YAJNESH K SANTHOSHI
Permannur villege
Summary
Personable Client Management Expert driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings.
Resourceful Specialist known for high productivity and efficient task completion. Skilled in data analysis, project management, and strategic planning. Excel at communication, problem-solving, and adaptability, ensuring success in fast-paced environments.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work History
Specialist
Glowtouch Technologies - UnifyCX
Mangalore
08.2022 - Current
- Level 2 Cross trained Agent , in GlowTouch Technologies, for an USA based Client TVC with a proven history of providing the best quality and timely service per client's requirements and company standards
- Providing legal assistance for the Truck drivers and logistics operators in USA and Canada by consulting and co ordinating with the Attorneys and Courts regarding the citations they get during their daily operations
- Providing assistance regarding issues faced by the clients / customers, troubleshooting errors, proper adequate and timely guidance and service regarding maintenance and day to day use of Fuel cards
- Successfully mentoring and provding adequate and necessary training to the mentees team members in accordance to client's requirements and monitoring performance of the team and individual team members
- Collaborated with cross-functional teams to enhance customer experience initiatives.
- Provided responsive support to customers via phone and email channels.
- Assisted in resolving customer inquiries and issues effectively and efficiently.
- Collaborated with team members to improve service processes and customer satisfaction.
- Documented customer interactions in the support ticketing system accurately.
- Educated customers on product features, benefits, and troubleshooting steps.
- Coordinated with technical teams to escalate complex issues for resolution.
- Conducted follow-up calls to ensure customer satisfaction post-resolution.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Developed training materials for new call center representatives.
- Conducted interactive training sessions to enhance team skills.
- Evaluated trainee performance using role-playing and assessments.
- Provided ongoing coaching to improve call handling techniques.
- Implemented feedback mechanisms to refine training processes.
- Collaborated with management to align training with company goals.
- Participated in meetings with senior management to discuss current challenges faced by the organization's call centers.
- Maintained records of trainee performance throughout the program duration.
- Analyzed data from surveys and other sources to measure success of courses offered by the call center team.
- Monitored calls in real-time to evaluate effectiveness of training programs.
- Researched best practices in customer service delivery and shared insights with colleagues.
- Provided support for managers when dealing with difficult customers or resolving escalated issues.
- Designed and conducted training sessions on topics such as customer service, telephone etiquette, problem solving, conflict resolution, and sales techniques.
- Provided feedback to supervisors regarding employee performance following training sessions.
- Identified areas where additional training is needed based on feedback from supervisors or calls monitored by quality assurance teams.
- Created comprehensive course materials including job aids, handouts, PowerPoint presentations, and online modules.
- Developed strategies for improving customer service operations based on feedback from trainers.
- Maintained strong knowledge by participating in workshops, conferences, and online education classes.
Sr. Sales Executive
Blubble Pvt Ltd
Bangalore
02.2022 - 01.2023
- Developed sales strategies to enhance market presence and customer engagement.
- Conducted market research to identify new business opportunities and trends.
- Collaborated with cross-functional teams to align sales efforts with company objectives.
- Managed key client relationships to foster loyalty and repeat business.
- Trained and mentored junior sales staff to improve team performance and skills.
- Analyzed sales data to refine approaches and drive strategic initiatives.
- Presented product solutions to clients, addressing their specific needs and concerns.
- Coordinated with marketing teams to create promotional materials for campaigns.
- Reset store displays for special events and seasonal merchandise changes.
- Maintained strong relationships with existing clients by providing prompt responses to inquiries and resolving any issues.
- Provided training on product features, benefits and use cases for internal staff members.
- Developed and implemented strategic sales plans to increase revenue and market share.
- Engaged with prospective clients to grow pipeline and schedule sales presentations.
- Investigated customer complaints regarding product quality or service delivery.
- Negotiated contract terms, conditions and pricing for sales.
- Expanded new business with implementation of effective networking and sales strategies.
- Identified new business opportunities through research, customer feedback and industry analysis.
- Coordinated with production teams to ensure timely delivery of products or services according to customer specifications.
- Monitored competitors' activities to maintain current knowledge of market conditions.
- Created reports detailing sales activities such as weekly, monthly, quarterly results, forecasts, territory analyses .
