NASP Certified: Professional Sales Leader (CPSL). Highly developed communicator with outstanding capabilities in complex problem-solving and conflict resolution.
Results-driven Operations Manager with over 10 years of experience optimizing sales operations, streamlining processes, and driving revenue growth. Expert in managing cross-functional teams, implementing efficient workflows, and developing strategies that align with business objectives. Proven track record of enhancing customer satisfaction, reducing costs, and improving operational efficiency through data analysis and innovative solutions. Skilled in forecasting, performance analysis, and using CRM tools to improve sales performance.Committed to achieving targets while fostering a positive, productive work environment..
Overview
18
18
years of professional experience
1
1
Certification
Work History
Client Operations Manager
Teleperformance Pvt Ltd
Mumbai
06.2024 - Current
HSBC - Personal Loan, Overdraft and Credit Card Sales
Oversee and streamline daily sales operations to ensure efficient workflows.
Develop and implement sales strategies to improve overall productivity and sales performance.
Monitor and manage sales targets and key performance indicators (KPIs).
Ensure the sales team has the necessary resources, tools, and training for success.
Identify and implement process improvements to optimize sales operations and workflows.
Develop and maintain standard operating procedures for the sales team.
Track and assess sales processes, and suggest strategies for better efficiency.
Analyze sales data, trends, and performance metrics to provide actionable insights.
Prepare and present regular sales reports for senior management.
Monitor sales forecasting and pipeline management, ensuring accurate and timely data.
Manage the sales department budget, ensuring the effective allocation of resources.
Oversee the procurement of tools, software, and other resources for the sales team.
Monitor expenses, and work to reduce costs while maintaining sales performance.
Work closely with the marketing team to align sales strategies with marketing campaigns.
Collaborate with the product team to ensure a smooth transition of new products to the market.
Help drive cross-functional collaboration to achieve company-wide objectives.
Develop and manage accurate sales forecasts to align with organizational goals.
Contribute to long-term sales planning and budgeting efforts.
Ensure alignment between sales targets and overall business strategy.
Ensure compliance with all company policies, industry regulations, and sales processes.
Identify risks within the sales operations and take proactive measures to mitigate them.
Assistant Manager - Operations
Whitehat Jr Education Technology Private Limited
Mumbai
05.2020 - 06.2024
Calls, Chats (Zendesk Chat) and Emails (Salesforce)
Developed and rolled out new policies designed to bolster productivity
Delegated daily tasks to employees, streamlining daily progress and efficiency
Directed strategic workforce planning, performance management, and benefits administration
Trained and guided team members to maintain high productivity and performance metrics
Trained new employees on proper protocols and customer service standards
Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer
Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay
Uphold great standards of leadership for employees, consistently leading by example for best-in-class Customer service
Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues
Monitored over 12 employees' day-to-day activities and made plans to rectify issues
Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality
Developed and implemented strategies to reduce employee turnover, resulting in an 11% reduction in attrition
Deputy Manager-Sales
Go Holidays Pvt LTD
Mumbai
11.2019 - 05.2020
Calls and Emails (Yandex mail)
Closing leads with appropriate offers
Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
Conferred with customers each day to maintain current understanding of needs and preferences, resolve issues and promote brand loyalty
Stayed up to date on changing product and service options to provide topnotch support to customers and employees
Devised, deployed and monitored processes to boost long-term business success and increase profit levels
Created reports, analyzed and interpreted data, including expenses, competition information, and revenues
Enhanced supervisory and leadership abilities by working closely with mentoring Team Leaders and Assistant Managers
Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands
Maintained, documented and presented progress reports to leaders
Partnered with upper management in executing functional strategies and reporting capabilities
Analyzed and reported performance data, translating findings into practical improvement actions
Trained and mentored sales representatives on effective sales techniques, resulting in an increase in sales closures by 6%
Team Leader
Q Conneqt Business Solutions
Thane
02.2017 - 11.2019
Calls ( Aspect Dialer)
Preparing and publishing reports to client as per requirements
Maintaining and updating daily data on dialer (Aspect)
Conducting daily briefings to share team performance and targets
Set up and calibrated machinery to meet specific production requirements and meet desired tolerances
Led team of 45 members while providing exceptional customer service
