Sales & Revenue Generation :Leading AMC revenue generation division, account managers, and service specialists to drive growth and achieve annual revenue targets of 100 million INRSpearheading PAN India Annual Maintenance Contract (AMC) division, driving revenue growth andexceeding targets by 120% YoYDeveloped and implemented a comprehensive AMC sales strategy, increasing contract penetration by 90% and contributing to a 35% year-over-year revenue… Show more Sales & Revenue Generation :Leading AMC revenue generation division, account managers, and service specialists to drive growth and achieve annual revenue targets of 100 million INRSpearheading PAN India Annual Maintenance Contract (AMC) division, driving revenue growth andexceeding targets by 120% YoYDeveloped and implemented a comprehensive AMC sales strategy, increasing contract penetration by 90% and contributing to a 35% year-over-year revenue growthNegotiated high-value maintenance agreements with major clients, including customized service levels and SLAs, resulting in long-term revenue commitmentsLeading a high-performance team responsible for customer engagement, contract renewals, cross-selling and up-selling additional products/features/servicesManaged a portfolio of high-value clients, fostering relationships that led to a 25% year-over-year increase in repeat businessOperations and Customer Success :Spearheaded a team of customer service and relationship management professionals, achieving year-over-year improvement in customer satisfaction scoresLed the integration of a new CRM system that streamlined customer interaction, providing real-timeinsights that improved decision-makingImplemented a customer segmentation strategy, tailoring service offerings to high-value clients, which led to a 40% increase in upsell opportunities and a 30% reduction in churn ratesSpearheaded a company-wide customer service strategy that increased customer retention byand improved Net Promoter Score (NPS) by moving 40% passive customers to promoterswithin the first yearImplemented customer feedback systems, resulting in an overall increase in actionable insightsthat were used to drive product/service enhancementsIntroduced a tiered service model, allowing for faster resolution times and a reduction inaverage response timeDeveloped and executed a comprehensive customer loyalty program, increasing CLV customerlifetime value Show less

 Responsible to implement process improvement projects to deliver superior customer satisfaction Over all Operations and client relationship management , preparing and presenting Quarterly business reviews to MMT stakeholders Part of business development meets of MMT for providing ground level VOC for product and process improvements and executing new tool implementation for MMT BO Operations. Managing PNL for the processes by managing utilization and efficiency… Show more  Responsible to implement process improvement projects to deliver superior customer satisfaction Over all Operations and client relationship management , preparing and presenting Quarterly business reviews to MMT stakeholders Part of business development meets of MMT for providing ground level VOC for product and process improvements and executing new tool implementation for MMT BO Operations. Managing PNL for the processes by managing utilization and efficiency increaseFinalizing budget and SLA targets to agree on per FTE cost managing profitability for the quaterly programs. Managing scorecards, internal & external incentive plans for effective implementation of pay for performance model Ensuring attainment on Customer experience segments and improve FCR for incremental performance for Asat and NPS for program Leading UATs, suggesting gaps and resolutions to make tool more effective and reduce transaction cycle. Playing key role in minimizing technology limitations and breaches Show less

 Over all Operations and client relationship management Facilitating regular performance reviews with teams in order to manage the business. Managing Scorecard implementations to ensure effective implementation of Pay for Performance model for target attainment Overlooking aspect of optimizing operational and infra efficiency by effective man power management & seat utilization Audit the process right from the transaction to the process adherence in order to keep a health… Show more  Over all Operations and client relationship management Facilitating regular performance reviews with teams in order to manage the business. Managing Scorecard implementations to ensure effective implementation of Pay for Performance model for target attainment Overlooking aspect of optimizing operational and infra efficiency by effective man power management & seat utilization Audit the process right from the transaction to the process adherence in order to keep a health checks Responsible to derive KRAs in line with business key SLAs for fiscal years and also responsible for timely completion of Appraisal & confirmations for the teams Supervisory responsibilities in accordance with the organization's policies and applicable laws Managing and driving quality aspects of business by escalation management processes Show less

