Vikramaditya Sethi Email & Phone Number

Delhi, India

Responsible to manage the Dental helpline at clove dental. Manage day to day operations of the contact center. Work towards improving the lead to footfall ratio, while maintaining quality patient care

Noida, Uttar Pradesh

Responsible for B2B collections, Account payable, Order to Cash.Build relationships with CEO, CXO of IVF centers Pan India, for smooth collections. Laid down SOPs for the collection process, executed strategy to recover amounts from ageing accounts.Laid down SOPs for quality analysis and set forth the quality benchmarks for Sales, Customer care and Lead generation. Streamlined the collection process by automating, invoicing, patient pipelines and OTC thus making the process more transparent and accountable. Introduced credit rating based on payment history and sales conversion of the centers, which enabled higher revenue generation for sales and collections.

Noida Area, India

V Resorts is a premium botique chain of resorts with over 150 resorts pan India. 1. Manage the day to day operations of the contact center.2. Responsible to drive room sales through all sources, Inbound, outbound, email and chat. 3. Responaible to drive occupancy and ARR of the resorts as per the set budgeting. 4. Responsible to enhance NPS and CSAT by analyzing the voice of the customer, and recommedning and executing change at the resorts/teams. 5. Manage the vendor contact center and drive revenue and sales. 6. Build and leverage relationships with the property owners to enhance customer experience.7. Manage escalation and drive first call resolution within the team.8. Manage attrition and disputes between team members.

New Delhi Area, India

1. Conceptualized the hyperlocal deliveries platform.2. Responsibilities included but not limited to business development, new client acqusition and sales.3. Managed day to day operations of the riders, added drivers to meet the increasing demand of deliveries.4. Responsible to understand the market and project the demand to supply, and control the bottom line.

Gurgaon, India

Manage sales and marketing for Accor hotels loyalty sales program for north India, Accor is the largest hotel chain in Asia Pacific and second largest hotel group in the world. •Manage the day to day operations and delivery of the program as per the defined budgets.•Identifying new market segments and tapping profitable business opportunities in B2B & B2C segment.•Maintaining excellent relations with clients/customers to generate avenues for further business.•Manage and control employee attrition, increase employ motivation by conceptualizing and executing incentive programs. •As an operations manager I provide leadership, coaching, guidance, management and support to team and ensure that the KPI are met in accordance to the set SLAs. •Accountable for costing, profit and loss and reimbursement of the program.

New Delhi

Lead and managed the telesales operations for Marriot and Hilton membership sales. Supported by 1 AM and 1 team leader as direct reports. Responsible for target achievement of new sales and renewals, from telesales and other sales channels. Recruitment and training of new staff. Client interaction, incentive planning. Managing day to day business operations of the shop floor.

New Delhi Area, India

Recruited by the biggest domestic BPO to manage the ICICI Lombard health insurance telesales process. Over the years managed ICICI prudential and HSBC credit card protection telesales process. Overall responsibility to manage sales, revenue and Profit and Loss. Direct responsibility to manage 3 team leaders, 2 quality analyst and one trainer. Revived struggling operation a turnaround success story. Revamped sales strategy, implemented effective training strategies, managed high-performance sales team.Increased monthly and quarterly sales volume within four months, growing sales from 8 Lakhs in 2008 to Rs 45Lakhs in 2009.Led the growth of sales department from 17 to 50 employees. Established a competitive sales force by offering aggressive compensation, and performance-driven sales-incentive programs.

Gurgaon, India

American Express India Private Limited, Gurgaon, HaryanaTeam Captain, TSE (2005 till 2008)Rapidly moved from customer service representative, to Subject Matter expert within one year and subsequently worked my way as a team captain. Managed a team of customer service representatives, responsible for day to day management of the team, responsible for the delivery of all customer, employee and share holder goals, execute and drive all customer satisfaction initiatives. Execute Weekly performance reviews of team members and provide coaching and feedback. Selected Achievements• Trained 3 continuous batches of bottom performers from the production floor, resulting in 40% improvement in customer satisfaction and quality scores.• Team was continuously in top 3 teams for 2 quarters in customer satisfaction scores. • Cross trained in 2 customer service verticals and got trained in six sigma green belt. • Was chosen to train the trainer, to up skill new subject matter experts in quality analysis.

Graduation, Political Science

BA (H) Political Science

12Th, Humanities

Humanities