Phagun Malhotra

Experienced Senior Team Manager in Shared Service with a track record of working in the BPO sector including Consultation sales Operations and Sales Manager. Highly skilled in creating and managing scaled sales operations, business coaching, and sales strategy.

incredibly driven, upbeat, and naturally a leader. Self-driven to achieve or surpass professional goals. Dedicated to improving departmental organisation and boosting productivity. Quick learner and a creative problem-solver.

SRG Asia Pacific Sdn Bhd SRG Asia Pacific Sdn Bhd

Full-time · 4 yrs 8 mos Full-time · 4 yrs 8 mos

Assistant Manager of Operations Assistant Manager of Operations

Dec 2021 - Present · 1 yr 5 mos Dec 2021 - Present · 1 yr 5 mos Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Lead, motivate, and manage a sales team to ensure that all performance goals are met on a regular basis.

Provide daily, weekly, monthly, and ad-hoc reports as needed by the Operations Management team and the client.

Review operations performance on a regular basis and be able to provide quick snapshots of operations health.

Analyze and interpret data, making recommendations to the Operations management team about staffing and performance needs.

Produce forecasts with data and documentation to back them up.

Individual performance measures should be recorded in a thorough and precise manner.

Create work schedules that accurately match resource deployment to job requirements, resulting in increased productivity and outcomes.

Attend and prepare for internal and external performance meetings.

Collaboration is key.

Ensure that important operational deliverables are met by the Operations Management team.

Examine the operations work procedures and make suggestions for improvement.

Review contact centre metrics and performance on a regular basis, and report results to Operations.

Management group

Ensure data accuracy and integrity.Lead, motivate, and manage a sales team to ensure that all performance goals are met on a regular basis. Provide daily, weekly, monthly, and ad-hoc reports as needed by the Operations Management team and the client. Review operations performance on a regular basis and be able to provide quick snapshots of operations health.

Analyze and interpret data, making recommendations to the Operations management team about staffing and performance needs. Produce forecasts with data and documentation to back them up. Individual performance measures should be recorded in a thorough and precise manner.

Create work schedules that accurately match resource deployment to job requirements, resulting in increased productivity and outcomes. Attend and prepare for internal and external performance meetings. Collaboration is key.

Ensure that important operational deliverables are met by the Operations Management team. Examine the operations work procedures and make suggestions for improvement. Review contact center metrics and performance on a regular basis, and report results to Operations.

Management group Ensure data accuracy and integrity.

Skills: Performance Management · Forecasting · Budgeting · Customer Retention · Team Management · Recruiting · Customer Service Management · Time Management · Negotiation · Contact Centers · International Sales · Contact Center Operations · Team Leadership · Sales Operations · Sales & Marketing · People Management · Problem Solving · Microsoft Power BI · Power bi · Sales Effectiveness · Sales Management · Sales Processes · Management · Sales · Direct Sales · Project Management · Microsoft Excel · Microsoft OfficeSkills: Performance Management · Forecasting · Budgeting · Customer Retention · Team Management · Recruiting · Customer Service Management · Time Management · Negotiation · Contact Centers · International Sales · Contact Center Operations · Team Leadership · Sales Operations · Sales & Marketing · People Management · Problem Solving · Microsoft Power BI · Power bi · Sales Effectiveness · Sales Management · Sales Processes · Management · Sales · Direct Sales · Project Management · Microsoft Excel · Microsoft Office

Acting Team Leader Acting Team Leader

Sep 2021 - Dec 2021 · 4 mos Sep 2021 - Dec 2021 · 4 MOs Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia · On-site Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia · On-site

Setting teams KPIs & coaching team members To delegate tasks to sales staff set daily, weekly, or monthly sales goals.

motivate employees to reach individual sales goals and encourage the staff to work better, rather than harder.

To train and coach the sales team.

Assists management with hiring processes.

To orient the new sales staff and focus on improving the job performance and sales of existing staff.

responsible for preparing and delivering sales reports to management.

Provides quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints

Train the team for better quality performance 'Soft skills".

Weekly Reporting on team performance (Call center+ business KPIs)Setting teams KPIs & coaching team members To delegate tasks to sales staff set daily, weekly, or monthly sales goals. motivate employees to reach individual sales goals and encourage the staff to work better, rather than harder. To train and coach the sales team. Assists management with hiring processes. To orient the new sales staff and focus on improving the job performance and sales of existing staff. responsible for preparing and delivering sales reports to management. Provides quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints Train the team for better quality performance 'Soft skills".

