Develops strategic plan by understanding market opportunities; presenting assumptions; creating strategies, plans & objectives.Ensures implementation of the strategy designed to grow the business. Develops, reviews, updates and implements plans for Sales, Design, Operations, Financial Performance and People Performance.Increases team's effectiveness by recruiting, selecting, orienting, training, coaching, counselings, and disciplining managers; communicating values, strategies, and objectives; assigning accountability; planning, monitoring, and appraising job results; developing incentives; developing a climate for offering information and opinions; providing development & growth opportunities.Own all plans and strategies for developing business and achieving the company’s sales goalsAssists in the development of the sales plan. Prepares forecasts and KPI reporting for the sales leaders & sales executives.Work collaboratively across teams - including Tech, Product, and Marketing

Multiple Bank and Insurance domain

Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.• Play a significant role in long-term planning, including an initiative geared toward operational excellence.•Oversee overall management, planning, systems and controls.

.• Brands like Toshiba, Dell, and Acer etc. .. Antivirus like EDC, Norton, Microsoft Security Essential Anti Spyware and Malware bytes.. Applications like MS. Office, Open Office, Outlook Support. Browsers like Internet Explorers, Mozilla, Google Chrome and Opera. • Been Responsible for the Customer Experience Metric NPS to achieve on a Daily Basis.• Been also responsible for Team Motivation and Team Performance.• Been accountable for Attrition control and Team Absenteeism.• Been also into all the Team Manager Activities for Team Management.• Been in all sort of calibration with Client and Quality.• Been Responsible for all the Process level Initiatives like Leave Planner for 250 Agents.• Also Shadow 3 TL Intern for their Performance, Learning and Team Activities.• Also preparing the Glide Path for these TL Intern for the success in the current role.

I was there in Orange process and handling UK Client i.e Orange Telecommunications.Been in Inbound Customer Service of Orange Telecommunication.Worked for the client with latest WFM Application i.e. CCPulse.Been Responsible for the Customer Experience Metric NPS to achieve on a Daily Basis.Been also responsible for Team Motivation and Team Performance.Been accountable for Attrition control and Team Absenteeism.Been also into all the Team Manager Activities for Team Management.Been in all sort of calibration with Client and Quality.Been Responsible for all the Process level Initiatives like Leave Planner for 250 Agents.Also Shadow 3 TL Intern for their Performance, Learning and Team Activities.Also preparing the Glide Path for these TL Intern for the success in the current role.

1) Client Query Advisors responding to the Customers through the Mails. This contains all the customer query related to the Billing, Dispute, wrong Plan, Billing Cycle, Method of payment, Ongoing Issues with BT etc. 2) Mail Quality Audit TL and Quality Spoc randomly pick up mails and audit and rectify the error. Feedback shared with advisors and corrected Version sent to the Customer(Process Specific) 3) TAT Mails Should be responded in the fixed Turn Around Time to the customer to avoid any more Escalations from the Client & Customers. 4) HLC’s High level complaints which have gone to Otello and other Regulatory Authority directly comes to Team Leader and then assigned to the Team Members. Been dealing with such HLC’s within the TAT and able to resolve the case before it goes to legal. 5) Call Calibration with Client I have been going on client call with the total volumes received in the form of Email in CUB as a process and their completion. This review happens once in a Week. 6) Target 6 Mails per hour. Rewards & RecognitionsReceived the Best Team Leader award thrice in the total tenure, Got Best Team Leader for the Month of June’10.Two consecutive quarters JFM 08 & AMJ 08 zero attrition award (10000 Rs.)Won 75000 Rs Cash Reward as of now for the satisfaction scores delivered.I got the Best Virtual Trainer award in the Process training for Collection Process (PCU).Job Profile/Achievements (As an Advisor in HCL):∙    Been in Pilot Batch of P.C.U Business.∙    Been consistent performer in cracking Sales and Payments.∙    Interaction with U.K Customers regarding their Telephone bill payment.∙    Maintaining Performance Track  for the other team mates.∙    Sharing of best Sales and collection pitch to the whole team.∙    Received “Star of the Month” & “Achiever” award for consistent performance.∙    Always maintain high customer experience and quality.∙    Also mentoring and coaching new advisor on the floor.