Implemented new working processes which delivered continued improvements
Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
Facilitated training for associates through daily coaching and regular performance appraisals
Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals
Mentored and guided employees to foster proper completion of assigned duties
Developed strategies for problem solving and conflict resolution among team members
Conducted regular performance reviews to assess individual team member progress
Team Leader
Epicenter Technologies Pvt Ltd
Thane
03.2014 - 02.2017
Process: Cash 4 U ( Cash Loan Collections)
Strategizing and preparing CLI (Calling Line Inbound) for inbound services
Led team of 17 members while providing exceptional customer service
Implemented new working processes which delivered continued improvements
Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
Facilitated training for associates through daily coaching and regular performance appraisals
Optimized customer support by establishing collaborative service environment
Positioned as go-to person for up to all staff members, troubleshooting complex administrative and training issues promptly
Mentored and guided employees to foster proper completion of assigned duties
Initiated timely response to emails, voicemails and written correspondence
Established open and professional relationships with team members which helped resolve issues and conflicts quickly
Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values
Worked with Quality team to create quality parameters and training materials
Provided constructive criticism regarding quality assurance on collections team phone calls
Publishing Salary Tracker and Attendance tracker
Senior Customer Relationship Associate
Epicenter Technologies Pvt Ltd
Thane
12.2012 - 02.2014
Handling 3 collection buckets
Exceeded goals through effective task prioritization and great work ethic
Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
Worked flexible hours; night, weekend, and holiday shifts
Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
Proved successful working within tight deadlines and fast-paced atmosphere
Fraud Analyst
Epicenter Technologies Pvt Ltd
Thane
10.2011 - 06.2012
Process: Plastic Jungle (Gift Card)
Analyzed large amounts of data to find patterns of fraud and anomalies
Reporting fraudulent transactions to US (United States) team
Blocking fraud accounts permanently
Contacted customers directly to notify of fraudulent activity and minimize impacts
Maintained energy and enthusiasm in fast-paced environment
Exceeded goals through effective task prioritization and great work ethic
Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
Summarized all key information regarding investigation into detailed report for delivery to client
Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination
Fraud Analyst
Intelenet Group of Companies Pvt. Ltd
Mumbai
07.2007 - 10.2011
Process: Barclays Bank
Contacted customers directly to notify of fraudulent activity and minimize impacts
Summarized all key information regarding investigation into detailed report for delivery to client
Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
Analyzed large amounts of data to find patterns of fraud and anomalies
Prepared variety of different written communications, reports and documents to ensure smooth operations
Maintained energy and enthusiasm in fast-paced environment
Managed 900 transactions per day
Provided exemplary level of customer service to all individuals, including clients and company personnel
Summarized all key information regarding investigation into detailed report for delivery to client
Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
Education
BBA - Business Administration
Bachelor in Business Administration
Mumbai
08-2024
Certified Professional Sales Leader -
National Association of Sales Professionals
08.2023
Certified Professional Sales Person -
National Association of Sales Professionals
01.2023
Skills
Effective Time Management
Ability to Work Under Pressure
Critical thinking and problem solving
Leadership and Teamwork
Mentoring
Sales
Sales Strategy
Sales Planning
Sales Leadership
Business planning
Operations management
Training & Development
Sales Tracking
Staff Management
Lead Generation
Sales Reporting
Sales process
Direct Sales
Sales strategy development
Sales operations
Sales expertise
Sales Coaching
Proficient in Aspect
Proficient in AWS
Proficient in Talkdesk
Chat Process
Email Process
Performance analytics
Project management
Forecasting and scheduling
Certification
Certified Professional Sales Leader, National Association of Sales Professionals, 01/2023
Business Communication, Mumbai, 06/2015
Understanding Basic Charts, Mumbai, 07/2015
Effective Feedback Mechanism, Mumbai, 08/2015
Train the Trainer Workshop, Mumbai, 09/2015
Email Etiquette, Mumbai, 10/2010
Mentoring and Coaching, Mumbai, 01/2016
MS Excel, Mumbai, 02/2016
Accomplishments
Best Fraud Analyst for the month 3 times in the year 2010 and 2 times in the year 2011
Highest Collection in all buckets 4 times in year 2013, 2 times in year 2014
Best Team Leader- Collections for Quarter in Year 2015, 2016 and 2017
Best Team Leader- Sales for Quarter in the year 2019
Appreciation received from the client for Identifying issues related to sales and increasing sale to double in year 2019