For the past decade, as Managing Director, I've steered a small business. I've tackled daily team challenges, crafted HR policies, instilled team ethics, and established company protocols. Regularly liaising with clients, chartered accountants, and the procurement team, I've meticulously outlined revenue generation strategies and expense management. In the last three years, I initiated a new Digital Marketing division, spearheading business development, overseeing operations, and managing HR activities. I maintain frequent client interactions and provide insights on business policies.

• Responsible for Leading a team of 15-20 Resolution Experts.• Leading Inside Sales Campaign (DOC,DTC and Gold Support)• Responsible for end to end delivery of all Sales and Resolution Metrics.• Responsible for frontline agents coaching, feedback & development activities.• Assist Area Manager to assure that performance goals as defined in the operational and financial plans are successfully achieved Weekly.• Manage sales pipeline• Assist Area Manager in Yearly Performance Management, Talent Management and Compensation review.• Directing and overseeing introduction of proactive management support programs and Incentive Plans for the Campaign Team.• Responsible for building strong Team relationship with team members, and encourage others to do the same.• Drive process improvements to enhance the operational efficiency of the site.• Ensure smooth transition / implementation of new process

Responsible for Leading a team of 15-20 Reps.Resolving Technical and Sales Queries for the Team.Responsible for maintaining resolution matrix of 80%+ for the Team. Responsible for Sales and Maintaining RPC of $25.Responsible for resolving escalated calls by irate customers.Taking Team meetings and develop plans to meet organisational goals of CE, XPR and Revenue.Identify the BQ and work with them to increase team's performance.Presenting weekly, Monthly and Quarterly reports to AM, Manager and TSS Manager.Taking regular 1x1 with Team Members.

Senior Call Taking role.Answering queries of irate customers and 2nd Level Escalation.Mentoring New hires.Assisting TSS in resolving issues and finding fixes.Assisting L3 in resolving hardware issues concerned to Dell Laptops and Desktops.

Responsible for answering Technical Queries of Dell customers (Desktop and Laptop)Resolving issues over the phone.

Responsible for Selling AT&T calling cards to US Customers.