Akhil Sharma Email & Phone Number

Gurugram, Hr, In

Ahmedabad, Gujarat, India

• Create and execute effective strategies to generate leads that align with business goals and client needs.• Collaborate with key stakeholders to establish program objectives, target audiences, and performance metrics.• Lead and motivate cross-functional teams, including sales, marketing, content creation, and data analysis, to surpass lead generation targets.• Cultivate a collaborative and results-oriented team environment focused on exceeding lead generation goals.• Serve as… Show more • Create and execute effective strategies to generate leads that align with business goals and client needs.• Collaborate with key stakeholders to establish program objectives, target audiences, and performance metrics.• Lead and motivate cross-functional teams, including sales, marketing, content creation, and data analysis, to surpass lead generation targets.• Cultivate a collaborative and results-oriented team environment focused on exceeding lead generation goals.• Serve as the main point of contact for clients, understanding their unique requirements and ensuring lead generation programs meet their expectations.• Regularly update clients on program progress and provide performance metrics.• Oversee the entire process of lead generation campaigns, from concept to implementation and analysis.• Monitor and optimize campaign performance, continuously adapting to market trends for improved results.• Utilize data analytics tools to evaluate program effectiveness, identify trends, and offer actionable insights for optimization.• Develop and deliver comprehensive reports on program performance to both internal and external stakeholders.• Establish and maintain stringent quality assurance processes to ensure the delivery of high-quality leads to clients.• Continuously evaluate and enhance lead qualification criteria. Show less

Pune, Maharashtra, India

• Review operational metrics and processes making recommendations and changes to improve efficiency within the organization• Responsible for Key client deliverables and contractual SLA’s are met.• Interview candidates for key Operational positions and make hiring decisions• Ensure customer requests are responded to in a timely manner• Lead and govern the staffing and schedule requirements• Accomplish call center and human resource objectives by recruiting, selecting… Show more • Review operational metrics and processes making recommendations and changes to improve efficiency within the organization• Responsible for Key client deliverables and contractual SLA’s are met.• Interview candidates for key Operational positions and make hiring decisions• Ensure customer requests are responded to in a timely manner• Lead and govern the staffing and schedule requirements• Accomplish call center and human resource objectives by recruiting, selecting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions;• Assess the call-center performance by analyzing reports and summarizing data and trends.• Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.• Plans and monitors the resource deployment (team size, span, shift utilization, skill sets, technology rollout) and ongoing monitoring for specific processes to ensure operational compliance.• Overlook and govern operational Reviews, training, staffing plans and work allocation to achieve production targets.• Identifies training needs for TLs, reviews training plans created by the TLs for their teams and monitors training implementations to improve competency development across domain.• Reviews process specific quality plan including quality control, assurance, and improvement to create a comprehensive quality program.• Sign off scorecards for direct reportees, create KRA / KPI’s for the team to align with business objectives.• Stakeholder relationship management skills – coordinating with different functions and client contacts to provide customer delight• Conducts periodic reviews with teams, monitors daily performance and creates action plan to improve service delivery. Show less

Pune, Maharashtra, India

• Conducting performance reviews for the Team members.• Presenting team metrics in the MBR.• Coordinating with leaders on the team performance on a monthly basis.• Analyzing the overall performance along with leaders & building action plan for improvement or sustain improvement.• Identifying Projects for continues improvement in the process.• Collaborating with the LT to discuss the trends Hits & Misses for current month.• Identifying customer impacting issues… Show more • Conducting performance reviews for the Team members.• Presenting team metrics in the MBR.• Coordinating with leaders on the team performance on a monthly basis.• Analyzing the overall performance along with leaders & building action plan for improvement or sustain improvement.• Identifying Projects for continues improvement in the process.• Collaborating with the LT to discuss the trends Hits & Misses for current month.• Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate. Participates in cross-functional process improvement initiatives.• Assist in developing and implementing training programs to improve the quality and productivity of the team.• Leading and developing a team of 10 or more Associates and Specialists; responsible for the overall direction, performance management, coordination and evaluation of the team and manage the team and ensure high service delivery and execution• Responds to escalations, providing root cause analysis and recommendation. Develops remediation plan and drives to resolution with minimal guidance from Manager. Show less

