SUSHMA SHARMA
Bengaluru
Summary
SUMMARY
Performance-oriented and Forward-thinking Sales and Marketing Manager with expertise in coordinating and managing staff. Persistent Project manager successful at tackling problems with tenacity and sound judgment with strategic and analytical approach to solving problems, bringing in customers and accomplishing profit targets.
Overview
20
20
years of professional experience
Work History
Senior Marketing and Sales Manager
RATHNA PACKAGING INDIA PVT. LTD
08.2018 - Current
- focused on cross-selling and up-selling techniques resulting in increased net sales revenue by 10% in sales.
- Analyzed sales and marketing data for improved strategies.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Managed accounts to retain existing relationships and grow share of business.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Drove sales by on boarding corporate clients ( Bisleri, Varun beverages, Coke, Cipla Etc) overachieving the target by more than 20% every year.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
Customer Care and Retention Manager /SALES AND AFTER SALES
BMW Group
01.2017 - 07.2018
- Developed a customer care cycle in adherence to BMW specified norms.
- conducted regular meetings with the Sales and After Sales team to discuss customer experience/feedback/complaints and achievement of objectives.
- Ensured that every customer is followed up for complaint resolution with immediate closure. - Coordinating with marketing team to develop all online and offline strategies for business development.
- Ensured data accuracy and quality in the CRM/DMS system on a regular basis. - Monitoring on a regular basis the CSI (customer satisfaction indicator) results and ensure the counseling of poor performing Sales Consultants and Service Advisors
- Arranged the delivery process with ensuring the emotional handover experience by implementing suitable measures.
- Ensured root cause analysis of complaints/low CSI score and come up with solutions to ensure the same are resolved for Sales and After Sales - Responsible for maintaining higher scores on internal and external audit results.
- Arranged special events for the clients and continuously developed correspondence for clients to thank them for business
- Analyzed monthly KPIs .
guest relationship manager
Academy of Culinary Arts Kathmandu
12.2015 - 01.2017
- Maintained all marketing campaigns and ensured effectiveness of campaigns
- Initiated and managed strategic planning discussion with senior operations team to prioritize workload across all departments
- Created effective meeting agendas in order to address needs and concern
Senior Aviation & Communication trainer
Airwing aviation academy
07.2013 - 12.2015
Aviation & Communication trainer
Frankfinn Institute of Air Hostess Training Center
08.2009 - 03.2013
cabin crew& inflight customer service manager
Kingfisher airlines
12.2005 - 07.2009
SR. CUSTOMER CARE EXECUTIVE
OJAS D.V SOLUTIONS
10.2004 - 11.2005
Education
post graduate diploma in HR Management -
Alagappa University
Masters in english literature - undefined
Mohanlal Sukhadia University
Masters in commerce - undefined
Alagappa University
Bachelor in Business Administration - undefined
Madurai Kamraj University
diploma in aviation, HOSPITALITY &travel management - undefined
Frankfinn Institute of Air Hostess Training Centre
Skills
- Decision-making
- Pricing strategy
- Marketing Analytics
- Key Account Management
- Sales Training
- Rapport and relationship building
- Database Maintenance
- Business growth and retention
- Strategic Planning
- Competitor Analysis
Languages
English
Hindi
Nepali
Trainings and Conferences
- Customer Treatment Ambassador Training with certification. (BMW Training Center, Gurgaon)
- Foundation Product Training ( BMW Training Center, Gurgaon)
- Customer Advocates Conference ( BMW Training Center, Gurgaon)
- CRM portal/DMS Training ( BMW Training Center)
Country
India
My Philosophy
We are the author of our own Life. Make improvements not excuses.
Timeline
Senior Marketing and Sales Manager
RATHNA PACKAGING INDIA PVT. LTD
08.2018 - Current
Customer Care and Retention Manager /SALES AND AFTER SALES
BMW Group
01.2017 - 07.2018
guest relationship manager
Academy of Culinary Arts Kathmandu
12.2015 - 01.2017
Senior Aviation & Communication trainer
Airwing aviation academy
07.2013 - 12.2015
Aviation & Communication trainer
Frankfinn Institute of Air Hostess Training Center
08.2009 - 03.2013
cabin crew& inflight customer service manager
Kingfisher airlines
12.2005 - 07.2009
SR. CUSTOMER CARE EXECUTIVE
OJAS D.V SOLUTIONS
10.2004 - 11.2005
post graduate diploma in HR Management -
Alagappa University
Masters in english literature - undefined
Mohanlal Sukhadia University
Masters in commerce - undefined
Alagappa University
Bachelor in Business Administration - undefined
Madurai Kamraj University
diploma in aviation, HOSPITALITY &travel management - undefined
Frankfinn Institute of Air Hostess Training Centre
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