Client Excellence and Relationship Manager:

Emeritus/Mumbai/May 2017-Current

·        Set up the process of customer excellence and relations with a team of 14 PA’s.

·         Managing and resolving escalations from the school and the customers.

·         Liaising all communications between the school and the organization.

·        Ensuring every email and escalation is adhered and responded to within TAT.

·        Brought down the resolution time to 3 hours from 9 hours in 3 months.

Team Leader - Inbound Sales and Customer service:

·        Set up the complete inbound process for sales and inbound calls from 2 PAs to 18 PA’s.

·        Managing the complete inbound queue which includes deciding when and which queues to start and pause.

·        Ensuring maximum number of calls are answered and serviced. Achieved a 98% answer rate from a 40% answer rate in 3 months.

Team Leader - Outbound Sales:

·        Managing a team of 23 agents with 12 different courses which included 8 certificate and 4 Post Graduate Diploma courses with a total of 1,200+ enrolments per quarter with a ticket size of $1,750,000.

·        Ensuring that the team meets their sales goals every quarter.

·        Managing my teams KPI (Key Performance Indicators): Talk time, Number of dials, Conversion rate, Quality and Attendance.

·        Working closely with the marketing team and deciding on when and where to market for a course.

·        Managing Bottom Quartile and PIP for PAs to not only ensure that they come up the benchmark but also perform better once they are out of the management plan.

·        Handling supervisor calls and handling supervisor e-mails. Managing training sessions with new joiners.

·        Coming up with new strategies and execution plans to ensure that the number of sales picks up every quarter.

Program Advisor

Selling course, advising about courses and assisting customers:

·        Build and manage lead pipeline of multi discipline education programs from globally renowned Business Schools such as MIT Sloan, Columbia, Cambridge, NYU, etc.

·        Providing in depth and customized information to interested executives who enquire on comprehensive leadership development programs through phone and email.

·        Guiding and following up on program milestones, documentation, timelines and payments with customers.

·        Demonstrating abilities to leverage internal and external relations with other departments to move the lead through pipeline stages.

·        Mentoring, Training and Managing new team members with process knowledge and using the platform to ensure that they are updated with all process related queries.

Associate Consultant

Antal International/Mumbai/December 2015-February 2017

Business development, Head Hunting, Sourcing, Recruitment, End to End Recruitment and    Follow up process:

·        Sourcing candidates from Job Portals (Wisdom Jobs, Monster, Times Jobs, Shine, Naukri, etc.)

·        Screen ascertaining the competence of candidates against a job description Meeting candidates in person, telephone, or video conference etc. to assess their qualifications.

·        Keep your candidates in the loop.

·        Showing or offering candidate resume to hiring managers to scrutinize or consider hiring them.

Sales and customer care executive.

Tech Mahindra Business Services (3G Global)/Mumbai/October 2013-December 2015[U.K. Process]

Sales, Retention and Customer service:

·        Selling of phones and plans to the customer.

·        Advice the customer what best would suit their needs.

·        Handling teams, training new hires and providing with floor support.

·        Ensuring superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Sales and customer care executive.

JP Morgan Chase/Mumbai/October 2004-October 2013[U.S. Process]

Card activation and sales (8 years) & Collection process (1 year):

·        Handling inbound calls for customer service and credit card activation.

·        Reviewing the financial status of the card members.

·        Advising and promoting payment plans and in credit card payoffs.

·        Offering credit card protection plans and upselling insurance.

·        Counselling and advising on how to maintain credit stability.

·        Training team members on improving sales and customer relations.

Sales and customer care executive.

ICICI One source/Mumbai/July 2003-October 2004[U.K. Process]

Express gift Ltd process and Lloyd’s phone banking service process:

·        Placing gift orders, communicating and interacting with clients and solving queries related   to gift products, International Tele-Marketing.

·        End to end Phone Banking, Customer services, Communication and interaction with customers.

·        Managing and solving the leads end to end banking related queries.

Awards and Recognition till date:

·        Highest enrolments in Digital Marketing – Best ever in the company.

·        Superlative quality performances in customer service – Best across LOB’s.

·        Superior service team – Best service provided across LOB’s.

·        Trail blazer award – Highest balance transfer amount.

·        100% Quality – Achieving 100% on every call monitored in the quarter.

AVAILABLE FOR INTERVIEWS ON VISIT VISA