Pune, Maharashtra, India

• End to End sales training for NHT and OJT• Managing leaves and roster for 90days from DOJ in co-ordination with the HR team.• Projects to improve conversion % and revenue for the organization by coaching BQ agents to meet their daily sales targets. Handling a team of 15 BQ FTE serving PIP to improve their performance as per business requirements with a through-put target of 98%.• Serve as a point of contact for assigned employees to provide holistic case management services… Show more • End to End sales training for NHT and OJT• Managing leaves and roster for 90days from DOJ in co-ordination with the HR team.• Projects to improve conversion % and revenue for the organization by coaching BQ agents to meet their daily sales targets. Handling a team of 15 BQ FTE serving PIP to improve their performance as per business requirements with a through-put target of 98%.• Serve as a point of contact for assigned employees to provide holistic case management services, including reviewing internal and external DOT and GSU cases to improve C-sat and curb customers complaints• Critically assess and adjust the case management plan to a customer’s changing needs • Mission related objectives, and deadlines Process Mapping• Error Trend and control reporting Historical Trend Analysis• Suggest process improvements and drive team to work differently but within process guidelines• Initiate and respond to inquiries about Product, Process and Policy• Identify and solve problems that may arise, sometimes with limited information Show less

Pune, Maharashtra, India

• Refine and improve the end-to-end customer journey with Fareportal, challenging the normal decisions to continuously and consistently deliver improvements in order to drive the growth of our customer base, elevate brand perception and guide the organization through consumer insights,• Handle critical-issue escalations and coordinate with multiple departments to resolve problems with satisfactory outcomes,• Ensures customer inquiries are being handled quickly & accurately across all… Show more • Refine and improve the end-to-end customer journey with Fareportal, challenging the normal decisions to continuously and consistently deliver improvements in order to drive the growth of our customer base, elevate brand perception and guide the organization through consumer insights,• Handle critical-issue escalations and coordinate with multiple departments to resolve problems with satisfactory outcomes,• Ensures customer inquiries are being handled quickly & accurately across all touchpoints (calls, emails, etc.),• Design and implement customer experiences that reflect the desired customer strategy, enhance satisfaction, and are profitable for the business,• Investigate root cause of customer experience shortfalls and initiate projects with cross functional teams to resolve them, Show less

Pune, Maharashtra, India

Responsible for all managing Operational SLA’s including SLA, FCR, Error ReductionConducts team meetings to update members on best practices and continuing expectationsProvides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaintsEscalation ManagementIdentifying Process gaps and work on identifying solutionsInterdepartmental communication for the process… Show more Responsible for all managing Operational SLA’s including SLA, FCR, Error ReductionConducts team meetings to update members on best practices and continuing expectationsProvides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaintsEscalation ManagementIdentifying Process gaps and work on identifying solutionsInterdepartmental communication for the process improvementAny other responsibilities that are assigned time to time. Show less

Kolkata Area, India

Be available to affect the entirety of the team's operations.Manage by walking around. Be visible to answer questions.Take calls that your agents can't handle and be available when an agent appears to need assistance.Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.Motivate and encourage agents through positive communication and feedbackBeing available to affect the entirety of the team's operations… Show more Be available to affect the entirety of the team's operations.Manage by walking around. Be visible to answer questions.Take calls that your agents can't handle and be available when an agent appears to need assistance.Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.Motivate and encourage agents through positive communication and feedbackBeing available to affect the entirety of the team's operations differentiates a supervisor from senior management. To effectively build call center culture, the supervisor is responsible for "on-the-floor" activities, and must be available to assist agents while they are "on-the-floor." Senior management has a role that involves less floor time.When call centers take supervisors away from the main floor for meetings, they are affecting time the supervisor can use to motivate his agents. The supervisor should spend the entire call center shift on the floor.(Conceptually, most managers understand this. On a practical basis, supervisors find themselves off the main floor, and in meetings, as much as 80% of their time!)Meet at least once each week with your team. At a minimum, review the following topics:Review the past week's events, including statistics, results and industry news.Disseminate new product information to the agents.Discuss a sales theme or point-of-interest topic for the agents.Introduce new staff members.Present commendations and awards.Communicate company information.Answer questions and comments.Provide agents with a glimpse of future weeks.Perform at least one monitoring evaluation with each agent every two weeksSpend 30 minutes to one hour monitoring the agent.Spend 20 to 30 minutes reviewing the agent's performance with the agent. Use a formal monitoring checklist.At the conclusion, copy the checklist and put it in the agent's fileGive the original checklist to the agent. Show less

Kolkata, West Bengal, India

worked as b2b on field sales representative. my goal was to get new business for the company for first 2 years and then after got promoted as Team supervisor was handling a team of 5 sales representatives. As supervisor my role was to handle day to day sales progress and helping to team members to achieve their individual montly target.