Sandeep Panwar

Head Contact Center at Research Nester Pvt. Ltd (2020-12 – Present)

Managed the entire in-house call center operations, leading to a 15% increase in operational efficiency.
Collaborated with top management, achieving a 10% cost reduction and a 20% increase in revenue.
Achieved 110% of the revenue and customer service targets set by the business.
Improved sales conversion rate by 15% month-on-month through targeted training and process enhancements.
Conceptualized and implemented short and long-term plans, managing a team of 150 to exceed business targets by 20%.
Developed Business Continuity Plans, preventing business disruptions and maintaining 99.5% operational uptime.
Conducted business audits to drive efficiency, resulting in a 10% increase in operational effectiveness.
Assessed customer feedback to identify improvement areas, providing critical feedback that increased satisfaction by 12%.
Conducted performance appraisals, managed attrition and capacity planning, resulting in a 5% reduction in turnover.
Led initiatives that increased the center's profitability by 15%.
Identified performance gaps and implemented training programs enhancing operational efficiencies by 20%.

Contact Center Head at Sugal and Damani Utility Services Pvt. Ltd (2017-12 – 2020-11)

Managed the entire in-house contact center operations, increasing efficiency by 15% through best practices and protocols.
Collaborated with top management, achieving a 10% cost reduction and a 20% increase in revenue.
Consistently achieved 105% of the monthly revenue and sales conversion targets set by the business.
Built the sales team from scratch, achieving profitability within 9 months and surpassing sales targets by 10%.
Conceptualized and implemented short and long-term plans, leading a team to exceed business targets by 15%.
Developed Business Continuity Plans, maintaining 99.9% operational uptime during unforeseen events.
Fostered strong partnerships with service aggregators, improving operational cohesion and increasing partner retention by 10%.
Collaborated with various departments, improving coordination and reducing response times by 15%.
Conducted regular business audits to drive efficiency, increasing operational effectiveness by 10%.
Assessed customer feedback to identify areas for improvement, providing critical feedback that enhanced satisfaction by 12%.
Conducted performance appraisals, managed attrition, and capacity planning, resulting in a 5% reduction in turnover.
Implemented initiatives that boosted the center's profitability by 15%.
Identified performance gaps and conducted training programs, enhancing operational efficiencies by 20%.
Conducted weekly reviews with management on key deliverables, improving project tracking accuracy by 10%.

Team Leader Sales at Applect Learning Systems Pvt. Ltd (2014-11 – 2017-11)

Managed a team of education counsellors, increasing sales by 20% through targeted sales strategies for K-IIT/AIPMT students.
Achieved 120% of the team revenue target through effective sales techniques.
Exceeded the average ticket size and sales conversion targets by 20% month-on-month.
Drove customer satisfaction scores up by 15% through quality service and customer engagement initiatives.
Fostered team development through motivation and constructive feedback, improving team performance by 10%.
Identified training needs and enrolled team members in relevant programs, enhancing their skills and career development by 15%.
Published dashboards and MIS reports, improving transparency and tracking key performance indicators by 10%.
Hired, trained, and mentored new hires, reducing onboarding time by 20%.
Maintained call quality by monitoring calls and providing feedback, resulting in a 15% increase in call satisfaction scores.
Developed case studies on exception handling, improving situational judgment and problem-solving skills by 10%.

Senior Technical Support at Dell International Services (2009-01 – 2014-10)

Managed a team of customer support sales executives, increasing sales by 15% through effective strategies and performance tracking.
Consistently attained 110% of the team revenue target through strategic planning and execution.
Drove customer satisfaction scores up by 15% through targeted customer service initiatives.
Ensured the team met SLA targets consistently, resulting in a 10% improvement in service delivery times.
Managed team attrition and shrinkage, reducing turnover rates by 5%.
Fostered team development through motivation and constructive feedback, improving overall performance by 15%.
Identified training needs and enrolled team members in relevant programs, enhancing skills and career prospects by 15%.
Published dashboards and MIS reports, improving performance tracking and transparency by 10%.
Hired, trained, and mentored new hires, reducing onboarding time by 20%.
Maintained call quality by monitoring calls and providing feedback, leading to a 15% increase in call satisfaction scores.
Created case studies on exception handling, improving situational judgment and problem-solving skills by 10%.
Finalized monthly variable incentives, ensuring accurate and fair compensation, resulting in a 5% increase in staff retention.

Financial Service Consultant at ICICI Prudential (2006-06 – 2008-12)

Managed customer queries regarding insurance, mutual funds, d-mat accounts, and CASA accounts, achieving a 95% customer satisfaction rate.
Successfully converted 80% of customer queries into sales through effective communication and problem-solving techniques.
Consistently achieved 110% of the sales target through targeted sales strategies.
Prepared comprehensive weekly and monthly key reports, enhancing data accuracy and reporting efficiency by 15%, which contributed to improved decision-making.

About