- Collaborated with marketing team to develop promotional materials and campaigns for target markets.
- Analyzed customer data to identify trends in buying behavior, preferences and needs.
- Conducted presentations to potential customers to demonstrate products or services capabilities.
- Provided exceptional customer service throughout the entire sales process.
- Negotiated contracts with clients while maintaining profitability goals.
CSE and Product Trainer
Bright technologies
Dubai
07.2021 - 11.2021
- Worked as CSE and Product trainer for Bright technologies in Dubai for an online gaming support
- Delivered product training sessions to enhance team knowledge and skills.
- Developed training materials tailored to various product features and user needs.
- Conducted assessments to evaluate trainee understanding and retention of information.
- Collaborated with product development teams for accurate training content updates.
- Facilitated workshops to promote best practices in product usage and troubleshooting.
- Provided ongoing support to trainees through one-on-one coaching sessions.
- Gathered feedback from participants to improve training effectiveness and relevance.
- Maintained training records and documentation for compliance and quality assurance purposes.
- Generated reports summarizing training activities, achievements, challenges.
- Delivered presentations on best practices, standards, and industry trends related to products.
- Recommended changes in policies or procedures that would improve the quality of products or services offered.
- Assisted with the development of online course content using various multimedia tools.
- Developed training materials and conducted product demonstrations for new hires.
- Trained new sales staff on company products and sales techniques.
- Used cold calling and networking to sell products and services.
- Sourced new sales opportunities through inbound lead follow-up.
- Developed and implemented sales strategies to meet customer needs and increase revenue.
- Trained junior sales staff on techniques for improving customer service experience.
Lead –Operations and Evas
VME, ECARMA
06.2020 - 06.2021
- Worked as Lead –Operations and Evas (VME), ECARMA in handling all the Value Added Services of ECARMA
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Worked with cross-functional teams to achieve goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Worked effectively in team environments to make the workplace more productive.
Manager (CRM)
M/s ATO (I) Ltd
05.2019 - 05.2020
- Client escalation handling and meetings
- Vehicle planning and allocation
- Client satisfaction assessment and internal audits
- WFM and task Assignment
- Warehouse management
- Inventory maintenance and management
- Stock audits and vendor management
- WF assessment and training
- Quality audits and assessments
- Reports generation and submission
- Oversaw daily operations ensuring adherence to company policies and procedures.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Established processes to ensure efficient workflow throughout the organization.
- Completed day-to-day duties accurately and efficiently.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Worked with cross-functional teams to achieve goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Developed and implemented sales strategies to enhance market presence.
- Managed daily operations and coordinated team activities for optimal performance.
- Analyzed market trends to identify new opportunities for growth.
- Established and maintained strong relationships with key clients and stakeholders.
- Oversaw inventory management processes to ensure product availability and accuracy.
- Managed daily operations of sales department, including supervision of staff members.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Performed sales consultations and educated clients on products and services.
- Created and presented monthly reports to management on sales performance.
- Achieved company growth and brand development through market expansion and sales.
- Established new accounts and serviced existing accounts maintaining professional relationships.
- Analyzed customer data to identify trends, preferences, and opportunities for growth.
- Developed pricing strategies that would maximize profits while still remaining competitive in the market.
- Participated in negotiations with vendors regarding product purchases or contracts.
- Assisted senior management in developing long-term strategic goals for the company's growth.
- Resolved customer complaints regarding sales and service.
- Enhanced sales volume through skilled support to both new and inactive customers.
- Coordinated Daily Field Reports (DFRs) and distributed to clients.
Senior Executive
Bajaj finance ltd
04.2018 - 05.2019
- Negotiated contract terms and pricing with clients directly.
- Maintained accurate records of customer interactions and sales activities.
- Used cold calling and networking to sell products and services.
- Developed and implemented sales strategies to meet customer needs and increase revenue.
- Responded promptly to inquiries from potential customers about product features or pricing plans.
- Negotiated contracts with clients on behalf of the company.
- Utilized CRM software to track leads and manage accounts throughout sales cycle.
- Resolved customer complaints in a timely manner while providing excellent customer service.
- Negotiated contracts and closed agreements to maximize profit.
- Provided detailed and accurate sales forecasts to senior management.
