Swati Gajanan Rahate
Service Delivery Head / Sales
Pune
Summary
Professional Summary:
1) Enthusiastic Senior Operations Manager offering 19-year background overseeing services in BPO/ ITES industry .
2) Polished in chalking out operational systems and processes, examining financial data and conducting quality control checks.
3) Cost-conscious and communicative professional familiar with business principles and operational management and budget development practices.
4) Experienced with operational strategy, effectively overseeing large-scale projects and improving productivity.
5) Utilizes comprehensive knowledge of resource management to achieve efficient workflow.
6) Track record of leading high-performing teams and implementing impactful process improvements.
Overview
25
25
years of professional experience
20
20
years of post-secondary education
3
3
Languages
Work History
Senior Sales Manager
Avishkar Advani Realtors
Pune, Maharashtra
07.2022 - 02.2023
- Handling Closing Sales Vertical for Commercial Project selling Retails/ Showrooms and Office Spaces
- Did Closures for Commercial Project - Platinum Towers at Kharadi location selling Retail and office space with clear sales of 12.5 Cr for JFM quarter against 4 Cr Target
- Spearheaded a team of by building enthusiasm and adapting feedback
- Actively monitored key performance metrics of sales team, identified challenges, and created new solutions applying proven problem-solving techniques
- Inspired team performance daily using proven behavioral-based coaching, motivation, and management methodologies recognized for increasing sales revenue by 15% in the first 60 days
Senior Sales Manager - Heading Presales and Marketing Vertical
Solitaire World
Pune, Maharashtra
05.2020 - 04.2022
- Closed 83 bookings precisely 101 Crore business to Solitaire ie for MTM and Business hubs during my Tenure
- Been a Performer for heading Presales Vertical for Dec / Jan MTM Launch with highest bookings of 61 units in 14 days for 63 Cr business
- Handled Presales Sourcing Vertical with a team size of 28 Sourcing Sales Managers
- Sourcing leads generating through various Media, Advertising Campaigns
- Leading a vertical for having leads generated
- Leading Sales and Marketing team and get the Site Visits/E-visits converted to Bookings and Closures
- Setting up targets and working towards Goal Settings and KPIS
- Leading Customer Satisfaction/ CSAT, Process implementation
- Working towards Business Targets to be achieved
- Implementing Process Adherence-Training and development plans
- Conducting Project Trainings, Product knowledge, hurdles with the team on daily basis
- Conducting Quality Checks, SOP's to be met
- Introduced BOP - Business opportunity plans, BTL activities to speed up sourcing and qualitative leads sourcing
- Driving team of Sales Managers to meet Closures
- Driving Team Sales and Achieving Monthly Target
- Driving Sales and Marketing - Total Team size of 28 Sales Managers with Solitaire
- Driven 1412 Site Walk-ins for both Residential and Commercial Projects heading Presales Vertical
Team Manager - Operations
Credence Resource Management
Pune, Maharashtra
12.2018 - 05.2020
- Company Overview: Credence is one of the US based Company Restaurant Revolution Technologies through which we used to process online food orders for one of the biggest Burger chain in USA i.e
- Habit Burgers and Cotton Patch which is one of the Biggest Catering service in USA
- Played an instrumental role in exceeding Client Goals serving an overall tenure of 1 year
- Reduced staff turnover in one year by implementing several well-received team and morale-building programs
- Process: RRT - Restaurant Revolution Technology (Hospitality/Customer Care)
- Process: AT&T U-verse (Telcom and Utility domain)
- Credence is one of the US based Company Restaurant Revolution Technologies through which we used to process online food orders for one of the biggest Burger chain in USA i.e
- Habit Burgers and Cotton Patch which is one of the Biggest Catering service in USA
Service Delivery Head
Just Dial Ltd
Pune, Maharashtra
01.2004 - 12.2017
- Operated as In-charge of Pune Inbound Contact Centre Operations - Voice based, Database Management and Cliental Support of staff strength of 300 plus employees
- Participated in Quality Calibration through initiation and completion of accuracy improvement initiative
- Provided high quality services to outbound customers in areas such as Online and Ecommerce process
- Recommended Process training programs for new joiners; ensured that trainings delivered to the team were put into effect and feedback was given on the program success, thereby ensuring a transparent review of acquired talent
- Executed the Leadership /Metrics Manager Pan India project to increase productivity of agents and contact rate for the Pan India team
- Ensured correct placement of new hirers training & compliance structure alongwith their proper documentation as a member of the Audit Team
- Evolved efficient plans viz managing Call flow , Quality checks, Commercial Promptings to generate business leads to the branch contributing to the Revenue of Branch sales, aimed at creating domain expertise for cross-utilization of resources
- Prepared the SOP for New hirers and Retention of agents which showcased end-to-end business
- Successfully implemented operational excellence plans, thereby leading to an increase in efficiency (process and human resource) over a period of 12 years for Information Service, Online B2B process
Trainer
Just Dial Ltd
Mumbai, Maharashtra
02.1998 - 12.2004
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Collaborated with subject matter experts to create accurate training content.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
Education
Schooling -
ST Thomas Academy
Mumbai, MH 06.1981 - 04.1991
GED -
Sathaye College
Mumbai, MH 04.1991 - 01.1996
DCS - Computer Science
Bits Infotech
Mumbai, MH 01.1997 - 01.2000
MBA - Marketing Management and Product Life Cycle
Sir N L Dahanukar Institute of Management Studies
Mumbai, MH 01.2001 - 01.2003
Skills
Operations Management
Extra-Curricular Activities
Active participation in Elocution Social activist Volunteer for Old age and Children Welfare activities Take part for Social cause and Women Welfare
Timeline
Senior Sales Manager
Avishkar Advani Realtors
07.2022 - 02.2023
Senior Sales Manager - Heading Presales and Marketing Vertical
Solitaire World
05.2020 - 04.2022
Team Manager - Operations
Credence Resource Management
12.2018 - 05.2020
Service Delivery Head
Just Dial Ltd
01.2004 - 12.2017
MBA - Marketing Management and Product Life Cycle
Sir N L Dahanukar Institute of Management Studies
01.2001 - 01.2003
Trainer
Just Dial Ltd
02.1998 - 12.2004
DCS - Computer Science
Bits Infotech
01.1997 - 01.2000
GED -
Sathaye College
04.1991 - 01.1996
Schooling -
ST Thomas Academy
06.1981 - 04.1991
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