Engaged prospective customers through targeted cold calling and customized email outreach to generate leads.
• Developed and nurtured relationships with new and existing clients through strategic cold calling, personalized emails, and timely follow-up calls.
• Exceeded established sales milestones by employing effective persuasion techniques, enhancing client engagement.
• Created compelling sales presentations tailored to client needs and preferences.
• Contacted leads from referrals and telemarketing lists to assess needs.
• Handled customer inquiries regarding product features and pricing.

Customer Support Representative | September 2021 – July 2024

CIK Telecom India Pvt. Ltd. – Gurgaon, India

Canada’s 3rd largest ISP

· Achieved high First Call Resolution (FCR) by efficiently diagnosing and resolving customer concerns.

Provided exceptional customer experience with strong customer orientation and empathy.

· Meeting KPIs including AHT, FCR, CSAT, and Quality compliance targets. · Managing escalations and coordinating with technical/support teams for timely resolution.

· Handling inbound customer calls related to telecom services, billing, network, and account issues.

· Retained customers by providing effective solutions and reinforcing service confidence.

· Adhering to telecom compliance, data security, and company service standards.

· Accurately documenting interactions and updating CRM systems.

• Tech Mahindra is an Indian multinational company that provides information technology and business process outsourcing services. A subsidiary of the Mahindra Group, the company is headquartered in Pune and has its registered office in Mumbai.
• Resolved escalated complaints using professionalism and effective communication to maintain customer loyalty.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Responded to customer inquiries with accurate information to facilitate informed decision-making.
• Educated customers on products and services to improve user satisfaction.

• Developed targeted lead generation strategies to enhance sales pipeline efficiency.
• Executed lead generation techniques through daily cold calling, resulting in increased lead engagement.
• Generated sales by prospecting leads and negotiating deals, contributing to revenue growth.
• Managed CRM system to ensure accurate tracking of leads and interactions.
• Maintained an up-to-date database of qualified leads and their contact information.
• Provided regular reports on lead generation activities, highlighting performance metrics and trends for strategic decisions.
• Responded quickly to customer inquiries and provided effective solutions in a timely manner.