Mona Talwar Email & Phone Number

New Delhi, Dl, In

Gurugram, Haryana, India

Delhi, India

 Designing and overseeing all aspects of our digital marketing department including our marketing database, email, and display advertising campaigns. Developing and monitoring campaign budgets. Preparing accurate reports on our marketing campaign’s overall performance. Oversee the budget plans and track expenses of the call center. Assess performances with metrics like calls left waiting, calls missed, etc. Ensure that all employees adhere to the company policies and… Show more  Designing and overseeing all aspects of our digital marketing department including our marketing database, email, and display advertising campaigns. Developing and monitoring campaign budgets. Preparing accurate reports on our marketing campaign’s overall performance. Oversee the budget plans and track expenses of the call center. Assess performances with metrics like calls left waiting, calls missed, etc. Ensure that all employees adhere to the company policies and regulations. Prepare performance reports and report any issue to the management. Create a task list for the call Center daily activities and ensure they are achieved. Collect data and statistics at regular intervals (weekly, monthly, annually) and Analyze them to improve performances. Consolidate best practices across the industries around customer delight and drive new and innovative initiatives Complaint management Closing all the customer complaints in CRMDMS after appropriate resolution and CAPA. Track and monitor customer relations initiatives and provide guidance and course corrections to ensure high effectiveness of the CR programs and initiatives Show less

Delhi, India

Delhi Area, India

 Manage and direct all aspects of incoming calls across group (Nexa and Arena) Develop new procedures and inducements to address individual attendance. Supervised 15 Customer Service Executives and 70 Sales Representatives Consistently surpassed sales objective by > 15% Built rapport and trust quickly with clients and colleagues. Ensuring and achieving maximum profitability and effectiveness. Administrated quality of work checks by monitoring calls to ensure… Show more  Manage and direct all aspects of incoming calls across group (Nexa and Arena) Develop new procedures and inducements to address individual attendance. Supervised 15 Customer Service Executives and 70 Sales Representatives Consistently surpassed sales objective by > 15% Built rapport and trust quickly with clients and colleagues. Ensuring and achieving maximum profitability and effectiveness. Administrated quality of work checks by monitoring calls to ensure integrity, minimize errors and track operative performance Monitoring the performance of personnel, identified training needs and revamped working aids related to everyday duties Recorded statistics, user rates and the performance levels of the centre by preparing reports Ensured highest readiness maintaining staffing requirements, duties included shift patters and number of staff needed to meet demand. Ensuring resource schedules were managed and call response times acceptable Liased with senior management to develop the channel's strategic plans to ensure market and revenue growth Show less

New Delhi Area, India

 Leading and motivating the team to develop new business lines for the company through approaching new customers. Review corporate client requirements and plan approval to the team for execution. Prospect listing to ensure future business revenue pipeline strategy is planned. Business reviews of all accounts and new potentials customers with senior management. Maintain working relationships with the Customer Service Operations and Contract Logistics team to provide… Show more  Leading and motivating the team to develop new business lines for the company through approaching new customers. Review corporate client requirements and plan approval to the team for execution. Prospect listing to ensure future business revenue pipeline strategy is planned. Business reviews of all accounts and new potentials customers with senior management. Maintain working relationships with the Customer Service Operations and Contract Logistics team to provide consistent customer service. Undertake cross-selling and up-selling within existing customer base to further develop account potential through airfreight, sea freight, and road freight, value added products and contract logistics. Develop SOPs for strategic accounts in association with Site Manager, Operations Manager, IT Manager and associates internal colleagues where applicable, to detail all processes, rate structure, capturing of customer identified KPIs. Undertake sales presentations to customers to present the company and its products and services. Show less

Gurgaon, India

 Managing a team and responsible for identifying and connect with target organizations to facilitate opportunities for Business Development. Expand the referral and lead generation network with potential clients. Develop and manage marketing tools and collateral for existing and new clients. Meeting with key clients. Develop and maintain effective client relationships and manage expectations with existing and prospective clients Communicate negotiate externally using… Show more  Managing a team and responsible for identifying and connect with target organizations to facilitate opportunities for Business Development. Expand the referral and lead generation network with potential clients. Develop and manage marketing tools and collateral for existing and new clients. Meeting with key clients. Develop and maintain effective client relationships and manage expectations with existing and prospective clients Communicate negotiate externally using appropriate methods to facilitate the development of profitable business and sustainable relationships. Prepare documentation and proposals for clients Show less

New Delhi Area, India

 Locate and filter lead inquiries for those interested in education franchise. Propose a proposal to potential partners our customized franchise opportunities. Research business activity, industry trends and market competition. Develop negotiating strategies and position. Integrate our franchise business within company existing process. Examining risks and potentials, by estimating ROI city wise. Close new business deals by coordinating requirements developing and… Show more  Locate and filter lead inquiries for those interested in education franchise. Propose a proposal to potential partners our customized franchise opportunities. Research business activity, industry trends and market competition. Develop negotiating strategies and position. Integrate our franchise business within company existing process. Examining risks and potentials, by estimating ROI city wise. Close new business deals by coordinating requirements developing and negotiating contracts. Finalizing franchise agreement with clients. Protect organizations value by keeping information confidential. Makes operational recommendations or decisions as required. Show less

Delhi Area, India

 Handling team management Identified target leads and their decision makers for business meetings. Responsible for meeting individual and team goals and overall quality of service. Supporting and training team members to reach their full potential. Maintaining good staff relations through effective communication, discipline & motivation. Coordinating with department for any required changes in the franchise business proposal. Pro-actively hunt for target… Show more  Handling team management Identified target leads and their decision makers for business meetings. Responsible for meeting individual and team goals and overall quality of service. Supporting and training team members to reach their full potential. Maintaining good staff relations through effective communication, discipline & motivation. Coordinating with department for any required changes in the franchise business proposal. Pro-actively hunt for target organizations and establish communications with those businesses that can benefit from our Company’s services. Develop and manage franchise collateral for existing and new clients. Implement business models so as to create new business pipelines. Create and be accountable for all client proposals, contracts and any further documentation. Show less

Delhi Area, India

 Providing a comprehensive range of outsourced voice-based services (both in-bound and out-bound). Processing multiple industry verticals Upgrading personal knowledge with substantial amount of resources in training agents to achieve a better clarity of speech and improvement in the quality of language. Identifying human errors which are vulnerable in time-consuming during the training process of an evaluation/ assessment.  Taking challenges into consideration, with a voice… Show more  Providing a comprehensive range of outsourced voice-based services (both in-bound and out-bound). Processing multiple industry verticals Upgrading personal knowledge with substantial amount of resources in training agents to achieve a better clarity of speech and improvement in the quality of language. Identifying human errors which are vulnerable in time-consuming during the training process of an evaluation/ assessment.  Taking challenges into consideration, with a voice and accent training software.  Challenging efficient system which has less dependency on people. Upgrading personality with objective assessment of the voice and accent skills Show less