Team Leader - Sales & Operations - Mango Tree Tech Limited - Delhi
(2025-10)
- Lead Sales and Recovery teams to achieve weekly and monthly conversion and revenue targets.
- Track KPIs, prepare performance reports, and implement corrective action plans to improve outcomes.
- Manage CRM operations using Zoho and NeoDove, including lead distribution, follow-ups, and data accuracy.
- Handle technical and operational requirements such as CRM configuration, access control, and workflow setup.
- Conduct R&D on cloud-based tools and platforms to support scalability, efficiency, and process improvements.
- Contribute to key decision-making for critical business processes, including workflow design and automation priorities.
- Manage and coordinate US and UK clients for project-based services, ensuring requirement gathering, delivery alignment, and stakeholder communication.
- Conduct daily huddles, one-on-one coaching, call audits, and performance reviews.
- Design and deliver training modules, workshops, and onboarding programs on CRM usage, sales processes, compliance, and communication.
- Handle HR coordination, including screening, shortlisting, interviewing candidates, and posting jobs on hiring platforms.
- Drive process automation by implementing automated lead flows, dashboards, and performance trackers.
- Developed KPIs, SOPs, and performance metrics to effectively monitor team performance, productivity, accountability, and operational efficiency.
- Manage LinkedIn page updates, employer branding, and webinar coordination to support hiring and brand visibility while ensuring smooth day-to-day operations.
Client Retention Manager | Team Lead - Provitt Consultants - Delhi
(2025-03 - 2025-06)
- Coached and guided team on client handling, communication standards, and process updates.
- Managed onboarding of new clients and ensured smooth support for existing ones through regular follow-ups and relationship building.
- Collaborated with Sales, Product, and Finance teams to resolve client issues and improve service delivery.
- Maintained CRM records, prepared weekly reports, and shared updates with management.
- Led a client retention team, coaching members on client handling, communication standards, and process updates.
- Drove client satisfaction and renewals through consistent relationship management and proactive support.
- Oversaw onboarding of new clients and ensured smooth resolution of escalations.
- Initiated process improvements to boost client retention rates and overall service quality.
Account Manager - Encore Capital Group - Gurgaon
(2023-09 - 2025-01)
- Managed a portfolio of U.S. consumers with focus on regulatory compliance, escalation handling, and policy adherence.
- Acted as the primary liaison for high-risk escalations, coordinating with legal, finance, and compliance teams.
- Trained and mentored junior associates on negotiation techniques, compliance, and service quality.
- Delivered monthly compliance and issue-resolution reports with strategic recommendations.
- Monitored daily team performance dashboards and shared insights with leadership to improve efficiency.
- Collaborated with the training team to create refresher modules on compliance and process updates.
- Handled sensitive financial negotiations, ensuring repayment solutions while maintaining ethical standards.
- Worked closely with process excellence team to identify workflow gaps and implement corrective actions.
Senior Associate – CRM & Loyalty Operations | Supervisor - Oberoi Group - Delhi
(2022-05 - 2023-08)
- Promoted to Acting Supervisor within 6 months for strong performance and leadership potential.
- Oversaw CRM-driven relationship management for elite loyalty program members.
- Handled escalations from premium guests and ensured quick redressal to maintain brand reputation.
- Supervised and coached junior associates on CRM systems, guest handling, and SOPs.
- Collaborated with Marketing, Loyalty, Guest Relations, and Finance teams to design engagement strategies.
- Played a key role in CRM transitions, testing, and rollout coordination.
- Prepared monthly loyalty program reports highlighting member trends, upgrades, and retention scores.
- Assisted leadership in loyalty campaign planning by sharing insights from guest feedback and booking patterns.
Admissions Intern - SGTB Khalsa College, Delhi University - Delhi
(2019 - 2019)
- Counseled incoming students and parents on course options.
- Assisted with enrollment formalities and documentation.
- Gained early exposure to student counseling, coordination, and people management.
