Customer Service Sales

HARSHIT BHATNAGAR

****, ******* *******, **** *****, Patiala; ( +91-904******* (M); * *********.*******@**********.***

<Name> Harshit Bhatnagar

<Designation>

<Company Name>

<Address> 4930, Arorian streets, arya samaj.

<City, State> Patiala, Punjab

Dear Sir/Madam,

This is with reference to your advertisement for the subject position that I am prompted to propose my candidature.

Prosperity of a company may definitely be defined in terms of its smooth production and meticulous planning. This throws up the need of specialized technocrats with capability to integrate these two vital activities generating a profitable proposition for the company.

As a Marketing Manager / Sales Head / IELTS Trainer / Back-end Operations / Sr. Counselor / Analytical Incharge / Faculty In charge / Customer Service / Backend Operations Professional with an excellent academic credentials and in-depth professional exposure, I possess the qualities of tenacity, perseverance and determination, invaluable in an employee. I am positive, highly motivated and goal-oriented, with determination to give my best to any work I undertake and to succeed in the face of any and all odds.

My Key Strength Areas are:

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Marketing Head ª Sales Head ª IELTS Faculty Head ª Head Sales Trainer ª Faculty In chargeª Customer Service Management ª Quality Functions ª Business Process Managementª Planning & Implementation ª Leadership Skills ª Back-end Operations ª Employee Managementª Strong Interpersonal & Analytical Skills ª Strategic Management ª Business Development

Professionally I am looking for an opportunity that will help me utilize my skills in the above mentioned areas. My detailed resume is enclosed herewith for your kind perusal and consideration.

At this stage I find myself to be groomed enough to look outward and explore the possibility of placement at a suitable professional position with higher responsibilities. A tour through my enclosed resume shall familiarize you with the details and I am confident, in my credentials, you would find a perfect fit for the said job. Thanks in advance for sparing your time

Shall much appreciate a call for personal interview

Thanking You

Yours sincerely

Harshit Bhatnagar

HARSHIT BHATNAGAR

4930, Arorian Streets, arya samaj. Patiala; ( +91-904******* (M); * *********.*******@**********.***

HEAD FACULTY TRAINER / BUSINESS DEVELOPER / BACKEND OPERATIONS / CUSTOMER SERVICE PROFESSIONAL

Seeking managerial level assignments across Telecom, Banking, Hotels and Retail Industries

PROFILE

Result oriented professional with 14 years of rich cross-functional experience in managing the entire spectrum of Marketing Head, Sales & Advertising Head, Brand Promoter, Faculty Head Trainer, Head Trainer for IELTS, Computer Analysis, Operations Management, Service Excellence, Quality Compliance and Team Management.

Successful association with NIIT, Pataiala as Head Sales Trainer, TATA Teleservices Limited, Haryana as Officer – Sales, Marketing, Backend Operations / Customer Service out put/HNI with rich people management skills with demonstrated abilities in managing customer centric operations, ensuring customer satisfaction by achieving delivery & service quality norms.

Consummate professional with well faculty trainer, learning delivery, excellent planning, execution, monitoring and resource balancing skills, attention to detail as well as the ability to build and lead effective teams. Outstanding presentation and leadership skills.

Demonstrated expertise in managing various Processes entailing Back-end Operations including SLAs, SOP’s, Process flows, Basic FTE Analysis, Team Forecasting, Workforce Analysis, Basic Matrix Reporting, training, mentoring along with preparation of training modules.

Displayed sharp business skills to gauge customer requirements & address them, providing them optimum satisfaction through personalized servicing; Expertise in MS Office Applications, Management Information System (MIS) and Presentations.

Pragmatic, with proven managerial acumen and abilities to withstand work pressures, deliver assignments within specified time frame; possesses natural flair for building relations, customer service and achieving optimum level of customer satisfaction.

Career Highlights:

Achieved 95% Sales target

Got 1500+ Satisfactory clients.

Successfully completed Six Sigma Project under yellow belt to increase field touch SLA for CDMA Haryana Circle.

Distinction of achieving 96% client satisfactory.

Star of the month award got to get the marketing strategies in Top among North nine circles.

Received certification to increase the retention at all front end stores.

Yellow Belt Project winner for achieving maximum sales at front end stores.

Scored 85% marks in C-SAT survey 2nd position at PAN India.

Scored 99% Audit marks in the survey for client satisfaction.

Successfully opened 85 service points for sales at all the locations whereas the target was 75.

Started services at all centers within 20 days.

Received star of the month award to streamline this new process.

