Vijay Singh

Key Regional Sales Responsibilities and Achievements.

• Collaborated closely with the marketing team to drive the successful execution of regional promotional campaigns.
• Strategized and implemented growth-focused sales plans to boost regional market share.
• Maintained accurate records of leads, sales activities, and closed deals for performance tracking.
• Negotiated and finalized contracts with distributors, vendors, and retail partners across the region.
• Conducted in-depth market research to understand evolving customer needs and buying behaviors.
• Analyzed sales data to derive actionable insights and optimize regional performance.
• Deployed effective territory management techniques to maximize coverage and efficiency.
• Ensured adherence to all sales operations policies, and compliance standards.
• Designed and launched regional promotional campaigns to stimulate sales growth.
• Built and nurtured strong relationships with key accounts through regular visits and strategic communication.
• Identified cross-selling and up-selling opportunities within the existing customer base.
• Provided consultative product support, including technical guidance on features and benefits, to enhance customer satisfaction and trust.

• Business Development:
  Driving growth by identifying new business opportunities, expanding existing accounts, and increasing revenue through strategic planning.
• Client Relationship Management: Managing client interactions, ensuring satisfaction, handling escalations, and building long-term partnerships through regular reviews and engagement.
• Team Leadership & People Management: Leading and mentoring cross-functional teams across multiple LOBs (Lines of Business), including partner support, and customer service escalation handling.
• KPI & SLA Delivery: Ensuring consistent delivery of key performance indicators and service level agreements, aligned with client expectations and business objectives.
• Operational Excellence: Managing end-to-end BPO operations, including hiring, training, workforce planning, quality assurance, and continuous process improvements.
• Training and Development: Overseeing live training sessions, implementing learning modules, and ensuring the delivery of high-quality training programs to support performance.
• Revenue & Profitability Management (R&P): Accountability for revenue targets, cost optimization, and accurate billing to support financial goals.
• Upselling and Lead Conversion: Identifying upsell opportunities and managing lead pipelines to support sales and client expansion initiatives.
• Business Analytics & Market Intelligence: Leveraging data-driven insights to track performance trends, understand market dynamics, and support strategic decision-making.
• Performance Reviews & Client Reporting: Preparing and delivering insightful Weekly Business Reviews (WBRs) and Quarterly Business Reviews (QBRs) to stakeholders and clients.

• Scope identification with the existing client for additional business Working with the BD team and identify new business opportunities
• Enhance customer experience quality check process to improve productivity and client expectation
• People Management & Implemented all WFM practices
• MIS management internal and external reporting. Client Management and vendor R&P
• Publishing all dashboards to internal and external stakeholders

• Handled customer concerns and escalated major issues to the supervisor
• Exceeded goals through effective prioritization and consistent work ethic
• Engaged with customers to better understand needs and deliver excellent service
• Identified issues, analyzed information, and provided solutions to problems
• Resolved customer queries and problems using effective communication and providing step-by-step solutions

• Planned and executed new strategies to increase performance
• Trained and mentored employees to maximize team performance.
• Prepared orders to deliver an excellent presentation and quality standards.
• Collaborated with team members to achieve target results.
• Planned rotas to maintain high service levels while minimizing payroll costs.
• Managed complaints with calm, clear communication and problem-solving

• Co-Ordinate with the Training Team & Identifying the Process Gaps
• Maintaining breaks and Staffing in peak hours
• Informing all the concerned authorized about the current situation on the floor like SLA, Shrinkage and AHT etc
• Completion of the attendance for the entire call center
• Managing SL slot wise day end and MTD SL
• Sharing AHT, Call Disconnection and other report

• Ensure the Team & team member's performance is up to the mark as per the targets assigned periodically.
• Especially focusing on Average call handling time to deliver the best interaction quality to maximize customer satisfaction within minimum time
• Team Meets on weekly basis to observe & review the current performance & action plans for the next day/week/month
• 1-to-1 session with all team members to ensure maximum positive output & to feed them their last performance back to learn from the mistakes done while previous working trend.
• Keeping them motivated by creating a strong personal & professional team bonding through periodically team outings.
• Real-time monitoring to Ensure service level agreement is met on real time basis

• To achieve targets & exceed the targets.
• Floor Support in the absence of Team Leader
• To achieve targets & exceed the targets
• Client Escalation to resolve Customer grievances
• Providing feedback to the advisors who are unable to handle calls
• Floor Support in the absence of Team Leader