Spearheaded the development and execution of the Business and Sales Excellence function, focusing on improving sales productivity, operational efficiency, and overall business performance.Drove strategic initiatives resulting in a 42% increase in revenue growth over 6 months by enhancing sales processes, optimizing resource allocation, and aligning sales efforts with market demands.Collaborated with senior leadership to redesign sales compensation models and incentive programs, contributing to a 80 % increase in salesforce motivation and retention.Implemented a comprehensive Sales Force Effectiveness (SFE) program that improved salesforce productivity by 70% and reduced customer acquisition costs.Led the deployment of Lean Six Sigma methodologies to streamline sales operations, resulting in a 88% reduction in sales cycle time and improved customer satisfaction scores.Managed the integration and adoption of CRM systems, driving a 85% improvement in data accuracy, forecasting, and customer relationship management.Led cross-functional teams (Sales, Marketing, Operations, and Finance) to identify growth opportunities, optimize workflows, and ensure seamless execution of key business initiatives.Developed and delivered tailored sales training programs to improve sales skills, product knowledge, and customer engagement strategies, increasing close rates %.

Lead the customer experience and support functions, enhancing satisfaction across 87% educational programs, including online courses, classroom learning, and hybrid programs.Develop and implement customer service strategies that have resulted in a 58% increase in student retention and satisfaction rates.Collaborate with cross-functional teams (marketing, product development, and instructional design) to deliver a seamless and effective learner journey.Monitor customer feedback, analyze trends, and create action plans to address gaps in service delivery, leading to a [percentage] reduction in complaints.Drive customer success initiatives, including onboarding processes, learning support, and student progress tracking.Mentor and lead a team of 7 customer service professionals, fostering a culture of service excellence and continuous improvement.Implemented a new CRM system, which improved response times by 85% and increased engagement in post-enrollment support programs.Key Achievements:----------------------Designed a customer feedback loop, improving actionable insights for program enhancements, leading to a 88% growth in positive feedback.Spearheaded a customer education campaign that increased program completion rates by 90%.

Developed and implemented comprehensive sales strategies focused on customer segmentation, market analysis, and competitive positioning, resulting in a 15% market share growth for clients.Conducted in-depth process assessments, identifying inefficiencies in supply chain management, procurement, and production workflows, leading to a 10% reduction in operating costs for several clients.Advised clients on implementing Lean Six Sigma principles, facilitating process improvements, and enhancing product quality while reducing cycle times by up to 30%.Collaborated with C-suite executives to design and roll out business excellence frameworks, ensuring alignment between operational capabilities and long-term strategic objectives.Led the adoption of advanced analytics tools and CRM systems to enhance client account management, resulting in a 20% increase in customer retention rates and improved sales forecasting accuracy.Delivered training and workshops to senior leadership teams on best practices in operational excellence, Lean manufacturing, and continuous improvement methodologies.Cultivated strong relationships with key stakeholders, including OEMs, distributors, and contractors, leading to long-term contracts.Led cross-functional teams in executing go-to-market strategies for new product lines, coordinating efforts between R&D, production, marketing, and sales to ensure timely product launches.Negotiated and secured large-scale contracts with international clients, optimizing pricing strategies and terms to maximize profitability.Streamlined the sales process by introducing automated systems for order tracking, customer communication, and performance reporting, reducing administrative workload by 15%.

• Automated the validation procedure of bookings in queue that reduce Turn-Around-Time from three days to same day ticketing and revenue realization.• Deputized by the CEO to the company’s ccv unit to resolve revenue losses due to cancelled bookings. Performed root cause analysis to identify pilferage issues and revamped process to reduce cancellation by 30%.• Evaluated and helped select new fraud and chargebacks screening tools like Accertify, Experian, White Page, Fraud.net.• Preparing roadmap, test estimation, tests plans/cases/scenarios for automation projects and performing integration, test driven development, Configuration management and continual improvement.• Interface with 3rd party vendors and other departments to ensure on-time Launch of initiatives, providing advisory to support new business initiatives,• Building SOPs, evangelizing best practices, and facilitating in resolution of Fraud/Chargeback related issues with trading partners• Summarized all key information regarding investigation into detailed report for management and fraud/Chargeback analytic team to create fraud rules for system.Success Examples:• Net chargeback rate after recoveries decreased 76 % as a percentage of sales from the 2016 baseline VS 2019 and true fraud chargeback rate decreased 90 % over same period.• Led 87% y-o-y growth in fraud saves from $28M in 2017 to $98M in 2019.• Savings of around $600M in loss prevention & new sales revenues to the Company.• Created 5,000 new fraud rules and repurposed legacy rules to net over $585M from chargeback losses and recovered sales revenues.

• Used Six Sigma tools and techniques to reduce defects, maximize service quality and eliminate steps that add no value to the process. Lean Six Sigma Project for “Customer Satisfaction” improved from 78% to 95%. Lean Six Sigma Project for “Quality Improvement for TELUS” improved from 83% to 95%. Successful implementation of “iPhone 6 Launch & Customer demand meet Model”• Developed an internal training program for new departments hires, increase productivity by 15% over 3 months.• Provide training to 60+ users on new processes suggested by management, increased adoption by 64% post implementation.

Competitive Intelligence & Market Research for Quatrro Global Services Project Details: This Project Covers sub Projects which are Following:Call Cost Reduction---increasing Customer Satisfaction, for competing with competitors.This Project helped me in understanding market and Usage of Competitive Intelligence as how to gain competitive edge over competitors using DMAIC methodology.

• Understanding business process management and business requirements of the customers and translating them to specific software requirements. • Understanding and documenting clients- business processes and requirements, performing root cause analysis, developing business cases. • Developed a relationship with partners clients, working with them to optimize and enhance our integration. • Communicated key insights and findings to the product team.