Sales Management: Expertise in managing and supervising B2C sales activities, including setting revenue targets, tracking progress, and ensuring targets are met.Customer Service: Proven ability to address customer complaints effectively, ensuring high levels of customer satisfaction and loyalty.Team Leadership: Skilled in supervising employees, monitoring their performance, and managing employee scheduling to maintain operational efficiency.Initiative and Innovation: Demonstrated commitment to enhancing customer experience through the introduction of new initiatives, showcasing a proactive and innovative approach.Marketing Strategy: Proficient in planning, organizing, and executing marketing plans, collaborating with business partners, and keeping track of competitor activities to inform marketing strategies.Cross-Functional Collaboration: Strong aptitude for collaborating with cross-functional teams to ensure smooth operations and the alignment of strategies for optimal results.Market Analysis: Expertise in identifying market opportunities, particularly in expanding the brand's presence in high street markets, and mapping out potential areas for growth.Business Planning: Skilled in formulating and implementing comprehensive business plans, including goal setting, merchandising planning, marketing budget allocation, P&L accountability, and KPI monitoring.Strategic Partnerships: Proficient at building and maintaining strategic partnerships with business partners to achieve mutual goals and enhance the brand's reach.Result-Driven: Demonstrated ability to set and achieve targets, manage performance metrics, and drive tangible results in terms of revenue growth and operational success.Analytical Thinking: Capacity to analyze market trends, competitor activities, and sales data to inform strategic decision-making and fine-tune business plans

As an accomplished professional, I've had the privilege of overseeing the performance of a dynamic team within a prominent American multinational internet consumer-to-consumer corporation, catering to the unique demands of the Indian market. My role centers on driving excellence, ensuring consistent results that exceed expectations, and cultivating an environment that fosters high motivation levels among both team leaders and members. My ultimate aim is to create a competitive and conducive workspace that empowers every individual to reach their full potential.In my multifaceted role, I bear the responsibility of steering our team towards peak performance. This entails not only monitoring performance metrics but also ensuring that we consistently outperform Key Performance Indicators (KPIs). These KPIs span a spectrum of vital areas, ranging from meeting commercial targets and optimizing operational efficiency to enhancing customer experience and swiftly resolving any complaints that may arise.As a custodian of service quality, I'm dedicated to upholding the highest standards. This commitment is reflected in my role's involvement in internal audits and swift resolutions of onsite escalations. This vigilant quality assurance ensures that we not only adhere to operating guidelines but also consistently deliver top-notch service that aligns with our organization's ethos.Integral to my role is ensuring that we honor our contractual obligations. We must consistently deliver against contractual benchmarks, KPIs, and Service Level Agreements (SLAs). This entails setting performance targets, meticulously tracking progress, and continuously improving our operational excellence to surpass expectations.In essence, my role is pivotal in steering the success of our corporation by creating an empowered, high-performing team that consistently delivers exceptional results.

Process : - • Handled India's largest air-conditioning (AC) & commercial refrigeration company process (Inbound, Outbound ,email and back office)• Handled India's largest integrated private power utility process(Inbound Process)• Handled a joint venture two leading Public Sector Banks in India and leading Japanese Company in the Life Insurance market process(Inbound, Outbound and email )Job Responsibilities To ensure that overall team's performance is above expectations, consistently, and to maintain high motivation levels among the team leaders and team members by creating a competitive and conducive environment.Revenue Driven:• Target Indent Vs Delivery.• Seat Utilization and Occupancy Levels.• Complete understanding of Gross Margins, R&P, P&L,EBITA etcActivities• Meeting KPI’s on daily basis with regards to Commercials,• Efficiencies and Customer Experience & Complaints.• Meeting SLA’s of Service Level’s and Abandon %.• Internal Audits and Onsite Escalations. Adherence to Operating Guidelines• Delivery against the KPIs, SLAs and other contractually agreed targets.• Call Quality Scores, Call Calibration, Manager Call Evaluation,• Customer Experience Drives, Action Planning and Initiatives, Escalation and Corrective Action, C• Delivery against the Locked Forecast, Planned Vs Unplanned leavesvariance, Leave management, Leave Planning and Reporting for Shrinkage andAttrition.• Participation in Learning and Development Workshops (Internal andExternal). Time invested to Coach, Groom and up skill DRs for IJPs andPromotions.

Job ResponsibilitiesSet up of outbound process – Dialer understanding (Genesys) – Dialer logics as per processes. Calibrating client regarding the parameters to work upon different processes. To set up 15 different campaigns for smoother transition of process in the long run.Process enhancement & people management. Identifying & fixing the gaps as per client requirement. Achieving SL, finding solutions in achieving the targets even with less manpower. Coaching and mentoring TL’s to manage the floor efficiently. Processes Handled• Zero Usage calling• Voluntary Retention• MNP Calling• Winback calling • Churn FTR & Churn FLR• Sim Lost

Ensuring that product related updates / process related updates / focus areas of the contact center etc are communicated to the team members appropriately. • Having a Weekly/Monthly Review of the team performance with each of the team members. • To interact with the client services and the respective Circles, to ensure that the customers are validated as per the requirement. • To make a note of MAFI observations on a daily basis, along with the new updates, and create a daily briefing point sheet and to circulate the same to all the team leaders and CSR's. The same gets displayed on the circle notice board.