Experience

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  Tata ClassEdge

  • Mumbai, Maharashtra, India

  • Senior Manager Customer Experience

    • Sep 2021 - Jan 2024
    • Mumbai, Maharashtra, India

    Leading and managing the contact centre operations at the partner locationAnalyzing sales trends to identify popular products, subscription packs, and demographics for Applications and Online LIVE classesRespond promptly to customer inquiries, providing detailed information about products, services, and processes to build confidence and trustCollaborate closely with the sales team to support their goals and contribute to achieving revenue targetsIdentify key prospects and allocate them to regional heads based on zonesEffectively address customer objections and concerns, showcasing how the company's solutions can overcome potential challengesMaintain up-to-date customer interactions and related data in the Customer Relationship Management (CRM) systemEnsuring vendors comply with the code of conduct as per the contract termsServe as a product expert, demonstrating in-depth knowledge of the company's offerings and their ability to solve customer problemsDevelop standard operating procedures (SOPs), guidelines, and timelines for selection, and onboarding processesCollaborate with Sales, Marketing, Technical, Product, and Content development teams for seamless operationsAddress and resolve vendor grievances effectively and in a timely mannerReview and approve vendor invoices to ensure timely payments

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  WhiteHat Jr

  • Mumbai, Maharashtra, India

  • Sales Manager

    • Oct 2020 - Jul 2021
    • Mumbai, Maharashtra, India

    Initiating phone conversations with parents who have completed demo classes for their kids, addressing their inquiries, and showcasing the benefits of our servicesIntensely following up with prospects, ensuring effective nurturing of leads, and consistently striving to close sales within the sales cycleDiligently communicating and priming leads through various channels like email, WhatsApp, SMS, and calls to maintain engagement and build rapport.Achieving weekly sales targets in a high-pressure, performance-driven, and competitive environment.Continuously monitoring self-performance and contributing to team performance metrics, including conversion rate, average revenue generated per lead, and average revenue per sale.Contacting potential customers (parents and students) to schedule meetings and consultations.Providing counseling to students on learning pedagogies and personalized learning journeys, understanding their unique needs, and offering suitable solutions.

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  MYNEWCAR India

  • Mumbai Area, India

  • Head Of Operations

    • Apr 2018 - Jun 2018
    • Mumbai Area, India

    Formulating the sales strategy and taking accountability for achieving sales, exchange, finance, insurance, and leasing targetsCultivating and maintaining strong relationships with channel partners involved in offering services activitiesIdentifying gaps in the channel partner network and actively seeking new partnerships to expand reach and coverageMonitoring the sales processes to identify areas for improvement and implementing effective procedures for customer calls and sales practicesGenerating and presenting Management Information System (MIS) reports, analyzing sales strategy, and providing key observations to the management and board for strategic decision-makingCollaborating with the technology team to identify improvements and define requirements for enhancing the website and mobile applicationsWorking alongside the marketing manager to develop a comprehensive marketing strategyOverseeing the results of the marketing strategy and making necessary amendments as per market dynamicsEnsuring up-to-date CRM records and effectively managing the sales team for enhanced performance

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  CarWale

  • India
  • Motor Vehicle Manufacturing
  • 700 & Above Employee

  • Manager Sales and Operations

    • Apr 2011 - Mar 2018

    Manager - Handling around 50 team membersMain Duties:Responsible for establishing sales goals and objectives of the organizations Handled the First level calling for new cars – Mahindra, Tata, Skoda, Chevrolet, FiatImproving per person productivity by 25% resulting in additional 9 lacs of revenue every monthEnsuring all OEM leads are pushed with proper integration of APIs to the manufacturers Handled the auto loans for HDFC bank and Chola FinanceGenerating leads for insurance for various clients – Chola, Bharati Axa, Policy Boss

  • Assistant Manager

    • May 2008 - Mar 2011

    Main Duties:Established the Used car business in the third party contact centerImplemented strategic business plans and set sales targets through which we achieved sales goal of 2.5 croresUnderstanding the needs of the market while taking insights from product and marketing teamsIntroducing new modes of payment – Online / Offline to increase our reachIdentifying process gaps and improvising for betterment of the business – Effective seller and buyer communicationEngaging in Employee Satisfaction Management program for retentionConducting surveys, forming NPS questionnaire, benchmarking best practices

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  Infovision Group

  • Lower Parel, Mumbai

  • Team Leader

    • Mar 2006 - Mar 2008
    • Lower Parel, Mumbai

    Main Duties:Managing a team size of 30 agentsAcquire business banking relationships with small and medium-sized enterprisesUnderstanding the clients global banking needs in order to provide holistic financial solutions with the bankAdhere to the sales process and KYC norms of the bankHandled the Current accounts for Small and medium-sized enterprises and PLCC – Loan on credit cardsEnsuring that all customer applications and documents are submitted to the branchImproving floor level performance by extensive focus on under performersResponsible for all customer escalations Client Interactions and client ManagementCo-ordination with PAN India cities for lead feedbacks, confirmations and follow-upsHandled the recruitment for the processDesigning incentive plans as per the campaign

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  Zenta

  • Powai, Mumbai

  • Team Leader

    • Nov 2001 - Mar 2006
    • Powai, Mumbai

    Handled a team of 15 agents• Worked on migration of various projects such as Inbound (ISP), Credit card sales, Surveys and B2B lead generation projects• Successfully transition of new hires from process training to production through shortening of new hire learning curve• Implementing necessary changes in scripting, sales process, training, monitoring, leads, staffing and dialers as per the client requirement• Handled dialer at times for various process• Conducting employees performance reviews• Evaluating performance through reporting and remote call monitoring• Motivating and coaching internal sales people on how to achieve business sales target• Roistering the staff depending on the process requirement