- Ensured compliance with sales policies, practices, and legal requirements.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
Floor Sales Executive and Incharge Brand Champ and Ride Coordinator
M/s Accelerate Motors , A RECODE dealer for Royal Enfield
06.2017 - 04.2018
- Reports generation and submission as per RECODE
- Developed and maintained strong relationships with clients to understand their needs.
- Conducted product demonstrations and presentations to showcase vehicle features.
- Managed sales pipeline using CRM software to track customer interactions.
- Collaborated with marketing team to execute promotional campaigns and events.
- Provided feedback on market trends to inform product development strategies.
- Trained new sales staff on company policies and effective sales techniques.
- Negotiated contracts and pricing with customers to finalize sales agreements.
- Analyzed competition to identify opportunities for business growth and improvement.
- Used cold calling and networking to sell products and services.
- Sourced new sales opportunities through inbound lead follow-up.
- Developed and implemented sales strategies to meet customer needs and increase revenue.
- Cultivated relationships with existing customers to encourage repeat business.
- Responded promptly to inquiries from potential customers about product features or pricing plans.
- Negotiated contracts with clients on behalf of the company.
- Trained junior sales staff on techniques for improving customer service experience.
- Identified new potential markets and developed plans for targeting them.
- Analyzed market trends and competitive landscape to identify opportunities for growth.
- Implemented processes for cross-selling products or services based on customer needs.
- Attended industry events to build relationships with key contacts in the field.
- Monitored feedback from customers regarding product quality and suggested improvements accordingly.
- Initiated contact with prospects via email campaigns or cold calls to generate leads.
- Utilized CRM software to track leads and manage accounts throughout sales cycle.
- Generated reports to summarize sales performance metrics and present findings to management team.
- Created brochures and newsletters to promote products or services.
- Resolved customer complaints in a timely manner while providing excellent customer service.
- Enhanced product knowledge through continuous learning and professional development activities.
- Negotiated contracts and closed agreements to maximize profit.
- Adjusted sales techniques based on interactions and feedback from customers and peers.
- Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities.
- Ensured compliance with sales policies, practices, and legal requirements.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Organized team events to promote a positive work environment.
- Resolved customer complaints in a timely manner while upholding company standards.
- Monitored inventory levels and ordered additional supplies as needed.
- Facilitated communication between different departments in order to resolve issues quickly.
- Managed day-to-day operations of the department including scheduling tasks and assigning duties.
- Organized company events, fostering a positive workplace culture and team spirit.
Technical Assistant
Flexspeed Machining Solutions Pvt. Ltd
11.2015 - 12.2016
- Assisted engineers in developing machining processes and workflows.
- Managed inventory systems to track tools and materials effectively.
- Facilitated communication between departments to enhance collaboration.
- Implemented safety protocols to ensure compliance with industry standards.
- Supported department efforts to develop and maintain systems.
- Assisted in the installation of hardware and software components for CNC Machines
- Maintained accurate records of all repairs performed on computers.
- Participated in meetings, providing technical insights and updates.
- Maintained up-to-date knowledge of technological advancements and industry trends.
- Provided customer and end-user support, resolving technical issues efficiently.
Event Coordinator
M/s 4S Remedies
03.2009 - 03.2011
- Organizing the industrial event - IMTEX – a Biennial event for major players to exhibit CNC/VMC/HMC machining centres specially Automotive Industry machines manufacturers
- Coordinated logistics for conferences, ensuring smooth execution of all event details.
- Collaborated with vendors to secure services and supplies for successful events.
- Developed event timelines and schedules to streamline planning processes.
- Managed registration processes, facilitating attendee check-in and support.
- Assisted in creating promotional materials to enhance event visibility and attendance.
- Oversaw on-site operations, addressing any issues that arose during events promptly.
- Evaluated event feedback to identify areas for future improvement and development.
- Created detailed reports outlining event planning progress, timelines, budgets, and other relevant information.
- Provided on-site support during the day of the event including problem solving if necessary.
- Developed event themes and concepts to ensure successful execution of events.
- Assisted guests throughout the duration of an event by providing directions or answering questions about available amenities.
- Collaborated with clients to identify their goals and expectations from the event.
- Coordinated with media personnel such as photographers and videographers for capturing important moments during the event.
- Planned various activities such as seminars, workshops or conferences related to the event theme or topic area.
