Sana Naaz
Sales Operations Manager at Scaler- Claim this Profile
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English Native or bilingual proficiency
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Hindi Native or bilingual proficiency
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Urdu Elementary proficiency
Topline Score
Bio
Elisha Roy
Sana is a great asset one can have in their organization. She's very focused, sincere, and positive towards her job. She is driven and understands her priorities at work. Will always exceed your expectations, strongly recommended!
Paritosh Nair
Sana has been an amazing manager and leader, guiding me and our team throughout the way. She is very enthusiastic, dedicated and relentless.
Elisha Roy
Sana is a great asset one can have in their organization. She's very focused, sincere, and positive towards her job. She is driven and understands her priorities at work. Will always exceed your expectations, strongly recommended!
Paritosh Nair
Sana has been an amazing manager and leader, guiding me and our team throughout the way. She is very enthusiastic, dedicated and relentless.
Elisha Roy
Sana is a great asset one can have in their organization. She's very focused, sincere, and positive towards her job. She is driven and understands her priorities at work. Will always exceed your expectations, strongly recommended!
Paritosh Nair
Sana has been an amazing manager and leader, guiding me and our team throughout the way. She is very enthusiastic, dedicated and relentless.
Elisha Roy
Sana is a great asset one can have in their organization. She's very focused, sincere, and positive towards her job. She is driven and understands her priorities at work. Will always exceed your expectations, strongly recommended!
Paritosh Nair
Sana has been an amazing manager and leader, guiding me and our team throughout the way. She is very enthusiastic, dedicated and relentless.
Credentials
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Foundations of Project Management
CourseraApr, 2022- Oct, 2024 -
Sales and CRM Overview
CourseraFeb, 2022- Oct, 2024 -
Work Smarter, Not Harder: Time Management for Personal & Professional Productivity
CourseraFeb, 2022- Oct, 2024 -
Effective Problem-Solving and Decision-Making
CourseraJan, 2022- Oct, 2024 -
Giving Helpful Feedback
CourseraJan, 2022- Oct, 2024 -
Excel Fundamentals for Data Analysis
CourseraOct, 2021- Oct, 2024 -
isoeh
Indian school of ethical Hacking kolkataJun, 2015- Oct, 2024 -
Android Application Development
HP
Experience
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Scaler
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India
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E-Learning Providers
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700 & Above Employee
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Sales Operations Manager
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Jun 2022 - Present
- As a results-oriented professional, I have gained diverse experience in post-sales process management, customer satisfaction, and cross-functional collaboration. -In my current role, I lead a team that is responsible for meeting daily SLAs, ensuring high quality, and escalating any exceptions promptly for resolution. This proactive approach has allowed us to consistently exceed our goals and maintain a high level of customer satisfaction. - I also identify and document gaps in the post-sales process and use strategic thinking to implement effective activities to improve customer satisfaction. -Working with multiple departments, including marketing and project management, I developed new strategies, content, and services that helped increase customer experience and retention. - I also use CRM data analytics to track and compare monthly inflows. This allows me to identify patterns and make data-driven decisions that benefited the business - Moreover, I analyzed and redesigned the pre-sales process in the Leadsquared platform, using data analytics to increase customer reach and enable the team to work smarter. By simplifying the process, we were able to achieve better results and increase efficiency. Show less
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BYJU'S
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India
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E-Learning Providers
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700 & Above Employee
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Process Specialist Manager
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Feb 2020 - Jun 2022
- Built the Process specialist team from 4 Employees to 80 Employees in 2020 and 2021 considering growth in the business needs.- Set the vision, direction, and culture of the 80-member team by managing individuals and setting productivity expectations and goals.- Delegated tasks and authority to Team leads and Assistant Managers after understanding their skill set to drive the team's productivity.- Participated in Salesforce(CRM Tool) implementation meetings and helped in testing the process flow of all Post sales departments including collection, retention, and mentoring teams.- Implemented and trained Individuals on the Salesforce platform and provided individual coaching feedback to improve their performance and efficiency.- Achieved organizational objectives by coordinating with other support functions to resolve customer concerns via CRM.- Assisted in the thought process while setting SOPS of newly launched user-oriented campaigns. Show less
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Team lead Process specialist
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Jun 2019 - Feb 2020
- Thorough knowledge of BYJU'S products for prompt resolution of queries via Freshdesk.- Handled escalated cases by coordinating with other operational departments and ensuring that an appropriate resolution is provided to the Cx within the given time frame resulting in reducing TAT from 72 hrs to 24 hours.- Managed the work of 20 employees, increasing team efficiency by 10%- Generated Process and analytical weekly reports and presented the interpreting insights to senior officials.- Developed and sustained a positive team environment that displays high levels of team spirit. Show less
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Senior Process Specialist
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Jul 2018 - Jun 2019
-Awarded with Performer of the Quarter twice-Maintained a positive, empathetic, and professional attitude toward customers at all times.-Resolved customer queries and complaints by analyzing the customer’s concerns and providing the appropriate resolution considering company policies.-Conducted a quality audit for the Post Sales Calling department to ensure customer resolution.
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Recruitments and Training - BDA
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Jan 2018 - Jul 2018
Worked for the recruitment team as a talent acquisition for operational associates and various other profiles and Hired 100+ employees.
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Business Development Associate
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Jan 2017 - Jan 2018
- As an individual contributor, I worked in a high-performance environment by closing 52 odd sales in 6 months- Contacted potential customers, and counseled the student on learning pedagogy.- Generated revenue for the company via a business to client approach. Developed a mindset of achieving targets, pressure-handling skills, and communication skills.
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Microsoft
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United States
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Software Development
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700 & Above Employee
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Microsoft Student Partner
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2015 - 2017
- Started a coding community in my region. - Participated in 24 hrs coding event and Hackathon with my team. - Participated in MSP meet at BITS Pilani in 2017 and got an opportunity to network with MSAs and MSPs from around the county to build a vision. - Started a coding community in my region. - Participated in 24 hrs coding event and Hackathon with my team. - Participated in MSP meet at BITS Pilani in 2017 and got an opportunity to network with MSAs and MSPs from around the county to build a vision.
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Education
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2013 - 2017
Tula's Institue of Engineering & Technology, Dehradun.
Bachelor of Technology (B.Tech.), Computer Science -
2011 - 2013
Children's Academy , Dehradun
Senior Secondary Education, Mathematics and Computer Science -
1999 - 2011
S.G.R.R. Public School, Dehradun
High School
Community
