Sales Manager - Indian Eagle Pvt.Ltd
(2023-01)
- Lead a team of 6 team leads, overseeing a total of 120 associates. Provide direction, support, and mentorship to team leads, helping them develop their leadership skills and effectively manage their teams.
- Collaborate with team leads to set clear goals on Csat, NPS, Sales target, etc. and develop strategies that align with organizational objectives, ensuring that all teams are focused on achieving business priorities.
- Regularly monitor and evaluate the performance of team leads and their teams. Provide constructive feedback and coaching to improve individual and team performance, ensuring alignment with KPIs and organizational goals.
- Identify skills gaps and coordinate training and development programs for team leads and associates, Provide guidance, Share leadership experience, problem solving, fostering continuous professional growth and skill enhancement.
- Promote a positive, collaborative work culture by encouraging innovation, teamwork, and a shared sense of purpose. Drive employee engagement initiatives, such as rewards and recognition programs, to motivate and maintain a high level of morale across the teams.
- Actively participate in client meetings and provide updates on progress, performance, and key achievements. Conduct regular performance reviews with clients and team leads on a weekly, monthly, and quarterly basis.
- Participate in quality improvement projects to ensure compliance and minimize potential issues. Proactively address any challenges and implement solutions that enhance operational efficiency and service delivery.
- Oversee employee performance through work direction, performance evaluations, and counseling, ensuring continuous improvement and alignment with company expectations.
Assistant Manager - [24]7.ai
(2021-11 - 2023-01)
- Successfully managed a workforce of 350+ team members including 8 team leads, 8 subject matter experts (SMEs), process trainers, quality analysts and workforce management personnel.
- Oversee employee performance through work direction, performance evaluations, and counseling, ensuring continuous improvement and alignment with company expectations.
- Monitored and optimized daily operations across multiple teams, ensuring high productivity and adherence to quality standards. Identified operational bottlenecks and implemented solutions to ensure consistent service delivery and meet daily sales targets.
- Managed the flow of assignments and emails, ensuring timely responses and effective distribution of tasks. Monitored performance metrics and KPIs to evaluate team output and quality levels.
Team Leader - [24]7.ai
(2017-09 - 2021-11)
- Successfully managed bottom quartile (BQ) teams, providing targeted feedback and implementing action plans to drive performance improvements. Focused on identifying agent opportunities and delivering effective coaching to achieve performance goals.
- Awarded Best Team Leader 5 times for consistently delivering outstanding results, particularly in handling COT (Champions Of Tomorrow) teams and navigating complex team dynamics.
- Recipient of the Dream Team Award for successfully piloting a new launch and consistently achieving top-tier performance during critical program seasons, including Best Buy program.
- Recognized for maintaining a 0% attrition rate for over 7 consecutive quarters (2018-2019) as a Team Lead, showcasing exceptional talent retention and employee satisfaction.
- Ranked as a top-performing Team Leader from 2017 to 2019, consistently exceeding performance targets and contributing to the success of the program.
- Prepared and led Weekly Business Reviews (WBR) with clients, providing detailed updates on team performance, operational metrics, and strategic initiatives.
- Prepared and managed rosters for the line of business (LOB), collaborating closely with Workforce Management (WFM) and Transport teams to ensure accurate scheduling and resource allocation.
- Worked alongside the technical team to troubleshoot and resolve technical issues affecting team members, ensuring minimal disruption to daily operations and maintaining productivity.
Digital Interactive Specialist - [24]7.ai
(2014-12 - 2017-09)
- Provided expert advice to customers, helping them finalize their purchases of laptops, desktops, notebooks, and tablets. Delivered tailored recommendations to ensure customers selected the right products for their needs.
- Conducted online sales for clients in the USA, consistently achieving high conversion rates by leveraging strong product knowledge and delivering a positive, consultative customer experience.
- Best Agent for Customer Satisfaction (Aug 2016) - Recognized for exceptional customer service and consistently exceeding customer satisfaction expectations.
- Awarded for achieving the highest sales numbers in 2016, demonstrating a strong ability to drive sales while maintaining high quality service.
- Shortlisted as a trainer for process development at on site USA, selected for my ability to share knowledge and improve team performance through effective training and development.
- Recognized as a key resource for up-to-date technical knowledge on laptops, desktops, and related technologies, helping both customers and team members navigate complex product details and technical queries.
Customer care executive and Quality Analyst - TATA Business support services
(2011-08 - 2014-11)
- Provided technical support for Tata Photon email services, resolving customer issues efficiently and ensuring high levels of customer satisfaction.
- Awarded Best new hire agent within just three months of joining the organization, demonstrating exceptional problem-solving abilities and a strong commitment to customer service.
- Promoted to Briefing SPOC (Single Point of Contact) for the program, responsible for disseminating the latest telecom updates and ensuring the team was informed on the latest product and service developments.
- Promoted to Quality Analyst, where you monitored the emails and calls of agents to ensure adherence to quality standards, providing feedbacs and insights to improve team performance and maintain high service levels.
