Vivek Sharma

Results-driven sales and operations professional with over 6 years of experience in team leadership, customer service, and business operations across the BPO and healthcare industries. Proven track record of improving sales performance, managing high-performing teams, optimizing operational efficiency, and achieving business targets. Seeking a challenging leadership role where I can leverage my expertise in sales management, people development, process improvement, and client relationship management to contribute to organizational growth and success.

Sr. Team Leader - Reval Organic

(2024-10 - 2026-06)

• Managed day-to-day operations of the sales and digital promotions team, ensuring achievement of business objectives and revenue targets.
• Coordinated with the Digital Marketing team to optimize lead generation and improve campaign performance.
• Worked closely with the Logistics team to ensure timely order processing and customer satisfaction.
• Set individual and team sales targets based on historical performance and monitored progress through regular performance reviews.
• Shared hourly target-versus-achievement updates with stakeholders through WhatsApp groups and MIS dashboards.
• Monitored key operational metrics, including attrition, shrinkage, attendance, and productivity, to maximize team efficiency.
• Conducted regular coaching sessions, performance reviews, and motivational activities to improve team productivity and sales conversions.
• Prepared and presented weekly and monthly sales reports, performance analysis, and business insights to senior management.
• Resolved customer and operational escalations while ensuring compliance with company quality standards and service excellence.

Team Leader - KRM

(2023-05 - 2024-09)

• Led and managed a high-performing outbound sales team, ensuring consistent achievement of individual and team sales targets.
• Improved sales conversion from 6% to 12% within two months through performance monitoring, coaching, and process optimization.
• Monitored and controlled attrition, shrinkage, and attendance to maintain workforce efficiency.
• Conducted regular call audits and delivered real-time feedback to improve quality and customer interactions.
• Assigned sales targets based on individual performance and tracked daily productivity.
• Delivered product, sales, and quality training sessions to enhance team performance.
• Led pre-shift and post-shift huddles to communicate goals, updates, and performance expectations.
• Maintained floor discipline, ensured adherence to operational processes, and resolved team escalations.
• Prepared and shared daily EOD reports, performance dashboards, and MIS reports with senior management.
• Collaborated with cross-functional teams to improve customer experience and drive business growth.

Senior Executive & Team leader - Concentrix CONCENTRIX DAKSH (Macy's & Bloomingdale's Process)

(2021-08 - 2023-05)

• Led a team of customer support associates handling for Macy's and Bloomingdale's.
• Monitored team performance to ensure adherence to quality standards, productivity, and service level agreements (SLAs).
• Conducted regular quality audits and provided real-time coaching and feedback to improve performance.
• Managed shrinkage, absenteeism, and attrition by ensuring effective workforce planning and employee engagement.
• Handled customer escalations and ensured timely resolution of complex issues while maintaining high customer satisfaction.
• Conducted pre-shift and post-shift huddles to communicate daily goals, process updates, and performance expectations.
• Prepared and shared daily, weekly, and monthly performance reports with management.
• Coordinated with quality and operations teams to identify process improvement opportunities and drive operational excellence.

Executive - Tele Performance

(2020-01 - 2021-02)

• Promoted and sold RBL Credit Card products to prospective customers through outbound sales calls.
• Consistently achieved daily, weekly, and monthly sales targets while maintaining high productivity.
• Identified customer needs and recommended suitable credit card products based on eligibility.
• Built strong customer relationships through effective communication and professional service.
• Maintained accurate customer records and updated CRM systems after every interaction.
• Ensured compliance with company policies and banking regulations during the sales process.
• Maintained high quality and compliance scores by following standard operating procedures.

B.voc PT - Guru Nana Dev University (2018)

12th - PSEB (2012)