Vishal Abrol
Counselor/ CRM Manager
Noida
Summary
Dynamic counselor with relationship management skills. Proven track record in enhancing client satisfaction and achieving goals through empathy and effective listening. Skilled in data protection compliance and operations management, driving successful CRM initiatives and fostering cross-functional collaboration. Adaptable and results-oriented professional.
Overview
19
19
years of professional experience
3
3
Languages
Work History
Counselor
Spokenmate
07.2024 - 12.2025
- Utilized motivational interviewing techniques to encourage positive changes.
- Developed individualized counseling plans for clients to incorporate short-term and long-term goals.
- Designed culturally-sensitive interventions tailored to each client''s background and experiences.
- Assisted clients in setting realistic goals, developing action plans, and monitoring progress towards achievement.
- Improved client satisfaction through consistent communication, empathy, and understanding of their unique challenges.
- Guided clients in developing skills and strategies for dealing with problems.
- Maintained accurate documentation of client interactions, assessments, and progress notes for effective case management.
CRM Manager
Great Rocksport Pvt. Ltd.
01.2021 - 05.2024
- Ensuring all lead and customer data is accurate, deduplicated, and properly categorized.
- Designing automated workflows to ensure leads are assigned to the correct sales representatives based on territory, industry, or expertise.
- Monitoring the movement of deals through various stages to identify bottlenecks where the sales team might be losing momentum.
- Managed cross-functional teams to successfully execute CRM initiatives, ensuring seamless collaboration between departments.
- Ensuring the backend handling of customer data complies with regulations like GDPR or local data protection laws.
Assistant Team Leader
Provana India Pvt. Ltd.
05.2015 - 03.2020
- Distributing legal tasks (such as document review, contract drafting, or legal research) based on the team members' expertise and current bandwidth.
- Performing "second-level" checks on legal documents to ensure accuracy, adherence to jurisdictional rules, and client-specific guidelines.
- Ensuring the team meets Service Level Agreements (SLAs) regarding both quality scores and volume.
- Assisting the Team Leader in conducting monthly performance reviews and identifying "high-flyers" vs. those needing PIP (Performance Improvement Plan) support.
- Compiling daily, weekly, and monthly productivity reports for Senior Management.
Lecturer, Computer Science
Govt. Degree College
05.2010 - 06.2014
- Increased student participation during lectures by incorporating interactive elements such as polls, quizzes, and group discussions into lesson plans.
- Collaborated with fellow faculty members to develop comprehensive course curriculums, resulting in improved student retention and success rates.
- Enhanced student understanding of complex computer science concepts by incorporating real-world examples and hands-on activities.
- Designing, invigilating, and grading internal examinations, practical assignments, and end-of-term projects.
- Providing academic counseling and career guidance, helping students navigate specializations and internship opportunities.
- Assisting in the coordination of university-level exams, including paper setting and result compilation.
- Participating in college academic councils, organizing technical fests, seminars etc.
Sr. Executive(Operations)
Cranes Software International Ltd.
03.2007 - 01.2010
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Developing and implementing Standard Operating Procedures (SOPs) for internal software documentation and reporting.
- Identified trends and assessed opportunities to improve software delivery execution and speed-to-market.
- Equipping the sales team with technical documentation, case studies, and updated pricing models provided by the product development team.
- Ensuring that the technical support and development teams respond to sales inquiries within agreed-upon timelines.
Education
Master of Science - Computer Applications Development
Institute of Computer And Information Sciences
Agra, India 04.2001 -
Skills
Client counseling
Database administration
Client record maintenance
Targeted customer analysis
Data protection compliance
Sales funnel management
Teamwork and collaboration
Operations management
Client relationship management
Adaptability and flexibility
Effective listening
Sales training
Timeline
Counselor
Spokenmate
07.2024 - 12.2025
CRM Manager
Great Rocksport Pvt. Ltd.
01.2021 - 05.2024
Assistant Team Leader
Provana India Pvt. Ltd.
05.2015 - 03.2020
Lecturer, Computer Science
Govt. Degree College
05.2010 - 06.2014
Sr. Executive(Operations)
Cranes Software International Ltd.
03.2007 - 01.2010
Master of Science - Computer Applications Development
Institute of Computer And Information Sciences
04.2001 -