I work with motivated young professionals to develop their own leadership style..

Define and develop product strategy, leveraging customer research, experience and new technologies to build a merchant centric digital ecosystem in VietnamKey Responsibilities: • Define the product roadmap across different product lines and services offered to merchants and consumers• Design and delivery of customer experience blueprint across all business - communication, service and people• Work closely with the engineering team on refining and running the product development process.• Lead a team of PMs who are responsible owning customer insights, develop product propositions, lead journey design, create user stories and engage with engineering/ UI/UX designers / partners to deliver the product roadmap• Work closely with Growth team to drive adoption of platforms & user growth via client campaigns or via partners

- With a team of 10 direct reports and led over 3000 + sales force to achieve sales plans and key business goals across the brand and the market. - Analyze customer insights, consumer trends, sales best practices to build successful strategies. - Manage and develop client accounts to initiate and maintain positive relationships with key accounts and OEM. - Launched the customer self-onboarding origination process via the HCID mobile app, allowing consumers to be onboarded from anywhere, at any time resulting in 25% increase in customer acquisition - Built an agile approach to drive change, product and channel development.- Utilized technology well in running a large sales network, including lead distribution, performance tracking, and scorecards, for communication and sales management.

- Identified customer needs and captured business opportunities while consistently exceeding goals, building relationships and supporting superior customer experiences.- Developed customer journey maps and key measuring KPIs for all products through design thinking- Led major customer satisfaction improvement initiatives, including insurance claim procedure, payment reminder services, and customer complaint management.- Led crucial company-wide initiatives, including office expansion, 100% digital loan origination process for consumers, development of non-sales workforce distribution channel, and the use of big data for risk enhancements.

- Designed and administered the customer experience framework. - Established and monitored customer experience-related Key Performance Indicators based on industry standards and metrics. - Analysed and implemented new customer service programmes, tools, and resources.-Transactional NPS Management: Led the conception, assessment, and implementation of service improvements to propel growth and increase the Net Promoter Score from +37 in January 2015 to +70 in December 2017.- Enhanced customer communication methodologies across all channels throughout the customer's lifecycle.

-Led a team of 200 employees with 7 direct reports. Identified opportunities for sales process improvement; worked closely with sales management to inspect sales process quality and prioritised opportunities for improvement.-Developed and managed the Sales Performance Management Mobile Application for effective performance management across 1,000 or more sales organisations (managers and above role) making it 100% digital-Targeted 90% partner payments 10 days to 3 days through process improvement-Led the organisation's expansion from 200 to 7000+ points of sale within three years.

-Designed a sales hiring and training programme to provide a twofold increase in capacity utilisation and market entry speed.-Launched an internal mystery shopping programme to evaluate the efficacy of sales behaviour.-Designed and implemented the sales communication process to achieve unified company performance utilising technology for a sales network team of 5000 or more.-Led the deployment of an E-Learning platform for the scalability of training required for corporate growth.

Highlights:- Responsible for sales training implementation within the individual learning business for own and channel workforce.- Created and executed the annual sales training calendar in accordance with the revenue and enrolment targets- Designed and executed various sales tools for effective counseling.- Represented NIIT at various colleges connects PAN India evangelizing the importance of IT.- Established training and quality process for NIIT Customer Service Toll-Free number as a project lead.- Launched and executed the mystery shopping process for all NIIT centers - Designed and implemented the online NIIT sales counselor onboarding system- Managed implementation of an online lead management system to drive process efficiency.

Role:Delivering sales and process trainings ranging from outbound campaigns dealing in mortgage, wireless, landlines, VoIP to inbound customer care and semi technical both US and UKResponsible for recruiting new hiresDesigned and developed the On-Job training support program Prepare manuals and training methodologies for various programs to improve the training effectiveness.Maintain MIS of the entire Training Team, which tracks the lifecycle of a new hire from the date of joining till his 45th day in the campaign.Projects undertaken:End User satisfaction (Operations) Rejection Analysis (Operations)NFAR improvement (Operations) Throughput (Training)Wing to Wing Leakage and training performance (Training)Highlights:Represented the Training Team during various COPC AuditRecognized as the best trainer in terms of feedback scores, pass percentage and attrition

Role:Develop and deliver training modules on customer service and sales processes (credit card, mortgage). Train team members for both outbound and inbound campaigns.Involved in refresher training which involves monitoring old as well as new agents, identifying their areas of concern and coaching them in order to improve their skill sets and performance.Delivering soft skills as well as culture training to new hire recruits.Responsible for recruiting new hires

Role:Joined Hero ITES as a customer care representative. Part of the pilot team of various processes.Worked in various business to business as well as business to consumer campaigns.Trained on both outbound, inbound and web based campaignsRanked as one of the top performers in all the campaigns.