 Managing real time planning, forecasting and staffing basis Operational & SLA requirements Ensuring SLA achievements within given timelines adhering to defined quality matrices Coordinating with UK onsite teams for any new process update implementation Manage day to day operations, IT infra availability and reports for smooth functioning of the campaign Conduct regular team expectation meets for SMEs & Floor walker along with teams to discuss performance & quality. Also… Show more  Managing real time planning, forecasting and staffing basis Operational & SLA requirements Ensuring SLA achievements within given timelines adhering to defined quality matrices Coordinating with UK onsite teams for any new process update implementation Manage day to day operations, IT infra availability and reports for smooth functioning of the campaign Conduct regular team expectation meets for SMEs & Floor walker along with teams to discuss performance & quality. Also sharing management directions and business requirements Driving quality governance on Operations floor in sync with Internal Quality and training teams Regular reviews with Senior Operations Manager & on site clients for Operational risk management, SLA deliverables & forecasting Monitor, identify and resolve performance/behavior/ attendance issues prevailing in the team and help my people in paving a growth plan for future course of responsibilities Show less

 Handled on boarding of Sales and Marketing Campaigns for three regions Optimum skill based utilization and deployment of man power to attain the sales targets Prepare a robust risk management system which can identify operational and business risks Assessing training requirements for sales projects and ensuring Operational inputs catered via trainings to minimize the learning curve Identify process Gaps and bridge the same by identify training and developmental… Show more  Handled on boarding of Sales and Marketing Campaigns for three regions Optimum skill based utilization and deployment of man power to attain the sales targets Prepare a robust risk management system which can identify operational and business risks Assessing training requirements for sales projects and ensuring Operational inputs catered via trainings to minimize the learning curve Identify process Gaps and bridge the same by identify training and developmental needs Keep the operations manager informed of task accomplishments, issues, and status of project to date and provide guidance to the team based on management direction Assist IT department in completing user acceptance testing (UAT) of all applications Enhance seat utilization and reduce idle % Provide team with the vision of project objectives, motivate and inspire team members and effective counseling as needed A common goal and harnessing strategic and operational drives to deliver results Balance between cost effectiveness and revenue generation by enhancing sales work force Analyzing and tracking the market & competitor conditions surrounding processes such as industry trends, customer feel / needs and competition to innovate and improvise current selling environment Attending vendor calls and reviewing process performance, market trends and new strategy implementation Ensuring target based delivery for sales close rate and conversion, customer sat and revenues for given processes Ensuring effective BQ managements and implementing recovery action plans for revenue target attainment Develop a situation analysis for product / services including its strengths, weaknesses, opportunities and threats to assist in the development of a strategic plan for the future of the business Show less

 Strategic planning in conjunction with the business requirements in terms of staff availability, project specifications Involved in process migration and Business Development with emphasis on sales and quality aspects. The role entailed defining selection procedures, recruiting agents / Quality coaches and subsequently imparting sales training to them. It involved extensive calibrations on the quality expected by the end customer and the client. Responsible to design and implement… Show more  Strategic planning in conjunction with the business requirements in terms of staff availability, project specifications Involved in process migration and Business Development with emphasis on sales and quality aspects. The role entailed defining selection procedures, recruiting agents / Quality coaches and subsequently imparting sales training to them. It involved extensive calibrations on the quality expected by the end customer and the client. Responsible to design and implement effective incentive plans, contests and real time target based scorecard to drive sales delivery Understanding of systems, operational functions, contractual service level agreements were regular features of discussions during the stay. Later I was involved in setting up the business in India, ramp ups, streamlining of various functions etc. Arranging & handling client and vendor calls to discuss the lead management, man power and work force deployment and sales targets Continuous interaction with the client to ensure client specification adherence Working closely with the team to help support employee retention Show less