Alka B. Email & Phone Number

Gurgaon, Haryana, India

Gurgaon, Haryana, India

Gurgaon, India

New Delhi Area, India

Managing e-commerce consumer sales business with Team of 100+ as Manager - Retail Sales.Handle Multiple processes like Inbound Sales, Client Services, Outbound Sales, Retention Process and third party vendor.

New Delhi Area, India

Responsible for contribution of highest revenue to the company.Generate new business with corporate clients, Topper Partners.Handle 2 callcenters in Delhi , 1 in NCR with team of 80 agents and 5 TLsEnsured compliance to internal & external service quality standards and audit requirements.Manages overall personnel, performance, daily operations and discipline of the assigned teamReview and analysis of periodic reports and metrics with Business Partners, Team etc.Design Business Processes and Training Manual.Lead the team to deliver on desired results and acts in tandem with HR policies. Provide direction to staff; ensure resolution of problems; sets prioritiesDatabase Generation of target customersFunctions / Day to Day ActivitiesProductivity and Efficiency Monitoring & Analysis of ResourcesProvide Operational Feedback to Vertical HeadLook into and Resolve Customer Issues & EscalationsDesigned CRM Application and launched.Recruiting, training, coaching and counseling team members for the process and professional development.Responsible for designing all communications as Pitch for Executives.

Experience of over 8 years in different divisions of organization of different scale and the assignments have polished the skills as well as developed knowledge to handle different kinds of work situations. RESPONSIBILITY: Driving revenue growth from VAS portfolio and achieve annual revenue targets Product wise revenue planning through extensive data analysis to enhance service penetration and usage of all the VAS Introduction of offers and promotion schemes for VAS to drive sales through various channels Roll out and monitor various promotional schemes thru Call Center. Recruitment and training of Call Center Agents Quality checks on data as well as voice thru barging. Responsible to handle 2000 Sify Partners for their revenue growth as well as operational/technical operations. Control churn of subscription based VAS through backend activities such as telecalling, discount offers and special schemes.Responsibility as Business Analyst: Business Analyst with exceptional record of delivering accurate & consistent business information to Senior Management MIS Daily/Weekly/Monthly/ Quarterly report (Data & Graphical representation) for Senior Management. Co-ordinate with senior management for Targets and Incentives Planning.. Timely update of Sales Employee details to Head Office. MIS Maintenance, Call cycle audit, Maintenance of data quality Management (Name and Address Database) and ensure quality Database Management  Prepare presentations and business Analysis for Reviews with Business Head and Various Product Heads. Professional with more than 4 years experience in a management capacity within the Internet industry, including branch management.  Training of New Employees on Business Development ,New Sales Partner and café host Responsible for assisting management in finding out the areas of improvement & with special project as define by head of department

Experience of over 8 years in different divisions of organization of different scale and the assignments have polished the skills as well as developed knowledge to handle different kinds of work situations. Expertise in Business Analytics, Channel Management, Partner Management, Customer Relationship Management

Responsibilities:Response to customer calls within a minimum turn around time.Support operations for closure of calls to maintain a minimum lead time.Queries handling of friendly, non-friendly and aggressive customers.Maintaining low CRT%.Reports on calls tracking through in house developed CRM Package.Co-ordination activities in setting up call centers.Online support to customer through helpline, chats and e-mails.To Give (Software as well as Technical ) training to Agents.To prepare Reports on weekly and monthly basis.To work on software updation and test new software.Handle South and North teams of 30 agents for Support calls.

Education record

Hr, Secondary

M.C.A

B.Sc