Viman Roy
Senior Manager Sales Operations
Gurgaon,Haryana
Summary
With more than 14 years of experience in managing Strong and decisive operations. Customer service leader with excellent analytical, organizational, team building and planning skills. Maintain uncompromising focus on high quality standards and bottom-line profit improvement. Goal-oriented manager with distinguished experience in Telecom, IT and Authentication industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
3
3
Certificates
Work History
Senior Manager Sales
AuthBridge Research Services India Private Limited
12.2019 - Current
- Responsible for managing sales force and achieving monthly and quarterly sales quotas as set by executive team
- Responsible for maintaining product and sales training for entire sales staff
- Responsible for hiring and firing sales professionals as needed
- Communicate effectively to sales leadership on sales team’s successes, challenges and execution plans for solving those challenge
- Develop strategic partnership with management and cross-functional teams as well as peers to enable sales around updates and changes in sales processes
- Directed/Facilitated call type transition coaching to ensure sales and customer experience level skills retained during transition preventing attrition do to failure to achieve desired results
- Collaborated cross departmentally with Recruiting and Training to uncover deficiencies, promote issue identification and resolution in order to maintain a robust foundation in support of the site sales goals - Provided recommendations for improvement in order to obtain better results
- Played a key role and collaborated directly with the client to ensure their sales goals were being expressed and met, provided weekly updates and progress reports/presentations during conference calls and sales meetings
- Continuously designed new training tools, role plays, workshops, etc to support the optimal learning experience and to reinforce and develop leadership coaching skills and consultative sales representatives’ sales skills
- Key Achievements
- Received Drona Award (Best Leader) for the year 2021
- Received the Best Team Award for the Q3 in 2021 for delivering the best sales numbers in a quarter.
Team Manager
BT India Private Limited
07.2015 - 12.2019
- Responsible for managing 25 executives setting performance goals for the team and evaluating performance of the team and each individual team members
- Developed the process metrics, orientation plan for new hires, set goals and incentives plan for the executive team
- Regular One on Ones with Process team members including discussions on their personal & professional development plans
- Evaluated employee performance on a monthly basis and coached and trained accordingly increasing quality of work and employee motivation
- Metrics handling for the business & reporting of Dash Boards
- Inspired each and every team member to perform and produce their best
- Handling other issues of the team related to HR, Administration or Operations 3
- Key Achievements
- Part of the Green Belt Project “COMBAT AHT” for reducing the AHT for the programme
- Awarded as the “BEST Team Manager” for the year 2018-19 on BT Annual Day
- Reached Quarter Final in the Challenge Cup ”Team Achievers”
- Consistent Your Say Scores for the last 4 years
- Conducted CDP (Career Development Plan) sessions for the entire CSS.
Team Leader
Convergys India Pvt Ltd US
01.2014 - 06.2015
- Technical Support for American multinational telecommunications corporation
- Monitor and evaluate metrics, identifying required actions necessary to achieve service level and quality targets, maximize first time call resolution, and minimize customer complaints, transfers, and escalation
- Identifying Outliers & Conducting regular one on one session to ensure maximum employee satisfaction & productivity
- To propose strategic solutions for the pain points of the client
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Mentored and guided employees to foster proper completion of assigned duties.
Team Leader
HCL Technologies Ltd
05.2012 - 06.2013
- To interact with the client and ensure all Service deliverables are met
- To prepare and review Standard Operating Procedures (SOPs), Account Maps, Process
- Manual etc.,
- To propose strategic solutions for the pain points of the client
- To ensure SLA / Performance adherence
- To impart domain training
- To control attrition and to motivate the team members
- To contribute to the overall business growth
PROCESS TRAINER
HCL
05.2009 - 05.2012
- In US Customer Service for major retail giant MACYS
- Take new hire and refresher training providing inputs for performance improvement of
- CSRs
- Performing Training for the process as per defined sample size
- Motivating improvement and giving feedbacks to the associates
- Adherence to Process/Business policies and procedures
- Maintain training quality as per process SLA
- Content creation and development
- SME in US Customer Service for major retail giant MACYS
- May 2010 till May 11
- Coach and educate team members to learn from each of their escalations thus empowering them to resolve more issues themselves
- Monitor performance (in relevant areas) according to agreed standards and take necessary actions to communicate, advise and assist according to performance levels
- Assist Team Leader with coaching and mentoring sessions
- Provide cover in the absence of the Team Manager in relation to the daily operational task.
Education
BCom (Hons) - Accountancy Science
Surya Sen College
01.2005 - 04.2008
Intermediate - undefined
C.B.S.E. Board
intermediate - Commerce
B.S.F School, C.B.S.E. Board
Skills
Employee reviews
undefinedCertification
General Management Degree from IIM CALCUTTA
Timeline
Senior Manager Sales
AuthBridge Research Services India Private Limited
12.2019 - Current
PRINCE2 Foundation and Practitioner
07-2016
Team Manager
BT India Private Limited
07.2015 - 12.2019
Team Leader
Convergys India Pvt Ltd US
01.2014 - 06.2015
Team Leader
HCL Technologies Ltd
05.2012 - 06.2013
General Management Degree from IIM CALCUTTA
03-2010
GNIIT
01-2010
PROCESS TRAINER
HCL
05.2009 - 05.2012
BCom (Hons) - Accountancy Science
Surya Sen College
01.2005 - 04.2008
Intermediate - undefined
C.B.S.E. Board
intermediate - Commerce
B.S.F School, C.B.S.E. Board
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