- Coordinated with internal teams to ensure timely delivery of products and services for events.
- Analyzed data from previous events in order to improve future ones.
- Developed promotional materials such as flyers, brochures or posters for marketing purposes prior to each event.
- Led site walk-through and meetings prior with staff to discuss checklists and delegate assignments.
- Monitored budgeting process for each event to ensure cost efficiency.
- Organized vendor contracts, negotiated fees, and ensured compliance with all regulations.
- Facilitated meetings between vendors and clients in order to discuss overall project scope and timeline.
- Resolved unexpected issues and emergencies during events, maintaining poise and ensuring participant satisfaction.
- Tracked and reported on key metrics post-event, including attendance, revenue, and participant feedback, to assess success and areas for improvement.
- Worked with professional and trade associations to create memorable and successful events.
- Managed safe and smooth food delivery at banquets, conferences and social events.
Education
Bachelor of Engineering - EEE , Discontinued
Dr.Ambedkar Institute of Technology
Bangalore 05.2011 - 01.2015
Intermediate -
HJKP
SSLC -
HJKP
Skills
- Team building and management
- Client establishing and coordination
- Strategic planning and expertise in cost cutting techniques
- Ability to rapidly build relationship and set up trust
- Confident and Determined
- Highly aggressive in work strategy
- Ability to cope up with different situations
- Flexible and Optimistic
- Sales strategy
- Team building
- Data analysis
- Training development
- Problem solving
- Customer service
- Market research
- Relationship management
- Communication skills
- Performance evaluation
- Knowledge sharing
- Stakeholder engagement
- Expert problem solving
- Technical communication
- Machinery maintenance
- Root-cause analysis
- Risk management
- Compliance monitoring
- Team collaboration
- Quality assessment
- Team performance improvement
- Operational enhancement
- Advanced communication
- Quality assurance
- Maintenance and repair
- Supply management
- Management collaboration
- Resource allocation
- Emergency response
- Continuous improvement
- Failure management
- Technical troubleshooting
- Analytical thinking
- Process optimization
- Customer relations
- Marketing strategy
- Decision-making
- Self motivation
- Strategic planning
- Forecasting
- Contract negotiation
- Problem-solving aptitude
Languages
- Kannada
- English
- Hindi
- Telugu
- Tamil
Websites
Accomplishments
- Honored to serve as a Coordinator for Command Centre BBMP Bommanahalli Zone during COVID 19 pandemic in various dimensions such as Ambulance, Citizen coordination and HI.
- Honored to work as Corona Warrior (Coordinator and Volunteer) for Government of Karnataka in serving the citizens at the time of Covid 19 pandemic under Capt. Manivannan sir and Honorable Minister Sri B. Suresh Kumar and team.
- Worked as Covid 19 coordinator for Labor Department, Government of Karnataka in handling the social media (Twitter, Telegram and WhatsApp) for assisting the citizens at the time of Covid 19 pandemic.
- Actively participated in various inter-collegiate events.
- Successfully organized the mega delivery and mega sale events at Royal Enfield.
- Recognized as best sales executive and excellent in customer handling by Royal Enfield.
Hobbies and Interests
- Agriculture and farming
- Trekking
- Biking
- Fine arts
Timeline
Specialist
Glowtouch Technologies - UnifyCX
08.2022 - Current
Sr. Sales Executive
Blubble Pvt Ltd
02.2022 - 01.2023
CSE and Product Trainer
Bright technologies
07.2021 - 11.2021
Lead –Operations and Evas
VME, ECARMA
06.2020 - 06.2021
Manager (CRM)
M/s ATO (I) Ltd
05.2019 - 05.2020
Senior Executive
Bajaj finance ltd
04.2018 - 05.2019
Floor Sales Executive and Incharge Brand Champ and Ride Coordinator
M/s Accelerate Motors , A RECODE dealer for Royal Enfield
06.2017 - 04.2018
Technical Assistant
Flexspeed Machining Solutions Pvt. Ltd
11.2015 - 12.2016
Bachelor of Engineering - EEE , Discontinued
Dr.Ambedkar Institute of Technology
05.2011 - 01.2015
Event Coordinator
M/s 4S Remedies
03.2009 - 03.2011
Intermediate -
HJKP
SSLC -
HJKP