Experience

Pearson India

• India
• Education Administration Programs
• 200 - 300 Employee

• Senior Territory Manager

  • Nov 2011 - Present

  • Taking care of business development activities in Eastern region, generating regular business & achieving assigned business targets. • Driving marketing initiatives & managing the frontline Sales Team to achieve goals. • Establishing relationships with target Institutions & strategize alignment for business development. • Undertaking complete marketing intelligence & preparing marketing plan accordingly. • Enhance cross sell opportunity • Coordinating with Marketing & Product Development Teams for Brand Building & Institutional Alliance. • Channel Partner Management. • Relationship with Key Accounts. • Rapport Building with Principles. • Corporate Presenter. • Taking Regular feedback of students to understand gaps in deliverables. • To have regular brainstorming sessions with the teams and service champions for feedback on Service related areas • Champion for in-house news letter for Eastern region • To device spot rewards and recognition for team to enhance performance / productivity



Kuoni Group

• Switzerland
• Travel Arrangements
• 400 - 500 Employee

• Trainer / Faculty

  • Jun 2008 - Oct 2011

  • Corporate trainer • Reviewing training proposals to determine proposal feasibility in compliance with the approval authority. • Managing the core process cycle to ensure that adequate support is provided in the proposal development process. • Defining, implementing, managing and evaluating business development / marketing strategies to increase company profitability through Management Development Programs. • Leading the successful pursuit of business opportunities, resulting in the award of large training programs in the market place. • Conduct seminars



citifinancial

• Financial Services
• 200 - 300 Employee

• Regional Head East– Service & Quality

  • Jun 2004 - Apr 2008

  • Implementation of standard service processes across states through trainings. • Ensure satisfactory completion of internal / external audits without breaches • Enhance cross sell opportunities across products • Enhance the customer service experience by providing service at all branches through training service champions. • Achieve max retention percentage by providing customer options for Top up and benefits of continuation of the loans • Prioritize sensitive issues & follow up with all the Service Champions in the branches to get the Service issues resolved • Ensure that self and the service team is abreast of all changes in polices/product programs, processes and systems by organizing regular training programs. • To have regular brainstorming sessions with the teams and service champions for feedback on Service related areas • Awareness and implementation of Citigroup code of conduct and compliance policies • To motivate the team by implementing Employee spot reward programmes. • Periodical meeting with Team & service officer to acknowledge their concerns in regard with the Service Issues & also analyze their performance. Branch Manager – Consumer Business • Maintained branch Profitability as return on total assets • Implementation of perfect control in the branch to achieve flawless process resulting best turnaround to customers • Handling Credit underwriting process for the branch • Significant contribution to formulate and implement strategies to generate branch business. • Suggestion and implementation of new process and systems for new products launched in the market. • Risk analysis, audit for process perfection and documentation of the same in the branch. • Identify new opportunities through market & customer intelligence, thereby generating loans. • Projection, MIS reporting for bad portfolio, and prevention of portfolio from bad elements. • Handling channels for personal loan



Dalmia Consumer Care

• Kolkata Area, India

• Regional Corporate Communication Executive-East

  • Mar 2003 - May 2004

  • Corporate Communications & Public Relations • Communication strategy, formulation & development • Relationship manager for the media • Maintaining media contacts/press/broadcast media, at all levels like correspondent, social, city, news correspondent, feature writer, editors, columnist, consumer forum & local chambers of commerce • Industry association, management associations, local press club, conducting press conferences, event management, product launches, key visits, organizing events, exhibitions, competitions • Developing local co-lateral material & communication tools • Preparation & distribution of press releases • Understanding & familiarity of crisis management. • Scanning of media • Information dissemination to the regions • Handling the regional social voluntary work organization • In-house newsletter • Public Relations, Press relations, Publicity & client relationship management • Formulation of Marketing & Communications strategy • Liaison with Publication houses • Handling Press conferences, Press Releases (print & electronic media) • Handling Product launches



Amway

• United States
• Manufacturing
• 700 & Above Employee

• Senior Executive-Regional Distributor Customer Service

  • Mar 1998 - Feb 2003

  • Review & Monitor Regional Operations • Trainer-Training the Regional Customer Service team in all locations • Implementation of Service Excellence-ensuring uniformity & standardization of operations across locations • Identify new opportunities through market & customer intelligence • Competitor profiling & analysis • Predictive Analytics • Data driven & Retention marketing initiatives such as customer/distributor loyalty programs • Service quality feedback & analysis – assessment of service quality & identification of service gaps. • Functional, maintenance, training, 100% adherence & analysis/action & allocation of job responsibility in all locations • Conducting events/fairs, Distributor meets/presentations & rallies in all locations – eastern region • Knowledge custodian of all the processes & policies related to Customer Service • Collation of information to witness the genesis of a Customer Service Manual • Setting up new offices- identifying vendors for various operations, finalizing the franchisee for setting up operations off-location • Job Knowledge of Distributor Relations/Customer complaint handling & Teleservices • Imparting product training at times



Taj Hotels

• India
• Hospitality
• 700 & Above Employee

• Hospitality Manager

  • Jan 1996 - Mar 1998

  • Responsible for front office operations • Man management & job allocation • Handling priority accounts • Coordination & liaison with other Taj Properties • Responsible for the administration of the Club Floor (a premier floor open to members only) • Supervision & Handling of front office operations-reception, cash, information & travel desk • Relationship Management-Induce relationship building techniques to foster interpersonal relationships amongst employees as well as along the customer-employee interface