Rodney Barnes

Since I come with a total of 20 years of customer service experience and sales, there is no situation that I haven’t come across and wasn’t able to handle either as an agent or even as a supervisor. I bring an immense wealth of knowledge from few of the best companies in the market even today. I can ensure that every team I manage and work with has always been the best and has got the most desired results across LOB’s.

Manager - Customer Service and Sales:

Morton Media/Dubai/November 2022 - August 2024

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
• Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
• Coordinated resources effectively to meet project deadlines and achieve desired results.
• Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
• Assisted in recruitment to build team of top performers.
• Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
• Developed risk management plans, minimizing potential project disruptions, and ensuring timely delivery.

Client Excellence and Relationship Leader:

Emeritus/Mumbai/May 2017-October 2022

• 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. 
• Handling full life cycle recruiting interfacing with hiring managers, Sourcing/pre-screening candidates, and tracking candidates via various job portals industry contacts & internal candidate database.

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. 

• 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.

High School Certification - Commerce