Regional Head

• Jul 2021 - Present

Heading the Sales and Operations for Delhi – NCR, Chandigarh, Jaipur, Ahmedabad and Kolkata. The KRA’S include –Sales • Responsible for achieving revenue targets • Ensuring that the Sales Process – Lead nurturing using CRM to enrolment is followed as per the standard operating procedure • Product wise performance analysis of centers • Collection of student testimonials, reviews and scores Marketing• Collaborating with the Marketing team for planning the Digital Marketing campaigns for Lead generation • Planning and executing monthly outreach activities – ATL and BTL • Conducting seminars and webinars with schools and colleges • Organising Market segment focussed ( UG, MBA and Masters ) city level open seminars twice a year People Management • Working with the HR team on recruitments, new joinee onboarding• Planning and executing employee engagement initiatives • Implementation of learning and development programs • Performance management Center Operations • Batch scheduling • Implementation of SOP’s,maintaining center infrastructure Show less

Operations Manager

• Oct 2018 - Present

Senior Manager - Business Development

• Sep 2015 - Sep 2018

Center Manager

• Nov 2013 - Aug 2015

Director

• Jul 2011 - Oct 2013

•Functioned as Business Development Manager and Profit Centre Head •Involved in heading Education Service Centre under a franchisee license of Everonn Education Ltd •Assisted and provided career counseling activities in schools for students from class VII to Class X •Conducted Job fairs to B. Tech & MBA students and provided placement support services •Developed plans for managing/retaining talent inside organization and for improving leadership strength •Accountable for carrying out series of marketing activities to ensure visibility of Brand in Ambala District •Provided skill development and technical expertise solutions to educational institutions targeted towards increasing the employability of the students Show less

Regional Operations Head

• Oct 2007 - Jun 2011

•Directed, headed and supervised branch operations team for the Jharkhand & Chattisgarh Region •Involved in Maintaining Profitability of the branches of the Region by Customer Retention (policy conservation) in terms of the YTD renewal collection and ensured that the persistency remains above 85% (13th month) and 90 % (25th month) •Handled outbound telecalling team for the Renewal premium collection process •Set up the process and managed claims policy processing for centralized operations •Supervised regional processing center where new business acquisition and distribution operations processes are implemented for the entire region •Ensured structured performance reviews of all the team members by the COMs as per the periodicity mentioned in the COM goal sheet •Ensure 100% statutory & HR compliance of branches and a satisfactory NPS score for the region •Involved in monitoring and implementation of process for self audits and remote audits to ensure satisfactory ratings in all internal audits conducted by the organization •Monitoring the resource structure on quarterly basis and plan and review capacity •Accountable for handling and resolving facilities & administration related issues of branches in the region •Institutionalize aggressive cost reduction in operational methods •Managed and dealt with various agencies & vendors. Show less

Customer service manager

• 2006 - 2007

•Managed and handled underwriting and operations team. •Headed the 3 branches in North Gujarat and the Health vertical for the entire state of Gujarat •Ensured the consistent achievement of customer service levels and standards •Resolved and escalated customer service issues and reviewed the activities of the branch underwriting and branch operations team •Formulated and implemented customer service policies, procedures and maintained TAT’S in order to meet customer expectations •Underwritten high value cases & co coordinated with the central functions for smoother flow of proposals and timely issuance of the policies •Provided training sessions to the sales team as well as new joinees and ensured proper proposal form filling and minimizing of the rejections Show less

Team Leader

• Jul 2005 - Apr 2006

•Involved in managing the Business Development and Service delivery operations through a team of Service Delivery Coordinators and 11 “Airtel Relationship Centres” •Responsible for managing the dealer network at the ARC and generating sales as per the targets. •Accountable for providing training and development needs for the service delivery team and organized developmental programs for the same •Plan, assign and monitor work tasks for optimum team efficiency •Analyzed data to identify strategies for improvement of Sales,After sales service and productivity Show less

Team Leader- Relations and Retentions

• 2002 - 2005

•Handled customer relation management activities and lead a team of Relation Managers across Gujarat •Increased revenue by 8% every 6 months by new account acquisitions, cross selling & upselling •Maintained the churn level of these customers to less than 1.5% •Organized relationship building events (atleast 1 every month) •Successfully managed and headed Customer Service operations of North Gujarat through Hutch Shops •Established comprehensive customer data base and ensured that ROI for all the shops is at least 30% per annum through the post paid and prepaid connection sales and collections •Managed the relation & retention activities & controlling the churn below 3% •Involved in managing the verification agencies, retention agencies & welcome visits •Organized training programs & communication meets with the channel partners & agencies •Developed internal reputation for excellent customer service leadership •Coordinated focus groups and customer satisfaction surveys •Assisted in the training of new customer service representatives and associates •Ensuring that all the service requests, activations & complaints are processed within the stipulated Turn Around Time (TAT) Show less