Vandana Sharma
NEW DELHI
Summary
Results-driven professional with 15+ years of experience in customer service, analytics, audit, quality, tele sales, marketing, and business development. Proven track record in revenue expansion, client relationship management, team leadership, and data analysis. Recognized for strategic sales planning, client retention initiatives, and high-performance team mentorship. Skilled in optimizing workflows, implementing quality assurance standards, and leveraging analytics for data-driven decision-making. Multiple award winner for achievements in upselling, quality delivery, and customer success leadership.
Overview
15
15
years of professional experience
Work History
Senior Manager – Telesales
DIIPL (Digital International Intermesh Pvt Ltd)
03.2025 - Current
- Develop and execute strategic sales plans aligned with company objectives.
- Identify new business opportunities and lead negotiations with high-value clients.
- Monitor sales KPIs, prepare forecasts, and present performance reports to leadership.
- Collaborate cross-functionally with marketing, finance, and product teams for integrated campaigns.
- Mentor and coach junior managers and executives to enhance performance and productivity.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Implemented and developed operational standards, policies and procedures.
- Provided strong leadership to enhance team productivity and morale.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Launched quality assurance practices for each phase of development
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Developed detailed plans based on broad guidance and direction.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Managed senior-level personnel working in marketing and sales capacities.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Lead Analytic and Audit – Assistant Manager
Indiamart Intermesh Limited
06.2021 - 04.2024
- Implementing and managing customer care Audit frame work audit for in bound and out bound call
- B) Provide strategy to enhance customer service leading to retention and upsell.
- C) Manage group of resources for Analytic end Audit of inbound and out bound call
- D) Providing periodic meeting to sales and retention team and guiding enhance customer experience.
- E) Analyzing existing frame work which is responsible for customer retention and provides inputs align with pre-defined growth strategy.
Relationship Manager Team Lead and Service Managerial Role
Info Edge India Ltd
05.2015 - 05.2021
- A) Directly responsible for Managing team of 6 to 7 executives for delivery and strategic implementation of online marketing plans for advertisement to boost sales of diverse Business Portfolios of the Customers;
- B) Advise on designing catalogue to technical teams and advertising process to reflect the most specific key word in the product resulting in increased share of market of the Client based on internet search;
- C) Managing the entire Team responsible for Client Retention every month and achieving a considerable retention figure by offering other upgraded plans to the Client to boost their Business;
- D) Directed strategic action steps for the Teams for customer retention programs resulting in considerable increase in customer retentions;
- E) Enhancing the look, appeal and advising on impact of the catalogue as per Client's direction thereby increasing Client Satisfaction also resulting in Client Retention;
- F) Re-aligned the process of delivery to services to the customer by co-ordination with multiple delivery teams involved in the process;
- G) Restructured customer retentions program to create greater reach and frequency of target customers;
- H) Focused on Customer Feedback Process that increased awareness for Customer by seeking opinion of existing services;
- I) Implementing internal market research report that identified opportunities and strategic program enhancements of the existing Customers Service;
- J) Proactive coordination and quick turnaround of all documents, internal reports;
- K) Bring out innovative solutions to structuring service issues;
Associate Assistant Manager
Info Edge India Ltd
11.2010 - 03.2014
- A) Handling a team responsible for tele sales of services to clients in India and International locations
- B) Providing information to the clients over e-mail and phone.
- C) Maintaining MIS reports for facilitating decision making by the management.
- D) Motivating each team member by constantly giving appropriate feedback, rewards & recognition of consistent & Good performance, organizing motivational activities like competitions and get-togethers
- E) Keeping regular track on call quality, job knowledge quiz & customer satisfaction index done by Auditors.
Education
PGDBA - CRM and HR
Symbiosis University
BBA - undefined
Guru Gobind Singh Indraprastha University
01.2006
HSC - undefined
DAV Public School
01.2005
SSC - undefined
AVB Public School
01.2003
Skills
- Reporting oversight
- Business performance management
- Operations management
- Market analysis
Awards
Achievements: UP-SELL QUEEN AWARD FOR MONTH OF October 2017; June 2017
Growth Path and Achievement at Info Edge India Ltd
- A) November 10-October 11 - Executive.
- B) October 11-October 12 - Associate Senior Executive.
- C) October 12-March13 - Senior Executive/Team Lead
- D) March'13- May 2015 - Associate Assistant Manager
Achievement at Info Edge India Ltd
- A) Rising Sun Award – was first one to achieve the target in 10 days in first month of joining.
- B) Best PRD Champ Award by selling big ticket size to clients.
- C) Won the “Quality Champ” award for 12 consecutive months.
- D) Won numerous monthly and weekly contests.
- E) Won Productivity Driver Award many times for Overachieving Team's Monthly target
- F) Naukri Fast Forward Telesales Award.
Effective Strategy and Management of Team
- A) Key intermediary between self-managed Teams, Business Development Teams, Technical Teams and the Executive Management;
- B) Reviewing catalogue by Technical Teams and seeking opinion from Client and self-managed Teams in order to raise revenue of the Client;
- C) Follow-up and Tracking of Payments and service usage by Customer or non-usage of work product;
- D) Responding to Customer Complaint, Queries for on behalf of the organization and resolving within fixed turnaround time;
- E) Effective Execution of issues based on Client's Feedback;
Timeline
Senior Manager – Telesales
DIIPL (Digital International Intermesh Pvt Ltd)
03.2025 - Current
Lead Analytic and Audit – Assistant Manager
Indiamart Intermesh Limited
06.2021 - 04.2024
Relationship Manager Team Lead and Service Managerial Role
Info Edge India Ltd
05.2015 - 05.2021
Associate Assistant Manager
Info Edge India Ltd
11.2010 - 03.2014
BBA - undefined
Guru Gobind Singh Indraprastha University
HSC - undefined
DAV Public School
SSC - undefined
AVB Public School
PGDBA - CRM and HR
Symbiosis University
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