Vivek Punjabi
Mumbai
Summary
To learn and excel at any role given and to take responsibility and see it through till desired results are achieved. Promote teamwork to achieve goals and to set a benchmark to achieve higher scores each time. Driven professional with a broad range of experience in marketing, Sales and Project Management seeking to leverage a polished background to take the next career step with a respected organization.
Overview
12
12
years of professional experience
Work History
Product Marketing - Projects
TimesPro (The Times of India Group)
Mumbai
08.2021 - Current
- Took active design role and developed marketing materials for clients in Edtech industry.
- Created and provided marketing material to meet business needs.
- Worked closely with senior management to implement strategic communications plans and marketing initiatives.
- Coordinated marketing campaigns, monitoring accuracy, execution and follow-up.
- Managing the project schedule. This includes tracking progress, identifying and resolving potential risks, and making sure that the project stays on track.
- Communicating with project stakeholders. This included keeping everyone updated on the project's progress, managing expectations, and resolving any issues that arise.
- Coordinating with team members. This includes assigning tasks, providing support, and ensuring that everyone is working towards the same goals.
- Documenting the project. This includes creating and maintaining project plans, schedules, and reports.
- Administering the project. This includes ordering supplies, managing paperwork, and coordinating travel arrangements.
Program Advisor
EruLearning Solutions Pvt. Ltd
Mumbai
09.2018 - 09.2021
- For Outreach Specific Vertical was named White label
- Primary function was reaching out to leads and converting them to paid Applications
- The program costs range from $1750 to $12600
- Have dealt with leads from LATAM, United States, Canada, Middle East, North Africa, India and Far East
- Trained new hires for product and pitching, Designed assessments for Knowledge checks
- Spear headed chat in the White label vertical
- Trained experienced advisors for Product Knowledge
- Assisted Quality in evaluation parameters
- Report creation and improvement for chat reports to understand AOI’s and how to tackle them
- Worked as a course coach where I was responsible for driving numbers and communicating with the Leadership and Marketing teams to understand AOI’s in lead quality and expected targets
- Basic data visualization over excel to understand the week-on-week trend of lead flow and management
- Analyzing lead profiles to understand the targeted audience and tailor sales pitches accordingly
- Conducting Time and Motion to understand productivity
- Co-ordinating with Finance to complete payments from leads.
- Prospecting and qualifying leads using a variety of methods to prospect, such as cold calling, email marketing, and social media.
- Building relationships by getting to know the customer's needs and challenges, and demonstrating how the company's products or services can help them.
- Delivering presentations to potential customers and internal managers.
- Closing deals: Negotiating terms, obtaining signatures, and ensuring that the customer is satisfied with the purchase.
- Additionally have lead a team of sales reps. Coordinating with Marketing and compiling feedback from various regions to enhance marketing and product further
- Created and actualised programme activities.
- Forecasted changes in customer buying habits.
- Wrote recommendations for exceptional employees.
- Managed and directed 10 individuals within organisation.
- Actualised strategies to cut costs while maintaining programme quality and driving organisational performance.
Retentions Advisor
Tech Mahindra Pvt. Ltd
02.2015 - 06.2018
- Job profile included selling contracts with devices
- During the tenure, some roles were taken which included call listening sessions with the advisor who were showing a higher possibility of detractor surveys
- In absence of team leader taking responsibilities for audits and overall quality of calls taken
- Providing feedback to advisors who were facing difficulties with comm’s and process
- Keeping an action plan that would help the advisor in achieving goals bit by bit and eventually attempt to reach outperform goals.
- Identified and resolved customer issues in a timely and efficient manner. Assessed customer needs and concerns, and developed solutions that met those needs.
- Upsold and cross-sold products and services to existing customers. Tracked customer satisfaction and identified areas for improvement.
- Worked with other departments to ensure that customer needs were met.
- Proactively identified and resolved customer issues, preventing churn.
- Built strong relationships with customers, understanding their needs and concerns.
- Developed and implemented strategies to increase customer satisfaction and retention.
- Partnered with other departments to ensure that customer needs were met. Was always in the top 5 for NPS
Customer Service Professional
SITEL INDIA PVT. Ltd
Mumbai
06.2011 - 02.2015
- (CSP)
- Technical support on all North American Dell systems
- Remote assistance on software troubleshooting
- Received Customer Hero Award for outstanding customer service
- XPR Icon 2nd runner up for outstanding technical support
- Help in Enhancing Teams Quality of Service by remote call listening or SBS
- Part of Focus Group for chief financial Officer for SITEL Pat Tolbert
- Part of Focus Group for Site Directors
- Moved to Dell Mobility and initially worked as a mentor for pilot batches
- Later on took responsibilities of a VnC trainer after client recommendation and later on also handled process refreshers worked with BQ teams to assist in achieving CSAT scores
- Posted in the back end for communicating with customers directly by E-Mail and managing escalations
- Oversaw service recovery and was responsible for grooming a team of 4 advisors for handling escalations effectively and to manage expectations
- Worked with quality team to get a SWOT analysis also assisted with forming RAG module which helped with making quartiles for advisors who could harness more opportunities.
- Identified issues with computers and fixed them, identified solutions that were necessary for upkeep of computers.
- Up selling solutions ranging from Software to server racks, warranties and other solutions in a B2C Process.
- Taken up roles for Product Training and Voice and Accent training as well.
Education
BBA - Marketing
Narsee Monjee Institute of Management Studies
Mumbai07.2023
H.S.C - Commerce
SMT. M.M.K College of Commerce And Economics
01.2011
S.S.C -
St. Sebastians High School
01.2009
Skills
- Business Development
- Project Management
- Market Analysis
- Expert in Excel
- Sales Expertise
- Product Marketing
- Project Planning
- Sales Strategies
- Customer Research
- Time Management
- Marketing Material Design
- Communications Management
- Client Needs Assessment
- Customer Service
- Problem-Solving
- Task Delegation
- Performance Monitoring
- Project Coordination
- Training and Development
- Critical Thinking
- Spreadsheet Tracking
- Team Coordination
- Verbal and Written Communication
- Presentation Creation and Delivery
- Team Leadership
Hobbies
- Table Tennis
- Cycling
- Billiards
- Reading
Timeline
Product Marketing - Projects
TimesPro (The Times of India Group)
08.2021 - Current
Program Advisor
EruLearning Solutions Pvt. Ltd
09.2018 - 09.2021
Retentions Advisor
Tech Mahindra Pvt. Ltd
02.2015 - 06.2018
Customer Service Professional
SITEL INDIA PVT. Ltd
06.2011 - 02.2015
BBA - Marketing
Narsee Monjee Institute of Management Studies
H.S.C - Commerce
SMT. M.M.K College of Commerce And Economics
S.S.C -
St. Sebastians High School
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