Vishwas Shetty

Handling dynamic team of 06-unit leaders and 130 executives.

• Responsible for have discussion with cross functional teams to ensure smooth sales.
• Developed comprehensive sales strategies and prepared detailed presentations that increased new customer acquisition in two years.
• Monitored customer satisfaction levels, evaluated feedback, and coordinated with product development teams for impact product improvements.
• Managed day-to-day operations of team, including performance reviews, team meetings, coaching sessions and recruitment activities.
• Developing and analyzing insights through various metric reports and making changes in process to ensure more productivity from team.
• Responsible to ensure proper training modules have been designed so that OJT's learning cycle become more efficient.
• Responsible to reduce attrition of team and hiring of efficient manpower for team.
• Responsible for Training and Motivation of team in accordance with company's policies and increasing more floor activities.

Key Achievement :

• Achieved 20% of conversation in Feb 23' month with net revenue of 7.24lakh.
• Achieved Highest Closures in Mar 23' month - 5303 closures.
• Achieved Highest Net Revenue in Mar 23' month -14161048 Net based.
• Created milestone Highest Single day Net revenue in day - 8 Lakh Plus.
• Created highest conversion for Non-metro PAN cities - 15.3%.
• Achieved 7% to 14% month-over-month conversion rate improvement through use of these basic dashboard filters.
• Achieved 150% growth in revenue from Mar 23' to Mar 24'.

• Managed team size of 180+ calling agents In order to respond customer concerns, working with Director to significantly raise customer satisfaction ratings.
• Achieved 7% to 14% month-over-month conversion rate improvement through use of these visualizations.
• Achieved highest-ever closure rate of 64% in March 22'.
• Increased checklist compliance from 74% to 94%.
• Clocked highest revenue of 1.2 Cr in Mar 22'.
• Reduced average incentive from 9k to 5k per month.
• Identified appropriate solutions based on analysis.
• Implemented solutions for low-conversion properties.
• Led team of junior assistants, ensuring efficient task completion and professional development.
• Oversaw daily operations, ensuring compliance with company policies and industry regulations while optimizing resources for maximum output.
• Spearheaded adoption of new technologies to improve overall operations and efficiency.
• Collaborated with cross-functional teams to drive business objectives and ensure project success.
• Developed and managed employee schedules, balancing individual requests and requirements with business needs.
• Directed promotion and brand loyalty efforts to build direct relationships with customers.
• Conducted regular performance evaluations, providing constructive feedback and setting achievable goals for team members.
• Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
• Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
• Cultivated positive work environment by fostering teamwork, encouraging open communication, and celebrating individual achievements.

• Created Talktime dashboard to monitor and improve calling agents' performance
• Generated weekly APRs to enhance TLs and UHs productivity
• Implemented daily checklist to track task status for TLs and UHs
• Successfully aligned pilot project to improve engagement percentage with onshore and offshore clients
• This resulted in improved schedule numbers by generating daily schedule reports
• Suggested tech enhancement in form of feedback tab on clients Dashboard
• Enabled tracking of leads dialed and actions taken against them with data visualization reports using Kibana and publish same via Looker studio.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance

• Successfully managed team of 6-8 RMs aligned with 4-5 UHs, overseeing their performance and ensuring that most of them secured highest incentive slab.
• Demonstrated strong leadership skills by effectively managing critical escalations and resolving social media complaints with high level of urgency, resulting in improved customer satisfaction ratings.
• Consistently contributed to process improvements by sharing feedback with executives based on daily or weekly audits, leading to increased efficiency and better customer experiences.
• Achieved exceptional results by clocking highest-ever revenue of 31 lakhs in month of October 2019, leveraging effective team management, process improvements, and customer-centric approach.
• Consistently maintained brand NPS at 52% month on month by cornering down major challenges during feedback conversation.
• Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering positive and collaborative work environment.
• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
• Mentored and guided employees to foster proper completion of assigned duties.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.

• .Managing team span of 6 - 8 executives.
• Cultivated and maintained strong relationships with new and existing customers through exceptional communication and interpersonal skills and escalation handling.
• Collaborated with Internal Departments to enhance customer experience, resulting in record-breaking 84% customer satisfaction rate through our platform.
• Demonstrated exceptional commitment to providing high-quality service by achieving highest-ever call compliance percentage of 98%, ensuring customer satisfaction and retention.
• Ensured compliance with industry regulations and company policies through diligent monitoring and enforcement efforts.
• Maintained accurate records of unit activities and progress, ensuring timely reporting to senior management as needed.

• Worked as relationship manager & managed over 50 customer calls per day.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Identify and assess customers' needs.
• Service customer in finding right tenant / buyer as per requirement of customer.
• Expanding customer base by upselling and cross-selling of value added services (VAS).
• Understanding key customer individual needs and addressed as per requirements.
• Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in timely manner