As a Business Development Manager at Way for Web, I drive growth and expand our client base in the competitive web development and digital marketing industry. My role involves identifying new business opportunities, cultivating and maintaining strong client relationships, and developing customized solutions that align with client objectives. I ensure that client goals and expectations are consistently met, delivering a positive experience throughout the entire process.

Business Development Executive (May 2011 – December 2011):Engaged in multiple projects aimed at acquiring new business for the company, including notable campaigns for City Power & Gas and Edu Online.Training & Development Manager (US) (2012 – 2014):Led the MDR (Merchant Discount Rates) campaign, managing a team of 30 employees.Drove operational excellence by ensuring quality, speed, and accuracy in meeting Service Level Agreements (SLAs).Assistant Operations Manager (US) (2014 – 2016):Coordinated with clients and participated in the Train the Trainer program during the launch of the Merchant Cash & Capital campaign.Successfully trained and expanded a team from 15 to 40 employees, overseeing all aspects of regulatory and process compliance, process transitions, and operational controls.Implemented best practices to enhance quality and productivity at all levels.Senior Operations Manager (UK) (2016 – Present):Lead a team of 25 energy consultants for the Business Energy (UK) campaign.Provided coaching, performance feedback, and quality monitoring to drive team excellence and resolve issues, fostering peak performance.Directed process reviews, risk analysis, and recommended strategies to mitigate risks and enhance operational efficiency.Spearheaded process improvement initiatives, ensuring maximum operational efficiency and continuous improvement.Managed training requirements, escalation, query management, and participated in process review meetings to drive improvements.

Provided technical support for Microsoft, specializing in setup and activation of Windows 7.Assisted customers in the U.S. with upgrading from Windows Vista to Windows 7, as well as performing fresh installations.Troubleshot and resolved activation and setup-related issues, ensuring a smooth and efficient customer experience.Consistently documented all resolution steps in Microsoft CRM to maintain accurate and comprehensive records.

Managed inbound calls from U.S. customers, effectively persuading them to purchase products and upselling additional or add-on items.Addressed after-sales concerns, particularly with dissatisfied customers, by providing solutions that encouraged them to retain the product or offering alternative deals.Engaged with customers on chat forums, swiftly responding to queries and generating sales by guiding them through the purchasing process step by step.Collaborated actively with the HR team to contribute ideas for maintaining a positive and energetic work environment.