Sales Customer Service
Resume:
Hiren G. Prajapati
C-***, Hari Dham Building, Mobile: +91 (0)
R.K Singh Marg, Andheri East, Email:
********@*****.***
Mumbai - 400069, India.
: uk.linkedin.com/in/hirenz88/
PROFILE INSIGHT:-
• Distinguished technically astute with 5 years of comprehensive expertise in client account management business
development and cross-sales at diverse shared services and centralised global operations in ITES, BFSI & KPO
industry.
• Managed competitive business development, multiple portfolios, un-covered new opportunities, successful identified
and developed dynamic and flexible solutions and customised deliverables to meet the international client’s
needs/requirements.
• Exemplary strong relationship, communicative and problem-solving skills by implementing corrective strategies and
building strong, value-added relationships with Fortune 500 and blue-chip companies.
ACADEMIC QUALIFICATIONS: -
University of Surrey, U.K – M.Sc. International Business Management. (Achieved 2.1) Sep 2012
– Sep 2013.
Achieved 2.1 in M.Sc. Dissertation “Rise of E-Commerce and its strategies implications on international
business?
University of Mumbai - Bachelors of Commerce July 2005 -
March 2008.
NIIT - Diploma in Software Engineering and Database Management Information Systems (GNIIT) July 2005 –
March 2008.
KEY SKILLS: -
Project Management Client Reporting Relationship development Account / Portfolio
Management
Business development and Sales Lead Generation Strategy management Business Research
& Analysis
CAREER HISTORY: -
Primark, Guildford United Kingdom Dec 2012 -
Jan 2014.
Designation – Retail Operative – Customer Services.
Duties: Identified marketing opportunities, undertook appropriate analysis and preparation of proposals, presentations
and pitches for new products and services.
Driving cross - sales for different seasonal gift cards and promotional signature products as well as providing the
best customer experience in store.
Demonstrated good customer service at all times and in the event of a customer complaint or query react in a
professional and courteous manner.
Handling individual’s sales target and that of the team set by the company on a monthly basis and
reviewing them weekly.
TATA Consultancy Services Limited (formerly Citi Group Global Services Limited), Mumbai July 2011 -
Aug 2012. Designation: Business Process Associate for. North American Region (USA and Canada).
Duties: Explore new business opportunities through systematic prospecting new and current clients via cold-calling,
market-research, internet, social-media sites.
Proactively prepared and conducted interactive presentations and demos for our current high potential leads.
Responded to RFI // RFQ (request for information and request for quotations) and acted as One Point Contact &
Interface (International Sales Operations) for respective potential leads.
Allocating & distributing the available potential leads data collected from numerous sources among the team
members depending on segments & territory assigned.
Drafted personalized mailers in order to get new referrals / high potentials leads contact number for generating
business enquiries for our ERP IT Application products and services.
Ensured continued development of the strategic key accounts by liaising current and high potential leads to
assist in solution development, proposal delivery and implementation to explore new business opportunities
within established TAT.
Strategically defining and negotiating thru out sales cycle for our IT applications suits by identifying client’s needs
and requirements and suggested right products according to their budget.
Addressed Client service enhancement training, client issue resolution, pro-active follow up and pre-renewal
calls to ensure clients satisfaction and retention whilst attaining targets and maximize revenue generation.
Conducted due-diligence and lead qualification by coordinating among litigation team, business analyst team
and prepared weekly / monthly / quarterly & yearly business collateral reports, MIS reports and forecast for TCS
senior management and current existing leads in USA.
Established strong relationships through active interaction with existing clients to rebuild confidence for ensuring
prolonged retention and long term relationship and maximised revenue generation.
Co-facilitated interactions between the current client and various functional teams to ensure timely execution and
error free outputs from our ERP IT application.
First Advantage Private Limited, Mumbai Oct 2008 -
July 2011.
Designation: Senior Consultant - Operations in Client Servicing and Research Analyst.
Duties: Strategically launched new services, developing marketing & communication strategies & generated revenues by
liasioning among post-sales, pre-sales team and other account teams.
Proactively discover and engage high value potential leads via cold calling for our recruitment software/IT
products, ad-hoc reports and services by providing valuable information through technical discussions,
presentations and demos.
Developed negotiating strategies and positions by studying integration of our industry trend,
competitors company profile with company strategies and operations; examining risks and potentials; estimating
Fortune 500 clients needs and goals.
Responded to RFI // RFQ (request for information and request for quotations) and acted as One Point Contact &
Interface (International Sales Operations) for respective potential leads.
Ensure maximum cross selling of various supplementary background-check products by developing innovative
benefit packages for clients by researching and analysing changing needs of clients, business partners.
Developed marketing and sales collateral for the designated IT application suite for the clients whilst managing
deals and pipeline transactions within Client Vision to ensure that the transaction data and status are accurately
reflected.
Improved organisational, Client’s and Vendor account management skills by managing organization client’s b2b
relationship structure, budgeting costs & engaged in Billing Summary Validation for blue chip client accounts.
Addressed key client visit through various campaign performance and optimization strategies to help clients
receive a better return on their investment against their various vendor contracts.
Maintained client's Service Level Agreement Standards (SLAs) monthly targets & improved client satisfaction
scores among fortune 500 and blue chip B2B client's.
EXTRA – CURRICULAR ACTIVITIES
• Been Event’s team head for organizing, budgeting and planning social and sporting events in my previous
organisation.
• Socializing and organizing social activities for community work - CRY.COM and Karuna – Pet Welfare,
Mumbai.
Languages Known: English, Gujarati, Marathi and Hindi. Reference: Available
on Request.
Contact this candidate