Weekly

Reporting on team performance (Call center+ business KPIs)

Skills: Performance Management · Forecasting · Budgeting · Customer Retention · Team Management · Recruiting · Customer Service Management · Time Management · Negotiation · Contact Centers · International Sales · Contact Center Operations · Team Leadership · Sales Operations · Sales & Marketing · People Management · Problem SolvingSkills: Performance Management · Forecasting · Budgeting · Customer Retention · Team Management · Recruiting · Customer Service Management · Time Management · Negotiation · Contact Centers · International Sales · Contact Center Operations · Team Leadership · Sales Operations · Sales & Marketing · People Management · Problem Solving

Sales ProfessionalSales Professional

Sep 2018 - Sep 2021 · 3 yrs 1 moSep 2018 - Sep 2021 · 3 yrs 1 moKuala Lumpur, MalaysiaKuala Lumpur, Malaysia

Calling existing and potential customers to persuade them to purchase company products and services.

Accurately recording details of customers’ purchase orders.

Processing all customer purchases accordingly.

Developing and sustaining solid relationships with customers to encourage Continuous business.

Using sales scripts proffered by the company to drive sales and respond to customer rejections.

Developing in-depth knowledge of customer products and services to make suitable recommendations based on customers' needs and preferences.

Continually meeting or exceeding daily and monthly targets with respect to call volume and sales. Calling existing and potential customers to persuade them to purchase company products and services. Accurately recording details of customers’ purchase orders.

Processing all customer purchases accordingly. Developing and sustaining solid relationships with customers to encourage Continuous business. Using sales scripts proffered by the company to drive sales and respond to customer rejections.

Developing in-depth knowledge of customer products and services to make suitable recommendations based on customers' needs and preferences. Continually meeting or exceeding daily and monthly targets with respect to call volume and sales.

Skills: Customer Retention · Customer Service Management · Contact Centers · International Sales · Contact Center Operations · Team Leadership · Sales Operations · Sales & Marketing · People Management · Problem Solving Skills: Customer Retention · Customer Service Management · Contact Centers · International Sales · Contact Center Operations · Team Leadership · Sales Operations · Sales & Marketing · People Management · Problem Solving

Team effortTeam effort The only great effort is a team effort The only great effort is a team effort

OPK INFOTECH PRIVATE LIMITED logo

Sales Representative(Canada Immigration)Sales Representative(Canada Immigration)

OPK INFOTECH PRIVATE LIMITED · Full-time OPK INFOTECH PRIVATE LIMITED · Full-time Oct 2016 - Oct 2018 · 2 yrs 1 mo Oct 2016 - Oct 2018 · 2 yrs 1 mo India · On-site India · On-site

Calling existing and potential customers to persuade them to purchase company products and services.

Accurately recording details of customers’ purchase orders.

Processing all customer purchases accordingly.

Developing and sustaining solid relationships with customers to encourage Continuous business.

Using sales scripts proffered by the company to drive sales and respond to customer rejections.

Developing in-depth knowledge of customer products and services to make suitable recommendations based on customers' needs and preferences.

Continually meeting or exceeding daily and monthly targets with respect to call volume and sales. Calling existing and potential customers to persuade them to purchase company products and services. Accurately recording details of customers’ purchase orders.

Processing all customer purchases accordingly. Developing and sustaining solid relationships with customers to encourage Continuous business. Using sales scripts proffered by the company to drive sales and respond to customer rejections.

Developing in-depth knowledge of customer products and services to make suitable recommendations based on customers' needs and preferences. Continually meeting or exceeding daily and monthly targets with respect to call volume and sales.

Skills: Customer Retention · Customer Service Management · Contact Centers · International Sales · Contact Center Operations · Team Leadership · Sales Operations · Sales & Marketing · People Management · Problem Solving Skills

Guru Gobind Singh Indraprastha UniversityGuru Gobind Singh Indraprastha University

Bachelor's degree, Computer Programming, Specific Applications Bachelor's degree, Computer Programming, Specific Applications 2012 - 2015

Skills: Time Management · Negotiation · Problem Solving