Gazala Parveen

Results-driven Sales Operations & Enablement Specialist with over 6 years of progressive experience spanning target-driven direct sales and advanced operations management across top-tier brands (Aakash Institute, MakeMyTrip, Teleperformance). Proven track record of operational excellence, highlighted by an internal merit promotion from frontline Direct Sales to Subject Matter Expert (SME) – Operations after consistently delivering exceptional performance. Expert in orchestrating end-to-end sales and support lifecycles, with hands-on functional expertise navigating enterprise platforms including Salesforce, Zoho, Ameyo, and Sapphire.

Exceptionally skilled at acting as the core cross-functional interface between frontline revenue metrics and technical product teams—translating real-time operational bottlenecks into workflow engineering solutions while training teams to exceed strict corporate SLAs.

Sales Enablement & Operations - Aakash Institute Pvt ltd - New Delhi, India

• Spearheaded high-volume operations pipelines, successfully managing Pipeline & Lead Management, Opportunity Conversion Optimization, High-Value Client Consultations, Customer Success Management
• Coordinated the cross-functional rollout of targeted operational campaigns (including specialized Crash Courses and Test Series), successfully translating corporate product updates into frontline execution strategies
• Process Optimization, SOP Creation & Auditing, Cross-Functional Liaison, Campaign & Product Launch Execution and quality dip checks with PKT, directly minimizing process-related errors across the floor
• Acted as the core operational interface to resolve real-time process bottlenecks; translated floor technical issues into descriptive bug feedback for system engineering teams
• Led strategic team meetings and process training sessions to cascade business changes, resolve functional knowledge gaps, and drive team competency scores
• Served as the primary strategic point of contact for nationwide complex branch coordination, resolving critical operational and high-priority customer escalations

Direct Sales Specialist - Aakash Institute Pvt ltd - New Delhi, India

• Achieved and exceeded monthly target and revenue targets by driving direct consultations with students and parents for premium course offerings
• Leveraged Salesforce CRM to manage a high-volume sales pipeline, track customer follow-up life cycles, and maximize opportunity-to-deal conversion rates

Operations / Customer Support Associate - MakeMyTrip - New Delhi, India

• Managed end-to-end customer success and booking operations for India's leading online travel group, ensuring strict compliance with dynamic service SLAs
• Handled high-priority customer escalations, reservation modifications, and contract cancellations with high data accuracy and customer satisfaction metrics
• Liaised with cross-functional internal product teams and global supply vendors to fix unexpected travel distribution and inventory bottlenecks instantly

Customer Experience / Operations Specialist - Teleperformance (Carlson Wagonlit Travel Account) - New Delhi, India

• Delivered premium operational assistance and specialized corporate logistics management for a premier global travel corporate account (CWT)
• Utilized business management tools and global ticketing distribution platforms to govern complex travel compliance parameters and executive-tier workflow escalations
• Consistently achieved top-ranking performance parameters in Quality Assurance audits, low average handle times (AHT), and client satisfaction parameters

Bachelor of Commerce - B.Com. - Delhi University (2019)