Key Strength Areas:

ª Branding Skills ª Marketing Strategies ª Promotion Management ª Quality Functions ª Business Process Management ª Planning & Implementationª Leadership Skills ª Back-end Sales ª Employee Managementª Strong Interpersonal & Analytical Skills ª Strategic Management ª Business Development ª Compliant Management of clientsª Operations

PROFESSIONAL EXPERIENCE

OVERSEAS IMMIGRATION Sales & Marketing Manager / Business Developer/ Patiala, Khanna Sep 2013 – till date

Responsible for business generation over all

Arranging different seminars for promotion

High revenue with high expense

Handling Digital Marketing as well

Promotion activities at villages/schools/colleges/institutes

Planning for new marketing & promotional activities

Generate sales lead through new marketing tools

NIIT Sep 2013 – Oct 2015

Business Developer/Marketing Leader, Patiala & Chd.

Accountable for all three Trainers activities.

Responsible to Result outcome of student’s revenue.

Responsible for Business Growth of the Centre.

Managing staff satisfaction and planning.

Responsible for the reports, MIS, analysis to be shared with Head Office.

Planning Marketing strategies

Promotional activities

Seminars to be arrange at concern place to get business.

Branding planning

Planning for Walk-in to be happen

TATA Teleservices Limited Jul 2006 – Aug 2011

Sr. Executive – Sales & Marketing/Customer Service Delivery (CSD/HNI), Haryana (since Aug 2011)

Key Responsibilities:

Accountable for looking after the sales activities for Retail stores for entire for Haryana Circle.

Managing a team of resources and developed strategic & tactical plans to identify, analyze and effectively respond to clients’ needs, emerging trends and best practices effectively and efficiently.

Spoc for Inbound (Sales Help line) & Out Bound voice services for Customer Sales & Marketing activities.

Ensuring generation and delivery of adds.

Maintaining overall customer focus activities including prepaid and postpaid connections, initiating new processes for better customer service; prepared MIS reports & Feedbacks.

Playing a pivotal role in streamlining and setting up franchises model across key customer service functions while ensuring to achieve maximum customer touch.

Responsible for the Front end activities, FC-Score card rating related to all the business, sharing by cooperate team every month.

Ensuring Root cause Analysis of Customer Dissatisfaction / Complaints and resultant corrective action, implementation and adherence to generate refrences.

Instrumental in handling Authorized retail outlets for entire Haryana for all BU’s CMBU, ABU & HNI.

Ensuring compliance of Service Level Agreements in daily deliverables, coordination with various backend departments, CAF compliance for VTM audit to achieve total client satisfaction.

Accountable for direct customer interactions in order to analyze the gaps in services offered to the customer and analyzing Qualitative developmental aspects of the process

Responsible for Acquisition support of postpaid and prepaid, CAF audit, Scanning, Uploading and Storage at vendor location and carrying out responsibility of Nodal Officer.

Competently maintaining highest standards of customer service gave preference to their satisfaction & promptly resolving their problems & concerns; handling customer life cycle activity.

Conducting training sessions for JE’s/agencies, of new updates & for better customer on support; 7 on roll employees are reporting for Customer care & Complaint Management profile

Adept at establishing and using service level and response time objectives while planning and managing the service-level quality using the real-time management skills.

Timely clearance of bills from all service points, conducting audits for all I-care centers and consolidating of HNI & ABU repair agencies.

Instrumental in proposing and coordinating with service camps at various retail touch points to ensure better customer satisfaction

Addressing Nodal and Appellate Authority references for sales.

Tata Teleservices Limited, Mohali Oct 2004 - Jul 2006

Team Leader

Key Responsibilities:

Deftly handled the Backend Complaint Management of Technical & Non Technical Complaints of CDMA Services for Haryana, Punjab & Himachal Pradesh.

Technical & Non Technical Complaints

VAS Provisioning for Haryana, Punjab, Haryana

Nodal Officer Responsibility for HPH

Service & Repair management for HPH (ICARE)

Legal activities coordinator

Highlights:

Successfully achieved 90% on quality parameters

Appreciation for maintaining 100% Service Level Agreement for continuous 6 months

Achieved 93% above on CSAT Score

Bellcore Technologies Private Limited, Chandigarh July 2004 - Oct 2004

Head of Department - Punjab project

Key Responsibilities:

Deftly handled the operations of Punjab team and maintained Company Database on Server.

Responsible to coordinate between Senior and Junior engineers.

Accountable of updating data on the Website and checked all the entries done by my subordinates.

Adept in maintaining the User ID, Password of different Business Associates and staffs members through Server and ensuring proper working on Office Administration.

ACADEMIC CREDENTIALS

Bachelor in Commerce; 2007 from Bundelkhand University, Jhansi

MBA in Marketing from PTU

Computer Diploma in programming, C and C++; YYYY from Bundelkhand University, Jhansi

Class XII; 2000 from Punjab School Education Board, Mohali

Technical Skills; MS Office Applications and all flavors of window

PROJECT & TRAININGS

Customer Services

Retention Support

Technical Repair Services

Project on Programmed systems for Tracking Complaints to achieve SLA’s on time

PERSONAL DOSSIER

Date of Birth: 13 July, 1985

Permanent Address: 4930, Arorian Streets Arya Samaj, Patiala, Punjab (India)

Languages Known: English, Hindi and Punjabi

References: Available on Request

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